St. Mary offers an unbeatable combination: sophisticated work to challenge you, a beautiful campus to inspire you, and friendly people to make you feel right at home. St. Mary Medical Center is an equal opportunity employer.

In July 2011, we broke ground for an expansion and redesign of our Emergency Department and Trauma Center that will transform the way emergency care is provided to the community. While experiencing double-digit growth in the Emergency Department in each of past three years, patient satisfaction scores remain in the 90th to 95th percentile. The new expansion and redesign will provide the ability to care for up to 100,000 people annually – nearly double the current capacity – to help meet the increasing need in the region for prompt and advanced emergency care.

Specialty service lines include the county's only state-accredited Trauma Center; the Heart Center, providing specialized cardiac services that include open heart surgery, cardiac catheterization, and electrophysiology; a regional Cancer Center; orthopedics; and women's services. The Primary Stroke Center and Joint Replacement Center have earned disease-specific accreditation from the Joint Commission.

St. Mary is one of the region's largest employers and offers outstanding compensation and benefit packages.

Job #102488
Patient Concierge
Part Time, Flex, 8am-8pm, Flex Dependent upon Census, Benefits-Eligible
St Mary Medical Center
Langhorne, PA 19047
The Patient Concierge will demonstrate the ability to work collaboratively and professionally to build a rapport with others at all levels of responsibility. They will collaborate with nurse managers, physicians, and patient relations administrators to determine how they can best meet the needs of patients, family members, and visitors. The Patient Concierge's primary responsibility is to support patient quality of care and assist with coordination of care, as well as communicate with patient and/or family members. The overall goal is is to enhance the patient experience by playing a vital role in patient and family satisfaction.
  • Provides a channel through which patients, families, and visitors can find a solution to questions, concerns, complaints, and problems.
  • Reviews, investigates, and resolves customer issues in a timely fashion.
  • Investigates complaints through interviews with patients, staff, family members, and external agencies (as appropriate) in a timely fashion.
  • Ensures compliance with CMS Grievance process.
  • Follows through on and responds to patients/families regarding outcome of investigations within a timely manner.
  • Assists in minimizing litigation exposure by working closely with Risk Management in identifying patient care issues.
  • Collects data on customer satisfaction concerns and maintains database regularly.
  • De-escalates stressful, challenging circumstances.
  • Rounds daily on patients to promote patient satisfaction and service excellence.
  • Communicates compliments and issues resulting from patient interactions to appropriate hospital personnel.
  • Maintains a collaborative working relationship with hospital staff.
  • Contacts patients post-discharge to inquire about their recovery.
  • Interacts/communicates with unit managers and staff to proactively address any potential concerns.
  • Assists with the location and/or replacement of lost items.
  • Provides education to hospital staff in customer service skills and service excellence.
  • Coaches staff both just-in-time and ongoing on patient interactions, complaints, and concerns.
  • Promotes team-building and works as a member of the team to enhance the patient experience, which should also enhance colleague engagement.
St. Mary Medical Center is an equal opportunity employer.
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