Patient Concierge Representative - Transplant - Days

Virginia Commonwealth University Health System•Richmond, VA

52d

About The Position

The Transplant Patient Concierge Representative coordinates and schedules patient appointments within the Transplant service line and is a primary point of contact for patients with initial consults/appointments, treatment plans and other related services. The Transplant Patient Concierge Representative ensures necessary clinical records are received prior to patient appointments, and effectively coordinates with both internal and external clinics, providers, and departments to facilitate care for the patient. The Patient Concierge Representative also performs office and patient access support duties, as needed.

Requirements

High school graduate or equivalent
Minimum of two (2) years of previous patient scheduling/ registration work experience in a healthcare setting
Strong customer service skills and patient/customer centered focus in positive manner in all situations
Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Nice To Haves

Associates or Bachelor's Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field

Responsibilities

Serves as point of contact for patients for initial appointments, treatment plans and other related services.
Assists patients in determining appropriate clinic and specialty for appointment. May use algorithms to correctly determine timeframe and location to meet patient appointment needs.
Works directly with other departments to facilitate coordinated scheduling of appointments, as needed once preliminary appointment has been made. Interfaces with multidisciplinary and other specialty clinics. Works with Language Services to obtain interpreters for initial visits, as needed. Also communicates with referring offices and patients when patients do not show for appointment.
Reviews medical records to ensure that all documents are available to support complete and thorough evaluations. Requests and retrieves patients' previous test information along with clinical history from outside companies/providers that will support a complete and thorough evaluation of the individual's condition based on the service requirements.
Identifies patients that could quality for financial assistance and directs them to financial screening resources.
Provides the appropriate paperwork to the clinical designee, as needed.
Mobilizes appropriate resources for office support services, including scanning documents; facilitating initial financial deposits; mailing patients' packets for all new patient appointments.
Efficiently utilizes existing reporting lines and channels of communication to identify and/or initiate steps to promote patient advocacy. Identifies and appropriately communicates issues that affect the delivery of patient care. Mobilizes appropriate resources to respond to the situation and attempts problem resolution, seeking assistance as needed.
May train and monitor office support staff within the Transplant service line.
Performs other duties as assigned and/or participates in special projects in order to support the mission of VCUHS and the Department. Provides assistance to team members. Accepts alternate assignments, as required.