Patient Experience Concierge

Medical City Lewisville is a prominent healthcare institution that operates under the umbrella of HCA Healthcare, one of the largest and most respected healthcare providers in the United States. Known for its commitment to delivering high-quality patient care with a focus on purpose and integrity, Medical City Lewisville embodies the values of compassion and excellence. The hospital is part of a vast network that serves thousands of patients, backed by robust services such as full-service revenue cycle management through Parallon. This connection not only underlines the hospital's financial and operational strength but also its dedication to optimizing patient experience and hospital workflows. HCA Healthcare has been honored multiple times as one of the World’s Most Ethical Companies by the Ethisphere Institute and has invested billions in charitable care and community support. This solid foundation enables Medical City Lewisville to maintain a patient-first approach in all aspects of healthcare delivery.

The role of Patient Experience Concierge at Medical City Lewisville is a vital position focused on enhancing the patient's journey from arrival through their entire visit. Scheduled Monday through Friday from 8am to 4:30pm, this role goes beyond standard customer service by creating a welcoming and supportive environment for patients and their families. The Patient Experience Concierge serves as the initial point of contact in the registration lobby, greeting patients professionally, assisting with check-in processes, and ensuring a smooth and efficient patient flow throughout the facility. They act as navigators, directing patients and visitors while also monitoring the lobby area to maintain cleanliness, safety, and comfort. This position requires a proactive mindset, as concierges frequently perform lobby rounds to keep patients informed about wait times and address any concerns in real time.

Moreover, the Patient Experience Concierge is empowered to make independent decisions to improve customer satisfaction and promptly escalate issues when necessary. Their interactions adhere to the AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You) guidelines, ensuring that every encounter is respectful, transparent, and supportive. The role also involves coordination with nursing staff for emergencies and providing continuous updates to Patient Access leadership regarding patient flow. This position plays a crucial role in not only facilitating administrative processes but also enhancing the emotional and psychological comfort of patients and visitors during what can often be stressful healthcare experiences.

Candidates for this role typically have at least a high school diploma or GED, with preference given to those holding a hospitality degree. Experience in patient access, hospitality, retail, or other customer service-oriented industries is essential, with a minimum of three years preferred. Previous experience in a healthcare setting, particularly in patient access, is an advantage. The hospital offers a comprehensive benefits package that supports the overall wellbeing and career development of its employees, including medical, dental, and vision plans, counseling services, paid time off, retirement programs, educational assistance, and additional perks. Medical City Lewisville strongly encourages applications from individuals seeking a meaningful career where they can make a tangible difference in patients' lives and grow professionally within a supportive community. The hospital embraces diversity and inclusion, providing equal opportunity employment without discrimination.