Patient Experience Concierge

St. Louis Children’s Hospital is a renowned pediatric healthcare institution dedicated to enhancing the health and well-being of children. Founded in 1879, it has grown to become one of the top-ranked children’s hospitals in the United States, serving a diverse population across a 300-mile service area that includes patients from all 50 states and over 80 countries. The hospital is affiliated with Washington University School of Medicine, one of the nation’s premier medical schools, and has been recognized as a Magnet hospital for nursing excellence since 2005 by the American Nurses Credentialing Center. This prestigious hospital provides care in more than 50 specialty areas through a dedicated team of physicians, nurses, staff, and volunteers. Beyond inpatient and outpatient care, it offers educational programs, wellness initiatives, and injury-prevention efforts, all aligning with its mission to "do what’s right for kids." St. Louis Children’s consistently ranks among America’s Best Children’s Hospitals in a broad range of specialties according to U.S. News & World Report.

The role supporting the Emergency Department at St. Louis Children’s Hospital is a part-time position requiring 24 hours per week, primarily covering afternoon and evening shifts that fluctuate between 10:30 am and midnight. Shift lengths vary from 4 to 10 hours, including weekend and holiday rotations, making this role critical for maintaining consistent patient and family support during peak service hours. This role is benefit-eligible, reflecting the hospital’s commitment to supporting its staff as well as its patients.

This position plays an essential role in enhancing the clinical care environment by providing personalized support to patients and families during their encounters with the hospital. Serving as a key liaison between patients, families, and multiple hospital departments such as physicians, social work, dietary services, and housekeeping, this job is vital in ensuring each visitor’s experience is positive, seamless, and tailored to their unique needs. Responsibilities include managing patient navigation and personalizing experiences, establishing the first impression of the hospital’s service quality, and continuously monitoring patient satisfaction through data collection and service recovery efforts. The role also involves active participation in meetings and councils aimed at improving patient experience, including Daily Care Accelerated Meetings and the Patient Family Advisory Council.

An individual in this position will be adept at communication, must possess strong organizational skills, and be capable of following through on accountability measures to increase program reach and effectiveness. Daily rounding on new admissions and VIP patients, managing special requests, and contributing to hospital-wide efforts in patient safety and satisfaction are core components of the role. Experience in customer service or healthcare environments is considered a plus, reflecting the patient-centered nature of this work.

In summary, this is a dynamic and impactful role at a leading children’s hospital that offers a rewarding opportunity to support patients and families in a high-quality clinical setting. The part-time structure provides flexibility while ensuring comprehensive care coverage during crucial hours of operation. The hospital’s robust benefits package and its reputation for excellence underline the value placed on employees who contribute to its mission of outstanding pediatric care.