Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Day Shifts
Benefits
comprehensive benefits
wellbeing support
Time away from work
Savings and retirement resources
Education support
Additional benefits
Job Description
Methodist Hospital is a prominent healthcare institution committed to delivering outstanding medical services and exceptional patient care. Part of HCA Healthcare, one of the leading health systems in the country, Methodist Hospital prides itself on investing deeply in its team members and creating a rewarding, supportive work environment. HCA Healthcare has pledged up to 300 million dollars in various support programs for its employees over the next three years, demonstrating the organization's dedication to employee welfare, professional growth, and a positive workplace culture. Methodist Hospital operates with a patient-first philosophy, focusing on empathy and excellence to ensure a superior patient experience from intake through discharge.
The role of Patient Experience Concierge at Methodist Hospital is a vital position that ensures patients and their families receive warm, professional, and seamless service from the moment they arrive. This full-time role operates Monday-Friday from 5:00 AM to 1:30 PM and is designed to enhance the overall patient journey by assisting visitors throughout the registration and check-in process. As a Patient Experience Concierge, you will be the welcoming face in the hospital lobby, providing guidance, answering questions, and coordinating with clinical staff to address any urgent patient needs.
In this role, you will be charged with monitoring patient flow in the registration area, helping patients understand wait times, and maintaining a clean and safe lobby environment. You will model the AIDET communication technique (Acknowledge, Introduce, Duration, Explanation, Thank you) to ensure meaningful and respectful interactions with patients and their families. This emphasis on communication and customer service helps uphold the hospital’s reputation as a compassionate and efficient healthcare provider. Additionally, you will be empowered to make decisions to support patient satisfaction and expedite services, escalating issues when necessary to ensure effective resolution.
Supporting patient enrollment in the hospital’s Patient Portal is also a key responsibility, promoting better patient engagement and access to personal health information electronically. Regular communication with Patient Access leadership ensures that patient flow is optimized and concerns are addressed promptly. This role requires strong interpersonal and organizational skills, comfort working in a dynamic healthcare environment, and a genuine desire to positively impact patient experiences every day.
Joining Methodist Hospital as a Patient Experience Concierge means becoming part of a committed healthcare family that values ethics, teamwork, and continuous improvement. You will contribute directly to the comfort and satisfaction of patients and families during their healthcare journey while benefiting from a comprehensive compensation and benefits package. Methodist Hospital offers a workplace where your skills and compassion make a difference in the lives of others, supported by opportunities for career development and education assistance through partnerships like Galen College of Nursing. If you are a dedicated customer service professional passionate about healthcare, this role provides a fulfilling career path in a respected institution with a strong commitment to its employees and community.
The role of Patient Experience Concierge at Methodist Hospital is a vital position that ensures patients and their families receive warm, professional, and seamless service from the moment they arrive. This full-time role operates Monday-Friday from 5:00 AM to 1:30 PM and is designed to enhance the overall patient journey by assisting visitors throughout the registration and check-in process. As a Patient Experience Concierge, you will be the welcoming face in the hospital lobby, providing guidance, answering questions, and coordinating with clinical staff to address any urgent patient needs.
In this role, you will be charged with monitoring patient flow in the registration area, helping patients understand wait times, and maintaining a clean and safe lobby environment. You will model the AIDET communication technique (Acknowledge, Introduce, Duration, Explanation, Thank you) to ensure meaningful and respectful interactions with patients and their families. This emphasis on communication and customer service helps uphold the hospital’s reputation as a compassionate and efficient healthcare provider. Additionally, you will be empowered to make decisions to support patient satisfaction and expedite services, escalating issues when necessary to ensure effective resolution.
Supporting patient enrollment in the hospital’s Patient Portal is also a key responsibility, promoting better patient engagement and access to personal health information electronically. Regular communication with Patient Access leadership ensures that patient flow is optimized and concerns are addressed promptly. This role requires strong interpersonal and organizational skills, comfort working in a dynamic healthcare environment, and a genuine desire to positively impact patient experiences every day.
Joining Methodist Hospital as a Patient Experience Concierge means becoming part of a committed healthcare family that values ethics, teamwork, and continuous improvement. You will contribute directly to the comfort and satisfaction of patients and families during their healthcare journey while benefiting from a comprehensive compensation and benefits package. Methodist Hospital offers a workplace where your skills and compassion make a difference in the lives of others, supported by opportunities for career development and education assistance through partnerships like Galen College of Nursing. If you are a dedicated customer service professional passionate about healthcare, this role provides a fulfilling career path in a respected institution with a strong commitment to its employees and community.
Job Requirements
- High school diploma or GED preferred
- minimum 3 year’s patient access, hotel, restaurant, retail, or customer service experience required
- previous Patient Access experience preferred
Job Qualifications
- High school diploma or GED preferred
- hospitality degree preferred
- minimum 3 year’s patient access, hotel, restaurant, retail, or customer service experience required
- previous Patient Access experience preferred
Job Duties
- Welcome patient and family members in a professional manner
- contact the nursing staff for emergency medical needs and answer patient and visitor questions
- model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations
- promote and demonstrate excellent customer service
- oversee the daily activities of the front desk and lobby areas including tidiness of the area
- greet patients upon arrival and navigate patient flow
- assist with check in process
- monitor patient registration tracker
- perform lobby rounding to ensure patients are kept aware of their wait time expectations
- perform lobby rounding to ensure lobby and waiting room area is clean, safe and comfortable for patients, family and visitors
- encourage and assist with patient enrollment in the Patient Portal
- empowerment to make decisions on their own to help a customer and escalate appropriately
- understand that our reputation is only as good as our customer’s last experience
- ensure it is the best
- consistently provide patient flow updates to PTAC leadership
- assist in resolving real-time patient concerns
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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