Patient Experience Concierge

Yeshiva University•York, NY

About The Position

The Patient Experience Concierge supports daily front desk and patient access operations at Yeshiva University’s College of Dental Medicine and serves as a primary point of contact for patients and visitors. The role handles patient registration, check-in and check-out, demographic and insurance verification, appointment scheduling, patient communications, and maintenance of accurate information in the electronic dental record and practice management system. The Concierge works with Patient Experience Specialists, clinical staff, faculty, administrative teams, and the Business Office to support patient flow and address registration, insurance, scheduling, or account-related issues that may affect care. The role also prepares and validates upcoming patient schedules in advance to help ensure required information and documentation are complete before appointments. Yeshiva University’s new DDS program will integrate digital dentistry techniques and use an innovative 36-month block-style curriculum. The university describes its community as one focused on academic excellence, intellectual exploration, collaboration, professional growth, well-being, work-life balance, and mutual respect.

Requirements

High school diploma or GED.
Five to seven years of experience in a dental, medical, healthcare, or other patient-facing healthcare environment.
Proficiency with Microsoft Office products, including Outlook, Word, and Excel.
Ability to learn and efficiently use electronic health records, dental practice management systems, insurance verification portals, and related technology.
Demonstrated knowledge of dental insurance, eligibility and benefit verification, common dental procedures, and dental terminology.
Strong patient service skills and ability to provide a professional, welcoming, patient-centered experience.
Ability to communicate professionally and effectively with patients, faculty, students, staff, the Business Office, and other departments.
Strong attention to detail and accuracy in patient registration, insurance information, scheduling, and electronic records.
Ability to work effectively in a team-based clinical environment and manage a high volume of patients and competing priorities.
Ability to develop and maintain strong working relationships with faculty, students, clinical staff, and administrative personnel.
Proficiency in basic computer applications, including Microsoft Office.
Ability to maintain confidentiality and comply with HIPAA, FERPA, institutional policies, and applicable state and federal requirements.
Strong organizational, problem-solving, and time-management skills, including the ability to identify, resolve, or appropriately escalate patient access and scheduling issues.

Nice To Haves

Experience with patient registration, appointment scheduling, insurance verification, electronic health records, or dental practice management systems.
Experience working in a high-volume patient care environment.

Responsibilities

Manage front desk operations and serve as the primary point of contact for patients and visitors; greet patients, complete check-in and check-out, and support efficient clinic flow.
Verify patient identity and confirm required demographic information, including date of birth, current address, telephone number, and insurance information.
Ensure required patient registration forms, acknowledgments, consents, and applicable policy forms are accurately completed and signed.
Scan and upload current government-issued identification and dental insurance cards into the electronic patient record.
Verify dental insurance eligibility and benefits before appointments, using payer portals and verification systems when coverage is unverified or incomplete.
Prepare and validate patient schedules at least three business days before appointments to ensure registration, insurance, demographic, and administrative information is complete and accurate.
Maintain accurate and complete patient demographic, insurance, registration, and appointment information in the electronic dental record and practice management system.
Schedule, confirm, cancel, and reschedule appointments according to College of Dental Medicine protocols.
Assist patients with patient portal access and electronic registration, as applicable.
Receive, respond to, and appropriately route patient calls, messages, inquiries, and other communications.
Communicate with the Business Office about patient accounts, insurance matters, financial requirements, and other issues requiring coordination.
Coordinate with Patient Experience Specialists, clinical staff, faculty, and administrative personnel regarding patient arrivals, scheduling concerns, delays, and other matters affecting patient flow.
Identify and work to resolve incomplete registration, insurance, and other administrative requirements before or during patient visits, as appropriate.
Maintain patient confidentiality and comply with HIPAA, institutional policies, and established patient access and front desk procedures.