Patient Care Concierge I

CLAREMEDICA HEALTH PARTNERS LLC•Orlando, FL

6d•Onsite

About The Position

The Patient Care Concierge is the first point of contact for patients at Claremedica and a key member of the healthcare team. Acting as a patient advocate, this role provides exceptional customer service and administrative support to help ensure the smooth operation of the front office and excellent patient care. The concierge greets and assists patients, schedules appointments, checks patients in and out, manages patient records and phone calls, and coordinates with medical staff. The role also builds strong relationships with patients and helps them feel that their health is a priority.

Requirements

High school diploma, GED, or equivalent combination of education and experience.
Exceptional oral and written communication, time management, and organizational skills.
Ability to communicate professionally and courteously with employees, patients, and other individuals.
A problem-solving mindset focused on patients and achieving team goals.
Knowledge of medical products, terminology, services, standards, policies, and procedures.
Ability to remain calm in busy or stressful situations and demonstrate strong listening skills.
Ability and willingness to travel locally and/or regionally up to 10% of the time to cover other centers as needed.
Proficiency with Microsoft Office Suite, including Word, PowerPoint, Outlook, and Excel, and other word-processing, spreadsheet, database, email, and presentation software.
Ability to type at least 40 words per minute.
Basic phone and computer operation skills.
Ability to work independently within the role and collaboratively with team members.
Ability to organize and complete work in a timely manner.
Attention to detail to ensure accuracy of reports and data.
Ability to problem-solve, multitask, and carry out instructions.
Ability to read, write, and communicate effectively in English.

Nice To Haves

At least one year of work experience in a medical clinic or prior customer service experience.
BLS certification.
Bilingual ability.
HIPAA and AHCA experience.
Healthcare experience.
EMR system experience.

Responsibilities

Interact with patients and visitors politely and in a friendly manner, and enthusiastically greet guests entering the center.
Prepare new patient registration and complete patient check-in and check-out.
Answer phone calls professionally and courteously, taking detailed and accurate messages.
Maintain and organize the provider’s schedule by scheduling, rescheduling, and confirming patient appointments.
Verify patient demographic information and related materials provided by patients or their representatives.
Obtain insurance information, including ID cards and member or group numbers.
Verify patient insurance, collect required copayments, and collect outstanding balances before visits.
Confirm that patients are scheduled for the appropriate appointment types.
Run the end-of-day financial reconciliation report and provide it to the leader with any cash collected.
Send detailed Telephone Encounters to the appropriate parties.
Scan required documents, such as insurance cards and lab requisitions, into the EMR system.
Monitor and process incoming faxes.
Restock office supplies as needed and maintain an inventory log.
Keep the front office and lobby neat, tidy, and clean.
Maintain the confidentiality of patients’ personal information and medical records.
Participate in daily and weekly huddles.
Present patients with a customer service survey at checkout and escalate issues as needed for immediate service recovery.
Perform other duties as assigned or modified at the manager’s discretion.