Serves as an important “Contact Impression Officer” of the Froedtert & The Medical College of Wisconsin health network, going above and beyond to deliver exceptional and memorable concierge-style customer service and hospitality for our patients and families. The patient facing Patient-Experience Rep works in the ED, on In-Patient floors, in End of Life patient situations, and with VIP patients, working constantly to help generate an environment where patients and their families feel secure, informed, and understood. This customer service orientated position is sourced from, and directly supports, Froedtert Health’s vision of being a trusted leader in health care. This position requires a professional, helpful, and friendly attitude as it is patient and family facing. EXPERIENCE DESCRIPTION: A minimum of 5 years of experience in Guest Services or a minimum of 6 months of experience internally at Froedtert Hospital is required. EDUCATION DESCRIPTION: High School diploma or equivalent is preferred. TRAINING DESCRIPTION: To be completed within first six months, minimum forty hours shadowing experience within each area: o Patient Experience Rep / EOL Family Coordinator o Patient Experience Rep / Froedtert Emergency Department o Patient Experience Rep / In-Room Patient Rounding o Patient Experience Rep / VIP. SPECIAL SKILLS DESCRIPTION: Proficient in Microsoft programs. Strong verbal intra and interdepartmental communication skills. Ability to track data in an accurate and timely manner for the purposes of supporting customer service analytics. Bilingual is preferred. Ability to execute security protocol assignments during an emergency drill, preferred. Proficiency in Epic is preferred. LICENSURE DESCRIPTION: American Heart Association (AHA) Basic Life Support for the Healthcare Provider (BLS) or an AHA approved equivalent is required within 90 days of hire. Perks & Benefits at Froedtert Health Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following: Paid time off. Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities. Academic Partnership with the Medical College of Wisconsin. Referral bonuses. Retirement plan - 403 b. Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics. Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.