Concierge Coordinator RN - Medical Tourism - Hopewell - Full-Time - DAYS

About this role

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a  full-time equivalent (1.0 FTE)  position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay Range: $86,528.00 - $113,630.40 Scheduled Weekly Hours: 40 Position Overview ESSENTIAL 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

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