Patient Experience Concierge - Emergency Department (ED) - Springfield Regional Medical Center

Mercy Health is a leading healthcare provider committed to delivering exceptional medical care and compassionate services to communities across the United States. As an established healthcare system, Mercy Health is dedicated to improving health outcomes by providing comprehensive services that range from emergency care to specialized treatments. The organization places a strong emphasis on patient-centered care, ensuring that every patient receives respectful, responsive, and empathetic support throughout their healthcare journey. Mercy Health's mission intertwines professional excellence with a compassionate approach, fostering an environment where employees are encouraged to grow both personally and professionally. With a wide network of facilities and a skilled team of healthcare professionals, Mercy Health thrives on innovation, teamwork, and commitment to quality. The organization also values diversity and inclusivity, upholding equal employment opportunities for all individuals irrespective of race, gender, or background.

The position of Patient Experience Concierge at Mercy Health represents a vital role within the Emergency Department located in Springfield. This role is designed to serve as a bridge between patients, their families, hospital staff, and physicians to ensure an optimal patient experience. The Patient Experience Concierge primarily focuses on enhancing the comfort of patients and their families, providing clear and timely information, facilitating effective communication among hospital staff and patients, and supporting a streamlined discharge process. By acting as the liaison, the concierge ensures that patients and their loved ones feel supported, heard, and informed, which significantly improves overall satisfaction and helps to mitigate stress during hospital stays.

This role is scheduled for 24 weekly hours covering day and evening shifts, providing a balanced work schedule that accommodates a variety of lifestyle needs. The ideal candidate will bring a background in hospital settings or related customer service environments and demonstrate a genuine compassion and empathy for the patient and family experience. Strong communication skills are essential, as the candidate must effectively defuse tense situations and foster positive interactions. The ability to understand healthcare terminology and collaborate with medical professionals is also required to assist patients with understanding their care responsibilities and support timely discharge. Additionally, individuals in this role will benefit from continued professional development opportunities such as leadership training and ongoing education in customer service. Mercy Health offers a competitive compensation package, including incentives, referral bonuses, and a 403(b) retirement plan with employer contributions when eligible. The comprehensive benefits package is designed to support the well-being of associates both personally and professionally, encouraging growth and fulfillment in the workplace.