Job Description

Under the direction of senior leadership, this role is responsible for ensuring high-quality support and service to patients and their families. The position focuses on promoting service excellence, enhancing patient satisfaction, and supporting a culture of continuous improvement.

Core Competencies

• Ability to work independently and demonstrate self-motivation
• Strong leadership and staff supervision skills
• Effective problem-solving and organizational abilities with sound judgment
• Strong time management and ability to manage multiple priorities
• Ability to collaborate with cross-functional leaders to resolve issues
• Expertise in service excellence principles, implementation, and evaluation
• Positive, proactive, and customer-focused mindset with a sense of urgency
• Strong communication, negotiation, and analytical skills
• Ability to lead, motivate, and develop team members

Key Responsibilities

• Partner with department leaders to support hiring decisions, including interviewing candidates and providing recommendations
• Provide ongoing feedback on customer service performance and patient satisfaction
• Participate in staff evaluations, including annual reviews and performance improvement planning
• Address patient satisfaction concerns in collaboration with clinical leadership
• Ensure staff compliance with organizational policies and procedures
• Conduct investigations and collaborate with HR on disciplinary actions when necessary
• Recognize and reward staff contributions through established recognition programs
• Assign and oversee staff work activities
• Act with appropriate autonomy in matters related to service excellence
• Coordinate employee engagement and satisfaction initiatives
• Conduct patient rounding to ensure comfort, address concerns, and enhance the overall experience
• Communicate with clinical teams regarding delays or patient needs
• Evaluate service processes and recommend improvements
• Collaborate with clinical staff and support services to resolve patient and family concerns
• Partner with leadership and performance improvement teams to address areas of dissatisfaction
• Serve as a liaison between patients, staff, and medical providers to support positive experiences
• Manage and resolve complaints, implementing corrective actions as needed
• Conduct post-discharge follow-up with patients
• Participate in committees focused on patient experience metrics and improvement initiatives
• Perform additional duties as assigned by leadership

Compliance & Standards

• Promote a culture of safety, service excellence, and continuous improvement
• Ensure adherence to all applicable organizational policies and regulatory requirements

EDUCATION: Bachelor's Degree

EXPERIENCE: 3 – 5 years customer service and/or concierge/hospitality experience.

LICENSURE/QUALIFICATIONS: This position requires superior communication, supervisory and interpersonal skills both face to face and on the telephone. Familiarity with foreign languages, particularly Spanish, is preferred. Supervisory / management experience is preferred.

Proficiency in Microsoft Office applications including Outlook, Word, Excel and PowerPoint.

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