Specialty Concierge

American Vision Partners • Tempe, AZ

2d

About The Position

The Specialty Concierge is responsible for the day-to-day coordination and service delivery operations of patients scheduled for specialty surgeries, with an initial emphasis on glaucoma. This includes monitoring authorizations, communicating step therapy to patients and providers and coordinating, rescheduling with counseling teams.

Requirements

• Education: High School Diploma or GED.
• Experience and Requirements: Minimum of 2 years ophthalmology supervisory experience preferred-anterior segment experience is preferred.
• Proficient in computer applications, including Microsoft Office Suite; experience with Adobe software preferred.
• Experience with medical office software required, NextGen experience preferred.
• Demonstrates strong verbal and written communication skills.
• Exhibits sound problem-solving abilities and effective decision-making skills.
• Proven ability to build, develop, and maintain productive relationships with key stakeholders both internally and externally.
• Highly organized with strong attention to detail and the ability to manage multiple priorities effectively.
• Committed to delivering high-quality patient care and maintaining professional standards of excellence.
• Maintains consistent, reliable, and predictable attendance.
• Commitment to AVP Core Values- Financial Strength, Exceptional Experience, Team Work, Continuous Improvement and Hard Work.
• Demonstrates the ability to work independently while maintaining clear and effective communication.
• Committed to delivering high-quality patient care and ensuring an exceptional patient experience.
• Interacts with patients in a tactful, respectful, and professional manner.

Nice To Haves

• Certified Ophthalmic Assistant (COA) preferred, required within 1 year of employment.

Responsibilities

• Ensures coordination of workflow processes to achieve patient satisfaction and quality, extending to all brands within AVP.
• Provides monthly root cause analysis for preventable, operations-related denials of glaucoma procedures, in partnership with RCM team.
• Develops, manages and publishes, in conjunction with leadership, glaucoma-related workflows pertaining to surgery.
• Provides training regarding workflows to providers and support staff.
• Provides direction to counseling, insurance verification and surgeons’ teams to achieve service alignment.
• Identifies, drives and implements process change needs pertaining to glaucoma-related surgeries.
• Identify marketing needs to target appropriate patient populations; develop resources with providers and marketing team.
• Maintains and updates resources and documentation regarding insurance requirements, patient reschedules and communication.
• Works with Insurance Verification Team and ASC Leadership to ensure communication regarding authorization is documented and visible.
• Obtains and documents all pertinent patient information into system, such as demographics and insurance plan information as well as updating appointments to include all required CPT and diagnosis codes.
• Receive incoming calls from patients elicited by marketing emails, commercials, or other campaigns, including tasks in Inbox group “Glaucoma Concierge”
• Knows, understands and follows professional, teamwork and customer service expectations
• Participates in on-going training and continuing
• Performs other duties as assigned by the organization.

Benefits

• Your health, happiness and your future matters!
• At AVP, we offer everything from medical and dental insurance, significant eye care discounts, child care assistance, pet insurance, continuing education funds, 401(k), paid holidays, PTO, Sick Time, opportunity for growth, and much more!

What This Job Offers

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