Clinical Concierge - Urgent Care - Full time, Days

Texas Health•Flower Mound, TX

6d•Onsite

About The Position

The Clinical Concierge guides consumers and their secondary guests through the urgent care visit to enhance the consumer experience, maximize throughput, and deliver clinical excellence. The role includes clinical support such as assisting providers with care and treatment, laboratory testing, medication administration, and other duties, as well as patient registration, payment collection, rooming, and discharge. Concierges are expected to maintain competency and work in all assigned positions on a rotating basis. The position is part of the urgent care team, works under the direction of the Site Manager, and collaborates closely with providers and other clinical staff. The Clinical Concierge welcomes consumers and their guests, builds trust through professional and empathetic interactions, and uses discretion, judgment, diplomacy, decision-making, and customer service skills. The role includes registering patients through EPIC, collecting identification and payor documentation, measuring and documenting vital signs and patient history, performing ordered laboratory testing and collections, administering oral and intramuscular medications, and assisting providers with procedures and emergency care. The position also includes scheduling primary care referrals, maintaining supplies and medications, and completing facility quality checks. Texas Health Breeze Urgent Care treats most minor illnesses and injuries. Centers are open 8 a.m. to 8 p.m., 365 days a year. This position is based at the Flower Mound location and floats across multiple Texas Health Urgent Care locations. The schedule is full-time, three 12-hour shifts per week, with rotating days, weekends, and holidays, from 7:45 a.m. to 8:15 p.m. During orientation, employees may earn more than 20 contact hours that can be used to renew a medical assistant certification.

Requirements

High school diploma or equivalent.
Successful completion of a Medical Assistant education program, or successful completion of a Vocational Nurse program.
Certified or Registered Medical Assistant, or Licensed Vocational Nurse (LVN) in the State of Texas if working as an LVN; the applicable credential is required upon hire.
Six months of previous clinical experience in a health care facility as an LVN, MA, CNA, or in another patient-care role, or completion of an internal THR MA externship training program in lieu of experience.
BCLS (Basic Cardiac Life Support), maintained every two years and required before providing independent patient care; must be obtained within 30 days of hire.
THR Urine Drug Collector training, maintained every five years and required before providing independent care; must be completed within 30 days of hire.
Demonstrate discretion, good judgment, diplomacy, decision-making, and a customer service attitude.

Nice To Haves

Previous experience with an electronic health record.

Responsibilities

Guide consumers and their secondary guests through the urgent care visit to enhance the consumer experience and maximize throughput.
Assist providers with patient care, treatment, laboratory testing, and other clinical duties.
Perform patient registration, collect payments, room patients, and complete patient discharge.
Maintain competency and perform assigned positions on a rotating basis.
Collect identification and payor-related documentation and register patients using the EPIC workflow.
Measure and document vital signs, including temperature, pulse, oxygen saturation, respiration, blood pressure, height, weight, and pain level, and communicate results to the consumer and provider.
Document the chief complaint, allergies, health history, and current medications accurately in EPIC for provider review.
Perform and document laboratory testing and specimen collections according to provider orders and standard operating procedures, including venipuncture after competency check-off.
Administer and document oral and intramuscular medications using the appropriate medication verification workflow.
Assist providers with procedures, including maintaining a sterile field, laceration repair, incision and drainage, application of orthopedic goods, and assistance with ortho-glass application.
Interact professionally and empathetically with consumers and secondary guests in accordance with patient experience standards.
Welcome consumers and their guests, introduce themselves, and inquire about the purpose and nature of the visit.
Recognize emergent patients and immediately notify the provider; perform BLS, administer oxygen, and assist with emergency care.
Schedule primary care referrals for consumers.
Maintain office supplies, medical supplies, and medications at assigned par levels.
Perform facility quality checks according to established policies and procedures.
Perform other duties as assigned.