Care Concierge Associate
About The Position
Under direct supervision, provides administrative and secretarial support related to coordinating patient care within the clinical practice for special wellness programs such as Concierge and Longevity. Plays a critical role in advancing these services by delivering an exceptional, seamless experience to patients and referral partners. This role ensures that every aspect of the patient journey, from initial inquiry through follow-up, is handled with professionalism, empathy, and precision. This role works closely with clinical, administrative, and leadership teams to strengthen operations, enhance patient satisfaction, and support the growth of new wellness and early detection programs.
Requirements
- High School Diploma
- 2+ years of directly related experience in a medical setting.
- Previous experience using computerized appointment scheduling systems (EPIC preferred) and/or electronic Medical Record (eMR) system (ideally EPIC-Care).
- Knowledge, Skills and Abilities
- Working knowledge of third party payor reimbursement - Medicare, Medicaid, Managed Care and commercial insurance.
- Excellent communication, organizational and interpersonal skills.
- Highly collegial and adaptable to a changing work environment.
- Proficient public relation skills.
- Ability to work collaboratively and professionally to build rapport with others at all levels of responsibility.
- Must possess highest level of discretion in handling sensitive medical and personal information.
- Ability to build and nurture effective working relationships with physicians and colleagues.
Responsibilities
- Assists with the development, launch, and ongoing improvement of preventative and longevity-focused initiatives.
- Serve as a single point of contact to guide patients through the care process, ensuring a smooth and personalized experience.
- Follows established workflows and protocols to ensure consistent and accurate service delivery.
- Fields telephone inquiries & electronic messages from patients.
- Responsible for making, rescheduling, confirming, & cancelling appts for both new & existing patients.
- Obtains, reviews and updates patient demographic and insurance information within EMR.
- Verifies insurance coverage prior to the patient’s appointment.
- Manages patient expectations for all appointments and provides information to patients regarding their visit.
- If applicable, ensures that patients provide any pre-visit documentation, pre-certifications or authorizations for medical services as needed, and/or a referral, if required.
- Uploads all related documentation into patient electronic medical record.
- Responsible for front-end revenue cycle processes, which may include but is not limited to, the check-in/check-out of patients and collection/reconciliation of time-of-service payments, as applicable.
- May also discuss patients responsibility for payments.
- Assists with coordination of follow-up care including scheduling of laboratory/diagnostic tests, scheduling with specialists, forwarding prescription requests and medical concerns for triage.
- Delivers a concierge-level experience through attentive communication, proactive problem solving, and coordination of logistics (to ensure smooth transitions and access to care.
- Provides an excellent patient care experience and intervenes promptly to resolve concerns and improve service.
- Collaborates with internal and external healthcare providers, clinical faculty, partners and patient family members to deliver a high-quality, patient-centered experience.
- Reports barriers to access that may impact patient or project outcomes.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
