Patient Concierge

Location: On site at a BEST healthcare client

Reports to: Patient Concierge Manager

FLSA Status: Non-Exempt

Schedule: 40 hours per week;
Monday through Friday, 10:30 a.m. to 7 p.m. Schedule may include weekends and holidays based on client needs.

This position supports patients and families at BEST's healthcare client from admission through discharge and beyond. This is an active, on-the-move role:
Patient Concierges round on designated areas of the hospital, engage patients and their loved ones, and provide BEST concierge services. Rounding areas may expand as the client's campus grows, including 24/7 units. As an extension of the care team, concierges anticipate non-clinical needs and make every interaction warm and personal, never transactional.

• Rounding & Engagement — round on designated hospital areas, engaging patients and loved ones with warmth and positivity and providing services right where they are.
• Admission Assistance — book travel for guests, purchase special toiletries, retrieve forgotten items, and coordinate shipping.
• Bedside Assistance — offer comfort items, arrange restaurant delivery, mail retrieval, and special celebrations, and coordinate banking and notary services.
• Customer Service — answer and route concierge line calls appropriately, provide way finding, manage complaints and service recovery, and run lost and found.
• Discharge & Errands — arrange transportation, transfer belongings, coordinate family relocation support such as moving boxes and supplies, and use your own vehicle to pick up prescriptions and groceries, shop, and handle returns.
• Events & Outreach — support on-site events, tabling, and holiday gift wrapping.
• Care Team Collaboration — build relational equity with caregivers and employees daily and coordinate handoffs with Guest Services and partners.
• Documentation & Accountability — capture every interaction and service in detail and in real time while rounding, and own administrative tasks without prompting.
• Every Day — strictly follow HIPAA, protect confidential information and systems, adapt as tasks evolve, and live out BEST's core values: trustworthy, compassionate, resourceful, results-focused, and value-creating.

When a loved one is in the hospital, everyday tasks can feel impossible. In BEST's patient surveys, 99 percent of patient customers agree the concierge made their hospital stay more pleasant and reduced their stress, and 99 percent say their overall experience improved. As a Patient Concierge, you are a calm, reassuring presence: taking non-clinical worries off patient families' plates, and off their care teams, so clinicians can focus on care, and patients can focus on healing.

• Personal Qualities — servant-hearted, compassionate, and humble, with a warm, positive presence that puts patients and families at ease and the emotional resilience to support them through difficult moments.
• Skills — an engaging communicator who builds rapport quickly; detail-oriented, organized, and self-accountable for documentation and administrative work; adaptable and solutions-minded as tasks evolve. Multilingual fluency preferred.
• Experience — at least one year in fast-paced customer service (three to five years preferred), with healthcare or hospitality experience a plus; comfortable with Salesforce or another CRM, Microsoft Office, and point-of-sale systems, with accurate data entry.
• Requirements — valid driver's license, reliable transportation, required vehicle insurance, and a satisfactory motor vehicle record; ability to pass a background check and drug screen; and ability to obtain client hospital badging and meet client health requirements (e.g., immunizations, TB screening)…