Patient Care Concierge I

CLAREMEDICA HEALTH PARTNERS LLC•Miami, FL

10d•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. Serving as a patient advocate, this role provides exceptional customer service and administrative support to 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 builds strong relationships with patients and helps them feel that their health is a priority. The position is based at Claremedica of Plaza Miami in Miami, Florida. It involves general office working conditions and may require local travel between care centers to provide coverage. The work environment typically has a moderate noise level and minimal hazards.

Requirements

High school diploma, GED, or equivalent combination of education and/or experience.
At least 1 year of work experience in a medical clinic is desired, or prior customer service experience.
Exceptional oral and written communication, time-management, and organizational skills.
Ability to communicate professionally and courteously with employees, patients, and others.
Patient-focused problem-solving mindset and ability to work toward 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 effectively independently and 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

BLS certification preferred.
Bilingual ability is a plus.
HIPAA and AHCA experience preferred.
Healthcare experience preferred.
EMR system experience preferred.

Responsibilities

Interact with patients and visitors politely and in a friendly manner, and enthusiastically greet guests entering the center.
Prepare new-patient registration and manage patient check-in and check-out.
Answer phone calls professionally and courteously, taking detailed and accurate messages.
Maintain the provider’s schedule by scheduling, rescheduling, and confirming patient appointments.
Verify patient demographic information and materials provided by patients or their representatives.
Obtain insurance information, verify patient insurance, collect required copays, and collect outstanding balances before visits.
Verify that each patient is scheduled for the appropriate appointment type.
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 necessary documents, including 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 clean and tidy.
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 when immediate service recovery is needed.
Perform other duties as assigned or modified at the manager’s discretion.