Patient Experience Concierge

MedStar Health
United States, Maryland, Baltimore
May 07, 2025
General Summary of Position Location: Harbor Hospital Status: Full-time, 40-hours per week Schedule: Monday-Friday, 3:00pm-11:00pm Works with care team, patients, and families to ensure patient personal needs are being met. Provide support to patients and families as well as care team members ensuring patients and families are informed, involved, and positively impact the overall patient experience. Facilitate communication as appropriate and provide a pro-active approach to patient and family concerns as appropriate. This individual has demonstrated customer service skills and knowledge, has excellent communication skills, and is able to work in a collaborative manner with ancillary team members, clinicians, and leaders. Primary Duties and Responsibilities Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations. Daily rounding on unit and patients to receive feedback on any needs specific to admission assistance, bedside assistance, customer service, and discharge assistance for a high-quality overall patient experience. Communicates immediate concerns to care team for resolution. Assists with patient feedback audits. Tracks and monitors trends in patient need's for performance improvement and action planning. Collaborates with Patient Advocacy to ensure a positive experience during the patient stay. Participates in meetings and on committees and represents the department and hospital in community outreach efforts. Participates in multi-disciplinary quality and service improvement teams. Performs other duties as assigned. Responsible for storeroom orders, returns charge slips to storeroom, and keeps sterilized items current. Minimum Qualifications Education High School Diploma or GED required Experience 3-4 years related customer experience required One year of relevant professional-level work experience may be substituted for one year of required education. Licenses and Certifications CPR - Cardiac Pulmonary Resuscitation (includes BLS and NRP) for healthcare providers from either the American Heart Association (AHA) or American Red Cross within 90 Days required and Additional unit/specialty certifications may vary by department or business unit. Knowledge, Skills, and Abilities Verbal and written communication skills. Computer skills preferred. This position has a hiring range of $23.19 - $40.61