Patient Concierge - Behavioral Health

St. Luke's University Health Network is a leading healthcare system recognized for its unwavering commitment to excellence in patient care, education, and community service. As one of the region's most respected health providers, St. Luke's has earned a reputation for delivering compassionate and high-quality care to the sick and injured while educating the next generation of physicians, nurses, and healthcare providers. The organization proudly serves its communities by ensuring improved access to healthcare services regardless of a patient's ability to pay. Dedicated to upholding its mission, St. Luke's values the diverse skills, experience, and compassion of its employees as its most important asset. The team at St. Luke's works individually and collaboratively to advance the organization's vision through patient-centered, innovative, and effective healthcare solutions.

The position of Patient Concierge at St. Luke's University Health Network is an essential role that embodies the organization's dedication to creating an exceptional and personalized patient experience. This position is designed for individuals who are passionate about patient advocacy and who strive to cultivate a warm, welcoming, and patient-centric culture within the healthcare practice setting. The Patient Concierge functions as a vital link between patients and the healthcare team, providing administrative support and facilitating smooth practice operations. This role involves engaging patients during each interaction with politeness, promptness, and compassion, which enhances the overall patient journey from check-in to check-out.

Responsibilities include conducting various clerical functions such as verifying patient eligibility in real-time, managing appointments and testing schedules, educating patients on the MyChart system, and assisting with point-of-service payment collections. The Patient Concierge must also be adept at delivering waiting room concierge services and hands-on support with self-service check-in kiosks to improve patient flow and experience. Beyond direct patient interaction, the role also encompasses supporting practice operations such as opening and closing procedures, maintaining cleanliness, processing incoming mail and deliveries, handling cash management and reconciliation, and managing incoming fax documentation. Collaboration is key, as the Patient Concierge works closely with Access Center Patient Engagement Partners on scheduling requests and connects Access Center Clinical Triage Specialists with practice care team members for urgent clinical inquiries.

Ideal candidates for this role are those who possess strong communication skills, a dedication to compliance, and a service-oriented mindset. They should demonstrate continuous personal and professional growth, excel in time management, and maintain a quality-driven approach to their work. Compassion, empathy, and the ability to listen carefully are equally important for effectively communicating with patients and meeting their needs. Physically, the role requires the ability to sit, stand, and walk for long periods, use fine motor skills for computer tasks, and occasionally lift or push weighted items. St. Luke's offers an enriching work environment with opportunities for staff development and a commitment to employee satisfaction. The Patient Concierge position provides a unique chance to directly impact patient experiences positively while supporting the vital operations of a top-tier healthcare network.