Patient & Hospitality Manager

Patient Experience & Hospitality Manager
About Hospitality Health ER

At Hospitality Health ER, our mission is to raise the expectation of emergency medical care by combining high-quality medicine with genuine hospitality, compassion, and human connection.

We believe emergency care should feel different. Our goal is not only to provide exceptional medical treatment, but to create an environment where patients and families feel supported, respected, informed, and cared for throughout their experience.

We strive to humanize the ER experience by treating every patient with dignity, honesty, kindness, and empathy while creating a warm, welcoming atmosphere for everyone who enters our facility.

Our culture is built around people. We believe in supporting our employees, encouraging growth and creativity, and empowering our team to make thoughtful decisions in the best interest of the patient. We value individuals who take ownership, think beyond the status quo, and genuinely care about the experience they create for others.

At HHER, hospitality is not a department. It is part of who we are.

We are seeking a capable, grounded, and hospitality-driven Patient Experience & Hospitality Manager to support the day-to-day experience, engagement, and on-site execution at a fast-paced healthcare facility.

This is a highly visible, hands‑on role for someone who thrives in real‑time environments, notices details others miss, and naturally takes ownership of the experience around them. The right candidate enjoys being present on the floor, solving problems creatively, supporting both patients and staff, and ensuring ideas are fully executed, not just discussed.

The Patient Experience & Hospitality Manager partners closely with facility leadership to support patient experience, staff engagement, internal events, and hospitality‑driven initiatives that shape how the facility functions and feels day to day.

The Patient Experience & Hospitality Manager plays a critical role in helping patients and employees feel seen, supported, cared for, and genuinely valued during some of the most stressful and vulnerable moments of their lives. The right person understands that hospitality is not just about service. It is about creating trust, comfort, connection, and calm through thoughtful action, emotional awareness, and consistent follow‑through.

This is not a desk‑only position. The role requires visibility, adaptability, and a willingness to step into real‑time situations with professionalism, creativity, and sound judgment.

This is a highly visible role within a 24/7 emergency room environment. While many responsibilities occur during standard business hours, approximately 25% of working hours will take place after 5:00 PM to support shift transitions, night shift employees, events, and operational needs across all schedules.

The right candidate understands that hospitality and culture are not limited to daytime operations and values being present for both patients and staff across all shifts.

The Patient Experience & Hospitality Manager plays a critical role in shaping the day-to-day patient and employee experience across one of the most visible teams in the organization. This role partners closely with frontline staff and leadership to help maintain hospitality standards, support team culture, navigate real‑time challenges, and elevate the overall experience for patients, families, and employees.

Hospitality | Experience Creation | Creative Problem Solving | Emotional Intelligence | Employee Engagement | Service Recovery | Guest Experience | Culture & Engagement | Hands‑On Support | Thoughtful Leadership | Adaptability | Fast‑Paced Environment

Patient & Facility Experience

• Serve as a visible, engaged presence on the floor, approximately 90 percent hands‑on and 10 percent administrative
• Support a consistently positive experience for patients, families, staff, and visitors
• Assist with real‑time problem solving and on‑site decision making

Engagement, Events & Culture

• Coordinate internal events, staff celebrations, and…