What are the responsibilities and job description for the Patient Experience Concierge position at LifeBridge Health?
Summary
LifeBridge Health is a dynamic, purpose-driven health system redefining care delivery across the mid-Atlantic and beyond, anchored by our mission to “improve the health of people in the communities we serve.” Join us to advance health access, elevate patient experiences, and contribute to a system that values bold ideas and community-centered care.
Schedule: Part-Time | 2:00 PM – 10:00 PM | Wednesday, Saturday, & Sunday
Position Overview
Carroll Hospital is seeking a compassionate Patient Experience Liaison to serve as the vital bridge between patients, families, and our Emergency Department care team. In this role, you will proactively support families to ensure they are informed, involved, and comforted, directly impacting the overall patient experience.
Key Responsibilities
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Patient Advocacy & Rounds: Round daily to ensure families understand care decisions. Help patients formulate questions for clinicians, respond to non-clinical call bells, and act as a resource for hospital services.
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Service Recovery: Resolve service-oriented concerns in real-time and prevent ongoing issues using the AHEART model.
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Unit Support & Comfort: Welcome and orient families to the unit. Maintain a healing environment by assisting with food ordering, cleanliness, and providing comfort items.
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Discharge Coordination: Conduct discharge rounds to ensure patients confidently understand their transition plans and next steps.
JOB REQUIREMENTS
- Basic professional knowledge; equivalent to a Bachelor's degree; working knowledge of theory and practice within a specialized field
- 1-2 yrs experience in conflict resolution/high level customer service
- Ability to be on your feet and connecting with patients.