Patient & Family Experience Navigator

Atrium Health; Charlotte (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Atrium Health is seeking a Guest Relations person to assist guests and families within the healthcare facility. You will guide visitors, communicate clearly, and coordinate referrals to meet patient and family needs while ensuring a courteous, respectful experience.

Responsibilities include managing waiting areas, relaying information to families, handling emergencies, and supporting program improvements. High school diploma required, Bachelor's preferred; healthcare/customer service experience

Qualifications

• High School diploma or equivalent required.
• Bachelor's degree preferred.
• Experience in healthcare and/or customer service preferred.

Responsibilities

• Provide guests with directions, patient locations, and information on hospital amenities.
• Communicate courteously and clearly; confirm understanding and address concerns calmly.
• Show personal attention, work with teams, and refer patients or families to needed services.
• Monitor waiting rooms and assist families in locating patients across the care journey.
• Relay condition updates to families per policy and maintain a safe waiting area.
• Respond to emergencies, crises, and disasters as directed.
• Maintain training related to Service Excellence and Performance Improvement.
• Collect data to identify areas for service improvement and support policy updates.
• Record and submit documentation for services, including transportation vouchers and clothing.
• Support evaluation of the Guest Relations program and related quality guidelines.
• Keep close communication with the Guest Relations Manager and request resources as needed.
• Perform notarizations for Healthcare Power of Attorney and Living Wills per state law.

Skills

Customer service

Communication

Teamwork

Notary

Education

High School diploma or equivalent

Bachelor's degree preferred

Job description

Atrium Health is seeking a Guest Relations person to assist guests and families within the healthcare facility. You will guide visitors, communicate clearly, and coordinate referrals to meet patient and family needs while ensuring a courteous, respectful experience.

Responsibilities include managing waiting areas, relaying information to families, handling emergencies, and supporting program improvements. High school diploma required, Bachelor's preferred; healthcare/customer service experience