Patient Concierge General Surgery Clinic

University Hospitals•Willoughby, OH

About The Position

The Patient Concierge is primarily responsible for scheduling referrals for academic and community hospitals, ambulatory primary care, and specialty practices. The role streamlines access and maintains scheduling efficiencies while providing a positive patient experience. The position manages calls, triages requests, coordinates appointments, answers questions about services, and refers patients to appropriate physicians and services. It also supports referral relationships, workflow planning, referral tracking, productivity standards, and compliance with Patient Access policies and Protected Health Information (PHI) requirements.

Requirements

High school equivalent or GED required.
Detail-oriented and organized, with good analytical and problem-solving ability.
Strong patient service experience, communication, and relationship-building skills.
Enthusiastic, positive, and approachable demeanor.
Ability to function independently and as a team player, adapt flexibly, and work in a fast-paced environment.
Strong written and verbal communication skills.
Demonstrated ability to use PCs, Microsoft Office, and general office equipment, including printers, copy machines, multi-line phones, and fax machines.
Certified Healthcare Access Associate (CHAA) certification required within 9 months, or a related medical certification.

Nice To Haves

Associate's degree or progress toward a degree.
Experience using multiple clinical computer systems and applications.
Knowledge of healthcare operations.

Responsibilities

Manage calls, triage requests, and provide callers with appropriate resolutions.
Coordinate appointments with UH specialists, programs, and diagnostic testing in the appropriate time frame, with the correct provider and location.
Answer general questions about UH services.
Refer patients to physicians and services.
Maintain communication with referring physicians regarding referral outcomes.
Establish and maintain strong business relationships with UH clinicians and staff on UH services.
Participate in community marketing and business development functions to increase referrals.
Plan, organize, prioritize, and maintain workflow in coordination with targeted physicians, marketing and clinical initiatives, and UH organizational objectives.
Plan and track referrals by site and source to better manage referral patterns and sources.
Ensure department productivity standards are met or exceeded.
Maintain up-to-date knowledge of computer systems, insurance and government regulations, and Patient Access policies and procedures.
Perform other duties as assigned and comply with all policies and standards.
Safely and securely maintain patient Protected Health Information (PHI), following annual training, the UH Code of Conduct, and UH policies and procedures.