Patient Concierge, Primary Care, Full time, Days

UChicago Medicine•Orland Park, IL

7d•$28 - $32•Onsite

About The Position

UChicago Medicine is hiring a Patient Concierge for its Primary Care clinic at the Orland Park standalone facility. The Patient Concierge is an essential member of the care team and helps patients access care in a seamless, uncomplicated manner. The role supports clinical activities and clinic operations, including preparing exam rooms, checking patients in and out, documenting in electronic records, and scanning documents. The Concierge also personally escorts and navigates patients throughout the facility, supports ancillary services, and serves as an information resource and patient advocate. The position involves extensive walking and standing throughout the shift and contributes to service and process improvement opportunities. This is a full-time, onsite position. Shifts rotate Monday through Friday, consist of eight hours, and start as early as 6:30 a.m. and end as late as 10 p.m. A rotating Saturday and/or Sunday shift occurs every two to three months.

Requirements

High school diploma or equivalent from an accredited body.
Two to five years of experience providing high-level customer service in a community-based outpatient setting and addressing and resolving complex issues.
Ability to communicate effectively in oral and written form at or above the high school level.

Nice To Haves

Experience working in a community health setting.
Associate’s or bachelor’s degree.
General working knowledge of computer programs, including the Microsoft Office Suite, and knowledge of EPIC.
Prior experience in a practice setting, including in-depth knowledge of appropriate insurance protocols.
Ability to handle stress in a fast-paced environment.

Responsibilities

Exhibit strong customer service, sophisticated communication, and critical-thinking skills when responding to patient and care-team inquiries and requests.
Work in a fast-paced environment and monitor appointment schedules throughout the day to help patients access care at their scheduled times.
Follow established standard work and use identified communication tools to support a consistent, exceptional patient experience.
Use multiple computer applications to support check-in at a kiosk or in person, exam-room check-out, scheduling, and revenue-cycle activities such as insurance verification, pre-certification, authorization, and collections, as required.
Independently collect critical forms and information in preparation for each patient visit and scan records in the EMR before and after visits.
Participate in assigned UCMC projects, including employee engagement, patient experience, and process-improvement projects from inception through planning and implementation.
Conduct performance-improvement initiatives, including participation in interdisciplinary improvement teams.
Ensure exam rooms are fully equipped and set up before patient rooming, and room patients in coordination with the care team.
Provide concierge-type support by assisting with patient transportation and escorts throughout the facility, coordinating interpreter services, and serving as a runner for ancillary services.
Perform other duties as assigned.