Patient Experience & Hospitality Manager

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.

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.

• 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

• 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

• Track timelines, deliverables, and follow-through to completion
• Anticipate needs and prevent gaps before they impact the experience

• 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

• 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

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.