What are the responsibilities and job description for the PT Maternity Patient Concierge position at Best Upon Request Corporate, Inc.?
Maternity Patient Concierge
Reports to: Director, Client Services
FLSA Status: Non-Exempt
Schedule: Guaranteed weekly hours on a set schedule; specific days and shift hours are confirmed at hire and vary by assigned client program.
About Best Upon Request
Great Place to Work-Certified eight years in a row, Best Upon Request Corporate, Inc. (BEST) is a growing, values-based, certified woman-owned company with 35 years in business creating life-enriching experiences for our clients and customers, team members, and community.
Headquartered in Cincinnati, Ohio, BEST is a national provider of concierge services as an employee benefit and as a patient amenity. Our concierge programs improve organizational culture by decreasing stress for employees and managing the non-clinical needs of patients, for clients spanning healthcare, finance, technology, insurance, consulting, manufacturing, and distribution.
BEST knows its greatest asset is our people. Our team can expect comprehensive total rewards focused on well-being, in a high-trust, highly collaborative environment where each team member can thrive.
Why This Role Matters
For most families, the birth of a child is one of life's most meaningful moments — and often a woman's first real experience of the healthcare system, one that shapes her sense of trust in it for years to come. As a Maternity Patient Concierge, you help provide a warm, comfortable, and family-centered birthing experience: taking the non-clinical worries off a family's plate — and off their care team's — so everyone can stay focused on what matters most.
Position Summary
This position supports maternity patients and families at BEST's client hospitals, focused on improving their experience in the healthcare setting from the prenatal period through the first day home. The Maternity Patient Concierge's main objective is to compassionately care for patients and deliver excellent, personal customer service — anticipating non-clinical needs before they're asked and supporting the patient experience throughout their stay.
What You'll Do
- Prenatal Care amp; Pregnancy Planning — help patients plan for their pregnancy and birth, such as finding pediatricians, ordering baby gear, and scheduling home services.
- Pre-Term Triage amp; Admissions — support patients and waiting guests during triage and admission, including relocating vehicles and retrieving items needed for delivery.
- Deliveries — help make deliveries special, coordinating photography, gifts, and celebration meals.
- Discharge — support a smooth discharge by assisting with shipping needs, coordinating transportation, and picking up prescriptions.
- Welcome Home — ease the transition home with grocery shopping, connecting families to postpartum services, and scheduling vehicle or pet care.
- Special Circumstances — provide extra sensitivity and support for surrogates, adoptive parents, single mothers, families experiencing homelessness, NICU or Children's Hospital transfers, and fetal loss.
- Every Day — round on patients, accurately capture service activity within BEST's service management platform, and live out BEST's core values: trustworthy, compassionate, resourceful, results-focused, and value-creating.
Qualifications and Experience
- Personal Qualities — servant-hearted, compassionate, approachable, and humble, with the poise, tact, and professionalism to stay stress-tolerant through dynamic, high-stress, emotional situations.
- Skills — detail-oriented and highly organized with excellent verbal and written communication; a creative, curious, solutions-minded listener who manages multiple service requests, time and priorities appropriately and with ease. Fluency in multiple languages preferred.
- Experience — at least one year in a fast-paced customer service environment (three to five years preferred); proficient in Microsoft Office (Outlook, Word, and Excel) and point-of-sale platforms, with strong data entry accuracy.
- Requirements — valid driver's license, reliable transportation, and required vehicle insurance; ability to pass a background check and drug screen; and ability to obtain client hospital badging and comply with client occupational health requirements (e.g., immunizations, TB screening, and other clearances) prior to and throughout employment.
Working Conditions
Must be able to stand, sit, and walk for extended periods of time, and move, lift, carry, push, and pull objects weighing 25 pounds on a regular basis and up to 50 pounds on occasion.
Equal Opportunity
BEST is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.
This role description is not intended to include all possible accountabilities. All team members of Best Upon Request may be required to perform duties other than those listed in a role description.
Salary : $23 - $24