Concierge Coordinator

University of Miami•Miami Beach, FL

7d•Onsite

About The Position

The Concierge Coordinator liaises between referral sources, hospitals, and physicians to meet the healthcare needs of patients seeking medical care within the University of Miami Health System. This role coordinates the full cycle of medical services for international or VIP patients by gathering all pertinent data from patient, referring physicians, and payers. They organize transportation and lodging for patients transferring to or seeking services at UM facilities, schedule appointments, register patients, and verify insurance coverage. Additionally, they negotiate discount and bundled package pricing, obtain letters of agreement and payments from self-pay patients and other payers within guidelines, and follow up with patients and non-contracted payers to collect funds. The coordinator also serves as an after-hour contact on a rotating basis, troubleshooting problems independently and expeditiously, and adhering to University and unit-level policies and procedures.

Requirements

Bachelor’s Degree in related field required
Minimum 1 year of relative experience required
Ability to communicate effectively in both oral and written form.
Ability to handle difficult and stressful situations with professional composure.
Ability to maintain effective interpersonal relationships.
Ability to understand and follow instructions.
Excellent customer service skills.
High level of attention to detail and organizational skills.
High level of time management skills.

Nice To Haves

Experience in working with Epic and NICE and Contact preferred.

Responsibilities

Coordinates the full cycle of medical services for international or VIP patients by gathering all pertinent data from patient, referring physicians, and payers.
Organizes transportation and lodging for patients transferring to or seeking services at UM facilities.
Schedules appointments, registers patients, and verifies insurance coverage.
Negotiates discount and bundled package pricing, and obtains letters of agreement and payments from self-pay patients and other payers within guidelines.
Follows up with patients and non-contracted payers to collect funds.
Serves as an after-hour contact for one week on a rotating basis.
Troubleshoots any problem independently and expeditiously.
Adheres to University and unit-level policies and procedures and safeguards University assets.
Communicates with patients regarding our programs and services via phone calls using Nice In Contact phone system or e-mail.
Facilitates membership agreement signature and payment collection for patients interested in joining UHealth Concierge program.
Onboards new Concierge members by scheduling meet and greet meetings for patients with physicians to establish primary care provider and codes new members in Epic as well as in internal department logs for tracking purposes.
Manages medical services for UHealth Concierge members by gathering all pertinent data and coordinating as needed.
Serves as UHealth Concierge members liaison between clinical departments by gathering pertinent information from both parties to coordinate and provide quality patient care.
Communicates with UHealth Concierge members regarding estimate amounts due at point of service.
Coordinates with UHealth Concierge members time of arrival, appointment location, and appointment instructions.
Follows up with UHealth Concierge members on additional appointments needed, coordinates test scheduling and referrals.
Answers multiple UHealth Concierge member requests including incoming triage calls, responding to patient questions and then documents messages in the appropriate programs such as UCHART/EPIC or Microsoft programs.
Documents all patient interactions in department log to ensure continuity of care.
Reviews Executive Health Inbox for inquiries and provides assistance by working with various departments to handle accordingly.
Works cooperatively with colleagues and other departments including leadership to solve problems and enhance the smooth and efficient flow of the practice while displaying a positive attitude.
Responsible for regular communication of the department's role to appropriate internal and external parties.
Troubleshoots time sensitive issues and must work well under pressure independently and/or in a collaborative environment expeditiously.
Handles Concierge membership renewal process by communicating upcoming membership expiration dates, facilitating the signature of a new agreement, and collecting payment or offboarding member should they choose not to renew.
Blocks provider schedules as needed to ensure efficient clinical workflow.
Communicates confidential information ensuring compliance with all regulatory guidelines (i.e., HIPAA) and University policies as appropriate.
Adapts to changing work demands and environment.
Anticipates potential problems and assists leadership in the development of contingency plans.
Must be willing to travel/float between sites.