For the protection of patients, team members and all who enter our facilities, BJC has made the decision to require COVID-19 vaccination for all team members, unless granted medical or religious exemption, as a condition of employment.

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Patient Experience Concierge - ED Afternoon Shift

Job Description

Additional Job Information

  • 40 Hours per Week -
  • Day/Evening Flex -

  • Job ID: 1211892
    Employment Status: Full-Time
    More Information:

    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.


    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.


  • 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



  • High School Diploma or GED


  • 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, 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