Patient Concierge

West Haven Healthcare -

The Patient Concierge is a dedicated support role designed to enhance resident satisfaction and timely response to call lights. The Patient Concierge serves as the “first responder” for call light requests, ensuring all resident needs are addressed promptly, while appropriately escalating clinical needs to licensed staff or CNAs. The position reduces call light wait times, supports efficient workflows, and improves overall care experience by managing non-clinical requests directly and coordinating with CNAs for clinical or personal care needs.

The Patient Concierge also assists with resident transport for in-house and select off-site appointments (e.g., Activities, Rehab, dialysis), allowing CNAs to remain on the units and focus on resident care.

Key Responsibilities

Call Light Response & Resident Support

- Respond promptly to all call lights within assigned unit/area.
- Address and fulfill non-clinical requests (e.g., adjusting pillows/blankets, turning on/off TV, fetching water, assisting with phone calls, delivering snacks, locating personal items).
- Quickly triage requests and notify CNAs or nursing staff for clinical or personal care needs (e.g., toileting, repositioning, medication, transfers).
- Maintain resident dignity, privacy, and safety during all interactions.
- Document and log call light response activity, highlighting trends or frequently requested needs for QAPI purposes.

Resident Transport & Escort

- Escort residents safely to and from in-house services (therapy, activities, beauty shop, dining area).
- Serve as escort for designated off-site appointments (e.g., dialysis), when non-clinical support is appropriate.
- Ensure safe handling of wheelchairs, walkers, and other assistive devices.
- Communicate clearly with nursing team regarding resident’s status before and after transport.

Customer Service & Satisfaction

- Greet residents, families, and visitors courteously, fostering a hospitality-focused culture.
- Proactively check in on residents during downtime to ensure comfort and satisfaction.
- Escalate any resident/family concerns to appropriate nursing or leadership staff.
- Participate in resident satisfaction improvement initiatives.

Team Collaboration

- Act as a liaison between residents and CNAs/Licensed Nurses.
- Maintain consistent communication with unit charge nurse regarding resident needs.
- Support CNAs by relieving non-clinical workload, allowing them to focus on direct care.
- Assist activity staff and other departments with resident engagement as directed.

Qualifications

- High school diploma or GED required.
- Prior healthcare, hospitality, or customer service experience preferred.
- Strong communication and interpersonal skills.
- Ability to multitask, prioritize, and work calmly under pressure.
- Physical ability to push wheelchairs, walk frequently, and assist with safe resident transport.

Core Competencies

- Responsiveness: Demonstrates urgency in meeting resident needs.
- Customer Service: Maintains a resident-centered, service-oriented mindset.
- Collaboration: Works effectively with CNAs, nurses, and interdisciplinary staff.
- Professionalism: Upholds standards of privacy, dignity, and respect at all times.
- Accountability: Tracks and reports call light response metrics for performance improvement.

Working Conditions

- Primarily floor-based role with frequent walking and resident interaction.
- Exposure to resident care environment and occasional off-site transport.
- Flexible schedule including weekends, evenings, and holidays as needed.

Performance Metrics

- Average call light response time .
- Resident/family satisfaction survey scores related to responsiveness.
- CNA/nursing staff satisfaction regarding reduced interruptions for non-clinical tasks.
- Successful and timely transport of residents to scheduled activities or appointments.

Benefits

• Medical, Dental & Vision insurance

• Life Insurance

• Same day pay (Tapcheck)

• 401(k) Retirement Plan

• Time Off/Leave (PTO, Vacation or Sick Leave)

• Holiday Pay

• Paid orientation