BJC Careers

Patient Experience Concierge in Cardiac Cath Lab

Saint Louis, MO
Support Services


Job Description

Job ID: 1173759
Employment Status: Full-Time
Regular/Temporary: Regular

Your Career. Made Better.

Barnes-Jewish Hospital at Washington University Medical Center is the largest hospital in Missouri and is ranked as one of the nation's top hospitals by U.S. News & World Report. Barnes-Jewish Hospital's staff is composed of full-time academic faculty and community physicians of Washington University School of Medicine, supported by a house staff of residents, interns, fellows and other medical professionals. Recognizing its excellence in nursing care, Barnes-Jewish Hospital was the first adult hospital in Missouri to be certified as a Magnet Hospital by the American Nurses Credentialing Center.

The Cardiac Cath Lab, a division of the Cardiovascular Procedure Center at Barnes-Jewish Hospital, is on the leading edge of technology. Patients have been among the first to benefit from advanced angioplasty techniques, valvuloplasty and percutaneous valve replacements. The Cardiac Cath Lab has a 97% success rate in acute interventional cases and a current rate of 100% of STEMI patients receiving emergency percutaneous cardiac intervention within 90 minutes. The Staff Nurse (RN) is an integral part of the patient care team using critical thinking skills, clinical expertise and critical care skills to continually assess the patients' hemodynamic, neurologic and respiratory response to the varied procedures performed in the lab. The Staff Nurse (RN) is responsible for administering conscious sedation to patients during these procedures as well continually assessing their level of sedation and managing their airway. The Staff Nurse (RN) always puts the patients needs first by being a patient advocate in all aspects of care.

 


Join Us!


Role Purpose

This position is an essential element that supports clinical care by assiting the customer to accomplish their goals during each encounter. The role builds a consistent and integrated service delivery process in both in-patient and out-patient 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

     

    Degree

  • High School Diploma or GED
  •  

    Experience

  • 2-5 years

  •  

    Preferred Requirements and Additional Job Information

     

    Supervisor Experience

  • No Experience

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Memorial Medical Group, Alton Memorial or Parkland Health Center


    Legal Statement

    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