Pay Range:$86,528.00 - $113,630.40
Scheduled Weekly Hours:40
Position OverviewESSENTIAL FUNCTIONS- Initiate proactive communication with patients to assess their complex medical, emotional, social, psychosocial and cultural care needs
- Develop and execute individualized clinical plans of care based on comprehensive patient assessments and unique hospitality preferences
- Serve as a dedicated patient liaison, performing clinical inpatient rounds and serving as the primary point of contact for outpatients
- Coordinate seamless patient care transitions between ambulatory and inpatient settings, including scheduling clinical consultations and providing symptom management support
- Conduct clinical follow-up calls and evaluations for patients recovering from surgical interventions or complex medical procedures
- Assist multidisciplinary healthcare teams, patients and families with detailed discharge planning and post-acute care coordination
- Promote clear, continuous communication and collaborate directly with attending physicians to ensure the delivery of efficient, high-quality and personalized clinical care
- Act as a central clinical liaison between patients, families, physicians, nursing units, guest relations and administrative support departments
- Support premium VIP patient experiences, executive guest hospitality workflows and specialized health system outreach events
- Coordinate comprehensive hospitality and lodging logistics for traveling individuals, including airport transportation, local hotel blocks and area dining recommendations
- Assist guests with physical wayfinding, campus navigation and the seamless coordination of non-clinical healthcare services
- Provide clear appointment reminders, custom itinerary coordination and pre-visit clinical preparation guidance to help families manage their timelines
- Maintain active communication with clinical departments and physician offices to optimize scheduling workflows and minimize appointment delays
- Escalate patient or visitor service concerns immediately, executing real-time service recovery efforts to protect the system's reputation
- Maintain meticulous documentation of all concierge interactions, special requests and service arrangements while upholding strict HIPAA confidentiality standards
- Track, monitor and analyze operational metrics, including demographics, treatment paths, inbound call volumes and turnaround times from diagnosis to treatment
- Prepare routine operational reports, professional correspondence, custom travel itineraries and internal departmental service documentation
- Maintain constant readiness for system-wide DNV, Department of Health and Senior Services (DHSS) and CMS surveys by completing regular self-assessments against established regulatory standards
- Perform other duties as assigned
MINIMUM REQUIREMENTS- Education: Bachelor's in Nursing (BSN) required; Master's in Nursing (MSN) preferred.
- Experience: Three years of experience in healthcare navigation and/or concierge services, guest relations, hospitality, patient experience, executive support or healthcare coordination. Experience within a hospital, healthcare system, luxury hospitality or medical office environment is strongly preferred.
- Other Credentials: Registered Nurse - NJ
- Knowledge and Skills: Working knowledge of regulatory requirements, including DNV surveying and patient experience policy. Exceptional customer service and interpersonal communication skills. Demonstrated ability to engage with guests through professional and welcoming interactions. Practical skill in identifying issues and applying real-time solutions to de-escalate stressful situations. Professional proficiency with the full Microsoft Office Suite of applications. Solid knowledge of healthcare hospitality standards, patient privacy protocols and HIPAA regulations is preferred. Bilingual or multilingual skills are highly preferred to support diverse patient needs.
- Special Training:
- Mental, Behavioral and Emotional Abilities: Demonstrated ability to maintain professionalism, composure and a welcoming presence while handling multiple priorities in a fast-paced environment. Proven ability to exercise high levels of discretion and confidentiality when handling sensitive issues. Proven capacity to work collaboratively across multiple departments and disciplines. Demonstrated strong attention to detail, diligent follow-through and a self-starter mindset.
PHYSICAL DEMANDS AND WORK ENVIRONMENT- Frequent physical demands include: Standing , Walking , Carry objects , Push/Pull , Twisting , Bending , Wrist position deviation , Pinching/fine motor activities , Keyboard use/repetitive motion , Taste or Smell
- Occasional physical demands include: Sitting , Climbing (e.g., stairs or ladders) , Reaching forward , Reaching overhead , Squat/kneel/crawl
- Continuous physical demands include: Talk or Hear
- Lifting Floor to Waist 25 lbs. Lifting Waist Level and Above 25 lbs.
- Sensory Requirements include: Very Accurate 20/40, Near Vision, Very Accurate 20/40, Far Vision, Color Discrimination, Accurate Depth Perception, Accurate Hearing
- Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens , Chemical , Airborne Communicable Disease , Dust/Particulate Matter
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This position is eligible for the following benefits:- Medical Plan
- Prescription drug coverage & In-House Employee Pharmacy
- Dental Plan
- Vision Plan
- Flexible Spending Account (FSA)
- Healthcare FSA
- Dependent Care FSA
- Retirement Savings and Investment Plan
- Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
- Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
- Disability Benefits - Long Term Disability (LTD)
- Disability Benefits - Short Term Disability (STD)
- Employee Assistance Program
- Commuter Transit
- Commuter Parking
- Supplemental Life Insurance
- Voluntary Life Spouse
- Voluntary Life Employee
- Voluntary Life Child
- Voluntary Legal Services
- Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
- Voluntary Identity Theft Insurance
- Voluntary Pet Insurance
- Paid Time-Off Program
The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level.
The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.
