**Patient Experience Concierge**

Job Id 59336 Category Patient Support Services MedStar Union Memorial Hospital Department Patient Experience Location Baltimore, MD Full Time Day / Evening Shift with rotating weekend JOB DESCRIPTION **Job Summary**

Works with care team, patients, and families to ensure patient personal needs are being met. Provide support to patients and families as well as care team members ensuring patients and families are informed, involved, and positively impact the overall patient experience. Facilitate communication as appropriate and provide a pro-active approach to patient and family concerns as appropriate. This individual has demonstrated customer service skills and knowledge, has excellent communication skills, and is able to work in a collaborative manner with ancillary team members, clinicians, and leaders.

**Minimum Qualifications**

**Education/Training:** High School Diploma or equivalent required.

**Experience:** 3 years related customer experience.

**License/Cert/Reg:** BLS CPR Certification preferred.

**Knowledge, Skills & Abilities:**Verbal and written communication skills. Computer skills preferred.

**Primary Duties and Responsibilities**

1. Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.

2. Daily rounding on unit and patients to receive feedback on any needs specific to admission assistance, bedside assistance, customer service, and discharge assistance for a high-quality overall patient experience.

3. Communicates immediate concerns to care team for resolution.

4. Assists with patient feedback audits.

5. Tracks and monitors trends in patient needs for performance improvement and action planning.

6. Collaborates with Patient Advocacy to ensure a positive experience during the patient stay.

7. Participates in meetings and on committees and represents the department and hospital in community outreach efforts.

8. Participates in multi-disciplinary quality and service improvement teams.

9. Performs other duties as assigned. **About MedStar Health**

MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.