Patient Experience Concierge (Part-Time)

Do you possess excellent customer service skills? Barnes-Jewish Hospital St. Peters is seeking a Patient Experience Concierge to join their team! 

• Part-Time Position 
• Mixture of days and evenings, Monday-Friday
• Every other weekend required, hours between 8a-5p 

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Role Purpose

This position is an essential element that supports clinical care by assisting the customer to accomplish their goals during each encounter. The role builds a consistent and integrated service delivery process in both inpatient and outpatient setting that not only meets the needs of the customer but exceed their expectations which establishes satisfaction and loyalty.

Responsibilities

• Manage the navigation and personalization of each guest experience by establishing the first impression and notifying the area of each patient’s specific needs to be carried out throughout the patient’s hospital experience. Customizes each unique patient and family request and communicate to ensure a seamless excellent patient experience throughout BJH and WU.
• Act as a liaison for each element of the hospital experience in regards to providing the resources, including physicians, staff, social work, dietary, housekeeping and etc. needed during their hospital visit. Round daily on all new admits, arrivals and VIP’s providing concierge services.
• Identify and initiate service recovery, special requests and notaries in a timely manner per protocol. Collect and maintain all data to share with staff, leadership and administration for process improvement regarding patient satisfaction.
• Developing and increasing the reach of the program through accountability and follow through by attending Daily Care Accelerated Meetings, Patient Family Advisory Council and continuing to support best practice.
• Establish relationships with all areas contributing to the daily operation of the service area. Constant communication with leadership of department to ensure patient safety and satisfaction.

Minimum Requirements

Education

• High School Diploma or GED

Experience

• 2-5 years

Preferred Requirements

Supervisor Experience

• No Experience

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Pension Plan*/403(b) Plan funded by BJC
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

To learn more, go to www.bjctotalrewards.com/Benefits

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer