Patient Experience & Hospitality Manager

Job description

Patient Experience & Hospitality Manager About Hospitality Health ER At Hospitality Health ER, our mission is to raise the expectation of emergency medical care by combining high-quality medicine with genuine hospitality, compassion, and human connection. We believe emergency care should feel different. Our goal is not only to provide exceptional medical treatment, but to create an environment where patients and families feel supported, respected, informed, and cared for throughout their experience. We strive to humanize the ER experience by treating every patient with dignity, honesty, kindness, and empathy while creating a warm, welcoming atmosphere for everyone who enters our facility. Our culture is built around people. We believe in supporting our employees, encouraging growth and creativity, and empowering our team to make thoughtful decisions in the best interest of the patient. We value individuals who take ownership, think beyond the status quo, and genuinely care about the experience they create for others. At HHER, hospitality is not a department. It is part of who we are. Overview for the Patient Experience & Hospitality Manager We are seeking a capable, grounded, and hospitality-driven Patient Experience & Hospitality Manager to support the day-to-day experience, engagement, and on-site execution at a fast-paced healthcare facility. This is a highly visible, hands-on role for someone who thrives in real-time environments, notices details others miss, and naturally takes ownership of the experience around them. The right candidate enjoys being present on the floor, solving problems creatively, supporting both patients and staff, and ensuring ideas are fully executed, not just discussed. The Patient Experience & Hospitality Manager partners closely with facility leadership to support patient experience, staff engagement, internal events, and hospitality-driven initiatives that shape how the facility functions and feels day to day. The Patient Experience & Hospitality Manager plays a critical role in helping patients and employees feel seen, supported, cared for, and genuinely valued during some of the most stressful and vulnerable moments of their lives. The right person understands that hospitality is not just about service. It is about creating trust, comfort, connection, and calm through thoughtful action, emotional awareness, and consistent follow-through. This is not a desk-only position. The role requires visibility, adaptability, and a willingness to step into real-time situations with professionalism, creativity, and sound judgment. This is a highly visible role within a 24/7 emergency room environment. While many responsibilities occur during standard business hours, approximately 25% of working hours will take place after 5:00 PM to support shift transitions, night shift employees, events, and operational needs across all schedules. The right candidate understands that hospitality and culture are not limited to daytime operations and values being present for both patients and staff across all shifts. The Patient Experience & Hospitality Manager plays a critical role in shaping the day-to-day patient and employee experience across one of the most visible teams in the organization. This role partners closely with frontline staff and leadership to help maintain hospitality standards, support team culture, navigate real-time challenges, and elevate the overall experience for patients, families, and employees. Hospitality | Experience Creation | Creative Problem Solving | Emotional Intelligence | Employee Engagement | Service Recovery | Guest Experience | Culture & Engagement | Hands-On Support | Thoughtful Leadership | Adaptability | Fast-Paced Environment Responsibilities for the Patient Experience & Hospitality Manager Patient & Facility Experience Serve as a visible, engaged presence on the floor, approximately 90 percent hands-on and 10 percent administrative Support a consistently positive experience for patients, families, staff, and visitors Assist with real-time problem solving and on-site decision making Engagement, Events & Culture Coordinate internal events, staff celebrations, and special facility moments Support themed initiatives, décor, and engagement efforts in partnership with leadership Oversee logistics including vendors, meals, setup, breakdown, and supplies Project Coordination Track timelines, deliverables, and follow-through to completion Anticipate needs and prevent gaps before they impact the experience On-Site Decision Support Act as a trusted on-site resource for day-to-day decisions related to experience and engagement Navigate unexpected situations with professionalism and sound judgment Communicate clearly with leadership when alignment or escalation is needed Experience & Culture Alignment Support internal brand awareness through consistency, presentation, and execution Partner with leadership on initiatives that reflect professionalism, care, and intention Help ensure the facility environment aligns with organizational values and standards Ideal Candidate for the Patient Experience & Hospitality Manager The right person for this role naturally goes beyond what is expected. They notice details others miss, anticipate needs without being asked, and take pride in creating thoughtful, memorable experiences for both patients and staff. This role exists to help ensure patients and employees feel seen, supported, cared for, and genuinely valued during some of the most stressful and vulnerable moments of their lives. The ideal candidate understands that hospitality is not just about service. It is about creating trust, comfort, connection, and calm through thoughtful action, emotional awareness, and consistent follow-through. They may come from hospitality, guest services, events, experiential retail, entertainment, healthcare, customer experience, or other fast-paced people-centered environments. Traditional healthcare leadership experience is not required. This role is ideal for someone who: Thinks creatively and solves problems in real time Notices emotional dynamics and responds with empathy, professionalism, and sound judgment Enjoys creating environments that feel welcoming, thoughtful, and intentional Is energized by people, unpredictability, and hands-on involvement Can navigate difficult or uncomfortable situations calmly while preserving dignity and trust Maintains high standards while still making people feel respected, supported, and cared for Takes ownership naturally and follows through without needing constant direction Understands that small details often shape the overall experience Thrives in a highly visible role where presence, adaptability, and responsiveness matter Examples of backgrounds that may translate well include hospitality leadership, guest services, event coordination, camp counseling, experiential programs, entertainment or theme park environments, customer experience roles, or other service-driven environments focused on creating meaningful experiences for others. Pay & Benefits We believe exceptional people deserve exceptional support. Hospitality Health ER is committed to creating an environment where employees feel valued, supported, and empowered both professionally and personally. Our benefits and culture are designed to reflect the same level of care and hospitality we strive to provide our patients every day. What We Offer Comprehensive medical coverage with 100% of employee premiums paid by the company $0 deductible healthcare plan with access to $0 out-of-pocket costs for eligible care and prescriptions through our benefit structure 401(k) with company match Annual bonus opportunities Paid time off A supportive, team-oriented culture that values creativity, initiative, and genuine human connection Employee celebrations, themed events, and a hospitality-driven environment that prioritizes both patient and employee experience Leadership that encourages growth, autonomy, and thoughtful decision-making The opportunity to help shape and elevate one of the most unique patient experience cultures in emergency healthcare At HHER, we believe culture matters. We work hard, support one another, celebrate wins together, and strive to create an environment where people genuinely enjoy coming to work. Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. Hospitality Health ER is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status.