Patient Concierge Representative - Children's Pavilion - Days

VCU Health • Richmond, VA

13h • 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 to ensure all necessary documents are available for evaluation, 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 includes 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.
• Ability to lift 50-100 lbs.
• Ability to perform prolonged standing, prolonged sitting, frequent bending, walking (distance), climbing (steps, ladder, other), reaching (overhead, extensive, repetitive), and repetitive motion.
• Strong recall, reasoning, problem-solving skills.
• Ability to hear clearly, speak clearly, write legibly, read, and think logically.
• Ability to handle a fast-paced environment, steady pace, multiple priorities, frequent and intense customer interactions, noisy environment, and adapt to frequent change.

Nice To Haves

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

Responsibilities

• Coordinates and schedules appointments for initial consults/appointments and treatment plans.
• Serves as a primary point of contact for patients.
• Reviews medical records to ensure completeness for evaluations.
• Interfaces with nursing staff regarding appointment appropriateness.
• Obtains preauthorization as required.
• Monitors patient cancellations and processes them in a timely manner.
• Utilizes waitlists to offer improved access to clinics.
• Provides quality customer service to patients, families, visitors, and staff.
• Performs all aspects of the Patient Access Rep position as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED