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Patient Experience Concierge - Monday - Friday 1 pm - 5 pm 20 hours per week

Job Description

Job ID: 1195147
Employment Status: Part-Time
More Information:

Barnes-Jewish West County Hospital is known for outstanding patient care and offers highly specialized surgical and medical services in an intimate environment. Our partnership with Washington University Physicians, BJC Medical Group and private practice physicians allows patients access to the latest research, medicine and technology. This hospital is conveniently located just west of I-270 at Mason Road and Olive Boulevard and offers free employee parking. With the opening of our replacement hospital, new team members will have wonderful opportunities to start and grow their career at BJC. To learn more, visit BarnesJewishWestCounty.org

The Performance Improvement Department function is to provide the organization with a collaborative, systematic and focused approach to identifying, designing, measuring, assessing and improving organizational performance.  Our vision is:   Better (each day).   Perfect (not yet).


Overview


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

     

    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