Patient Concierge Coordinator, Ambulatory Scheduling, Full Time, First Shift

UC Health•Cincinnati, OH

21h•Onsite

About The Position

The Ambulatory Concierge Coordinator serves as a key liaison for patients, providers, and healthcare teams, delivering concierge-level support across programs including the Referring Physician Department, International Patient Program, Signature Services, and Executive Health. This role is responsible for coordinating seamless access to care through provider-to-provider consultations, appointment scheduling, patient registration, insurance verification, medical record management, and care coordination across multiple specialties and clinics. The coordinator supports VIP, executive, and international patient populations by providing personalized, high-touch service and ensuring timely, efficient navigation throughout the healthcare continuum. Responsibilities include managing international patient referrals, collaborating with insurers and embassy representatives, maintaining accurate documentation in Epic and Salesforce PRM, and facilitating clear communication among patients, providers, and operational teams. Working closely with clinical and administrative leaders, the Ambulatory Concierge Coordinator helps enhance patient access, strengthen referral relationships, and deliver an exceptional patient experience. The ideal candidate is a highly organized, customer-focused professional with outstanding communication skills, strong attention to detail, and the ability to manage complex, time-sensitive requests with discretion, professionalism, and efficiency in a fast-paced environment.

Requirements

High School Diploma or GED.
Experience in a healthcare environment or supporting providers preferred or three years equivalent experience.
Strong multitasking, prioritization, and organizational skills.
Proficiency with call center systems, EMR platforms, and Microsoft Office.
Excellent communication, interpersonal, and customer service skills.
High level of professionalism, discretion, and emotional intelligence.
Strong critical thinking, problem-solving, and attention to detail.
Ability to thrive in a fast-paced, high-pressure environment.
Commitment to delivering high-quality service experience.

Nice To Haves

Associate's or Bachelor's preferred.
Experience supporting provider-to-provider consult lines or transfer center operations.
Background in concierge services, executive support, or VIP patient care coordination.
Working knowledge of medical terminology and healthcare workflows.

Responsibilities

Serve as the primary coordination point for real-time provider-to-provider consultations across multiple clinical specialties, ensuring seamless communication and continuity of care.
Triage and prioritize urgent and emergent consultation requests to support timely clinical decision-making and optimal patient outcomes.
Maintain comprehensive documentation of consultation activity, including participating providers, clinical rationale, disposition, and follow-up actions.
Resolve communication barriers and facilitate efficient completion of complex provider interactions.
Maintain expert knowledge of clinical service lines, provider practice patterns, organizational resources, and escalation pathways to support efficient care coordination.
Partner with physicians and clinical leaders to facilitate timely specialty access and consultation follow-up.
Coordinate complex patient scheduling across multiple specialties, diagnostic services, procedures, imaging, laboratory services, and ancillary departments.
Manage urgent appointments, expedited referrals, executive requests, and time-sensitive scheduling needs.
Perform patient registration, demographic verification, insurance validation, and referral management in accordance with organizational standards.
Coordinate referral workflows to ensure timely access and continuity of care.
Develop and maintain integrated patient schedules that optimize provider availability and minimize delays in care.
Utilize enterprise EMR and scheduling platforms to ensure accurate documentation, patient tracking, and operational efficiency.
Coordinate schedule changes, cancellations, urgent add-on appointments, and follow-up care while maintaining continuity across the patient's care journey.
Deliver a high-touch concierge experience for executive, VIP, and international patients throughout the continuum of care.
Serve as the primary point of contact for international patients, referring providers, embassies, employers, and care teams from referral through completion of care.
Coordinate comprehensive international patient itineraries, aligning appointments with travel schedules while optimizing multidisciplinary care delivery.
Collaborate with interpreter services, financial clearance, registration, and clinical departments to support the unique needs of international patients.
Coordinate receipt, organization, and availability of outside medical records and translated documentation to facilitate provider review and treatment planning.
Facilitate provider review of international referrals and coordinate multidisciplinary treatment planning as appropriate.
Ensure seamless communication between patients, providers, and support services while maintaining the highest standards of confidentiality, discretion, and customer service.
Coordinate follow-up care, virtual visits when appropriate, and transitions back to referring providers upon completion of care.
Collaborate closely with physicians, advanced practice providers, clinical leadership, and operational teams to facilitate coordinated patient care and access initiatives.
Serve as a liaison between providers, clinic leadership, and operational departments to resolve scheduling challenges, consultation needs, and workflow barriers.
Support provider schedule optimization and clinic efficiency through proactive coordination and resource management.
Foster collaborative relationships across specialties to improve communication, patient access, and operational performance.
Coordinate continuity of care by facilitating follow-up appointments, provider communications, and transitions back to referring providers when appropriate.
Deliver exceptional customer service to physicians, executive leadership, patients, referring providers, international partners, and clinical staff.
Manage high-volume, complex communications while maintaining exceptional responsiveness, professionalism, and accuracy.
Communicate effectively with stakeholders at all organizational levels using sound judgment, diplomacy, and discretion.
De-escalate concerns and resolve patient, provider, and operational issues while maintaining a superior service experience.
Build trusted relationships with internal and external stakeholders to support exceptional patient care and organizational reputation.
Execute patient access, provider consultation, concierge, and international scheduling workflows in accordance with organizational standards and regulatory requirements.
Maintain the integrity of clinical and operational data through accurate documentation across enterprise systems and communication platforms.
Monitor service, access, scheduling, and customer experience metrics to support operational excellence.
Identify and implement workflow improvements that enhance patient access, operational efficiency, and service quality.
Participate in organizational initiatives, policy implementation, and strategic projects supporting physician services and patient access.
Perform additional operational responsibilities as assigned