Emergency Department 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. Shifts may include evenings and weekends. This position supports emergency department patients, families, and guests at BEST's client hospitals from arrival through discharge. This is an active, on-the-move role, not a guest services desk position: concierges spend their shifts rounding throughout waiting areas, hallways, and patient rooms. As an extension of the care team for all non-clinical needs, the ED Patient Concierge partners closely with caregivers, anticipates needs before they're asked, and makes every visit feel personal, never transactional.
- Arrival & Waiting Room — welcome and round on patients and guests, offer comfort items, provide wayfinding, and manage expectations during long waits.
- Admission Assistance — ease unplanned arrivals by relocating vehicles, retrieving items from home, unloading and delivering belongings, and managing valuables.
- Bedside Care & Comfort — conduct welcome visits and patient room rounding; follow up on call lights for non-clinical needs; provide blankets, water, meals, and device charging; and assist with notary services and patient portal setup.
- Advocacy & Communication — advocate for patients and families through all available resources, connect them with the right staff, and give frequent micro updates to patients and loved ones.
- Care Team Support — earn the trust of a constantly changing care team each shift and take on non-clinical tasks such as restocking, escorting patients from triage, wheelchair retrieval, and room relocations.
- Discharge & Transition Home — coordinate transportation, pick up prescriptions, carry belongings to the car, and arrange grocery, pet, or childcare support.
- Every Day — round on patients, strictly follow HIPAA requirements, 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.
Between 50 and 70 percent of hospital admissions begin in the emergency department, where visits are unplanned and patients and their loved ones often arrive in a high-stress, high-emotion moment. As an ED Patient Concierge, you are a calm, reassuring presence: taking non-clinical worries off patients' and families' plates, and off their care teams, so clinicians can focus on care and patients can focus on healing. Qualifications and Experience
- Personal Qualities — servant-hearted, compassionate, approachable, and humble, with the poise, tact, and professionalism to stay calm and stress-tolerant in a fast-paced, emotionally charged environment.
- Skills — detail-oriented and highly organized with excellent verbal and written communication; a creative, curious, solutions-minded listener who manages multiple requests and shifting priorities with ease. 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; proficient in Microsoft Office 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.
- 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.
This high-stress, fast-paced role keeps you constantly on the move throughout the emergency department, which can bring difficult sights, sounds, and smells; the right candidate stays composed and thrives here. Must be able to stand and walk for most of the shift, and lift, carry, push, and pull up to 25 pounds regularly and up to 50 pounds occasionally. 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.
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