Patient Hospitality Rep - Full-time

Key Responsibilities:

• Patient Engagement:

  • Routinely visit assigned patient rooms to provide a friendly presence, check on comfort, and offer assistance.

  • Greet new patients upon admission and introduce available services.

  • Conduct discharge visits to thank patients and ensure a positive closing experience.

• Service Recovery:

  • Identify and address patient concerns in real time.

  • Escalate issues appropriately to clinical or management staff to ensure timely resolution.

• Provider Support:

  • Reinforce positive patient-provider relationships by ensuring patients feel seen, heard, and cared for.

  • Clarify non-clinical questions and offer reassurance or explanation where appropriate.

• Survey Readiness:

  • Educate patients on the importance of satisfaction surveys (e.g., HCAHPS), ensuring they understand how their feedback helps improve care.

  • Encourage positive participation and provide contact info for post-discharge support if needed.

• Collaboration:

  • Work closely with nursing staff, providers, and patient experience teams to communicate trends, recurring concerns, or praise.

  • Attend team meetings and contribute to continuous improvement initiatives.

Performance Metrics:

• Improvement in patient satisfaction.

• Patient engagement frequency and documentation of visits.

• Timeliness and effectiveness of service recovery.

• Feedback from patients, providers, and clinical staff.