Patient Concierge Representative - Adult Outpatient Pavilion - Days

VCU Health•Richmond, VA

4d•Onsite

About The Position

The Patient Concierge Representative coordinates and schedules appointments and serves as a primary point of contact for patients with initial consults/appointments and treatment plans (i.e., infusion, outpatient diagnostic services) for multiple locations and multiple services. This role involves reviewing medical records and scanned documents to ensure completeness for evaluations, interfacing with nursing staff regarding appointment appropriateness, and obtaining preauthorization as required. The representative monitors patient cancellations, processes them in a timely manner, and utilizes waitlists to improve clinic access. A key aspect of this role is providing quality customer service to patients of all ages, their families, visitors, medical staff, clinicians, and co-workers, ensuring courteous, prompt, and respectful interactions. The position also involves performing all aspects of the Patient Access Rep role as needed.

Requirements

Minimum of two (2) years of previous patient scheduling/registration work experience in a healthcare setting.
Strong customer service skills.
Patient/customer centered focus in a positive manner in all situations.
High school graduate or equivalent.

Nice To Haves

Three (3) years’ work experience with medical insurance, HMO, managed care, GE/IDX, Cerner order entry; appointment scheduling and medical terminology.
Associates or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field.

Responsibilities

Coordinates and schedules appointments for patients with initial consults/appointments and treatment plans.
Serves as a primary point of contact for patients.
Reviews medical records and scanned documents to ensure completeness for evaluations.
Interfaces with nursing staff regarding appointment appropriateness.
Obtains preauthorization as required.
Monitors patient cancellations, processes them in a timely manner, and utilizes waitlists to improve clinic access.
Provides quality customer service to patients, families, visitors, medical staff, clinicians, and co-workers.
Schedules or reschedules initial consults/appointments for multiple locations.
Performs all aspects of the Patient Access Rep position, as needed.