Patient Concierge - Neurosurgery

St. Luke's University Health Network•Bethlehem, PA

7d•Onsite

About The Position

The Patient Concierge is responsible for serving as a passionate patient advocate who creates a unique and exceptional patient experience and drives a patient-centric culture while facilitating practice-based administrative and patient support services. The role involves engaging patients, performing clerical duties, providing waiting room support, and assisting with practice operations.

Requirements

High School graduate or equivalent required.
Minimum one year practice-based experience or in a similar healthcare setting preferred.
Customer Service experience preferred.
Excellent communication, facilitation, and presentation skills.
Focused on compliance.
Demonstrates continuous growth.
Quality-driven.
Service-oriented.
Excels at time management.
Ability to communicate to patients concisely and clearly.
Ability to listen, express compassion and empathy, and communicate with a patient centric mindset.

Nice To Haves

Graduates of administrative training programs.

Responsibilities

Engages patients in a polite, prompt, and compassionate manner during all practice-based patient interactions.
Performs clerical service delivery functions with patients, including check-in, patient consent, check-out, pre-registration and real-time eligibility verification, registration, MyChart education, appointment/testing scheduling (as applicable) at check-out, point of service payment collection, and addressing patient inquiries (e.g., form and medical record requests).
Delivers waiting room concierge service and provide hands-on support to patients utilizing the kiosk check-in process.
Facilitates practice opening and closing procedures, maintenance of practice cleanliness, processing of incoming mail and deliveries, cash management and reconciliation, and prompt scanning and indexing incoming faxes.
Supports other practice-based team members by promptly addressing in-basket clerical pool messages.
Partners with Access Center Patient Engagement Partners to address time-sensitive scheduling requests.
Promptly facilitates connection from Access Center Clinical Triage Specialists to practice-based care team members for time sensitive clinical inquiries.
Maintains solution-oriented/creative mindset to effectively anticipate and tend to patient needs by partnering with other organizational team members/departments.