University of Maryland Medical System ยท 1 hour ago
Patient Experience Specialist, 3PM-11PM
Towson, MD
Full-time
Onsite
Entry Level
$20.47/hr - $28.64/hr
1+ years expUniversity of Maryland Medical System is a recognized healthcare institution in Baltimore, Maryland. The Patient Experience Evening Specialist provides support and assistance to patients and their families in the Emergency Department, ensuring excellent customer service and facilitating communication with the care team.
Hospital & Health Care
Responsibilities
Establishes a relationship with each patient and care partner upon arrival or as soon as possible. Introduction of Patient Experience Specialist role and orientation to room, unit, and/or department
Orient the patient and family to their roles, responsibilities and benefits of being an active part of the care team
Meets patient/family experience touchpoints to enhance the patient/family experience such as transfers, surgical preparation, discharge planning etc
Warmly greets all families and visitors to the unit or department. Orients each family to the processes associated with the unit or department including communication with the clinical staff, and visitation guidelines and wayfinding
Develops strong relationships with patients, families, physicians and team members to ensure a professional and consistent experience in the unit or department. Anticipates needs of families in waiting rooms and the patient rooms. Ensures excellent customer service while interacting with and serving a culturally diverse population
Team member exhibits a positive attitude at all times, exhibits enthusiasm while performing duties and acts as role model in demonstrating excellent customer service behaviors
Team member exhibits emotional maturity by controlling emotions during frustrating or anger provoking situations with others and remaining calm during crisis or emotionally charged situations
Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment. Possesses a positive attitude, professional appearance, genuine and confident demeanor
Collaborates with nursing, answers call bells, assists with care rounds and appropriately communicates the needs of the patient and family with nursing team. Can independently offer comfort items such as blankets, linens, and other amenities
Collaborates with Patient Experience Department and Nursing Department to establish and maintain best practice initiatives
Coordinates communications for families in delicate and stressful situations. Manages requests from patients, families, visitors, physicians, and other team members while maintaining departmental and hospital policies. Displays sensitivity to patient and family concerns, in a non-judgmental way
Works cooperatively to resolve issues and concerns that arise using service recovery strategies. Possesses integrity and accountability in actions consistent with our values and must have behaviors. Ability to make appropriate judgments to resolve issues proactively
Maintains collaborative working relationship with other departments, referring issues when appropriate, i.e. Pastoral Care, Social Work, Interpreters, Food and Nutrition, Security, Volunteers, and Nursing
Participates in meetings with other Patient Experience Specialist and supports the growth and development of the role
Maintains supply inventory, if applicable, sufficient to meet the needs of the waiting areas
Assures amenities are available to patient families and assists in maintaining a tidy waiting area
Identifies patient, family and/or visitor perception of services and provides feedback to team in order to effect changes to enhance service. Promotes the establishment and maintenance of meaningful relationships with team members to enhance the delivery of health care
Complies with applicable regulations such as HIPAA, corporate compliance and safety. Maintains strict confidentiality of patient matters
Contacts Patient Experience Director, Guest Services, Safety, Security, Environmental Services, and Facilities Management, Interpreter Services for assistance when necessary
Reports safety concerns immediately and utilizes UMMSafe
Performs related duties as required. Assists with training new team members
Qualification
Required
Completion of a high school level of course work with attainment of a high school diploma, High School Equivalency Certificate (GED) or equivalent experience
A minimum of 1 year in person customer service experience is required
BLS certification required, will be provided by employer during orientation
Must be able to read, write, and speak the English language fluently
Highly effective interpersonal and verbal skills including courtesy, resourcefulness and efficiency in answering questions, giving directions, locating appropriate hospital personnel and explaining hospital policies and procedures are necessary
Ability to adapt communication style and tone to fit the situation
Ability to demonstrate positive guest relations skills when dealing with challenging people and difficult situations
Practices effective listening and problem-solving skills
Will train for appropriate use of EPIC applications and other pertinent platforms
Knowledge of basic use of computer and will train for appropriate use of other relevant applications
Professional telephone etiquette
Preferred
Post high school certificate or college coursework in healthcare or guest relations strongly preferred
Experience in a hospital or healthcare setting is preferred
Bilingual Spanish a plus but not required
Benefits
Shift Differentials
Review the 2025-2026 UMMS Benefits Guide
Company
University of Maryland Medical System
The University of Maryland Medical System (UMMS) was created in 1984 when the state-owned University Hospital became a private, nonprofit organization.
10001+ employees
H1B Sponsorship
University of Maryland Medical System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (15)
2023 (18)
2022 (9)
2021 (5)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Kenneth Kozel
President and CEO
Hank Franey
Executive Vice President and CFO
Recent News
2023-06-30
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