Patient Concierge - Family Medicine, Nazareth
Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee wellness programs
Career development opportunities
Employee assistance program
Job Description
St. Luke's University Health Network is a renowned healthcare organization committed to delivering exceptional medical care and services. Known for its patient-centric approach, St. Luke's prioritizes the skills, experience, and compassion of its employees, recognizing them as the most valuable asset in fulfilling its mission. The organization operates with an unwavering commitment to excellence in caring for the sick and injured, educating healthcare providers such as physicians and nurses, and improving access to care in the communities it serves regardless of a patient's ability to pay. This dedication has positioned St. Luke's as a leader in healthcare services, emphasizing quality care and patient satisfaction throughout its network.
The role of the Patient Concierge is pivotal within this dynamic healthcare environment. This position is designed for individuals who are passionate about advocating for patients and creating a unique, exceptional experience at every point of contact within the practice. Serving as a crucial liaison between patients and healthcare providers, the Patient Concierge ensures a seamless, compassionate, and efficient administrative support system. Responsibilities include handling clerical functions such as patient check-in and check-out, consent management, pre-registration, and eligibility verification to facilitate smooth patient flow and maximize operational efficiency.
In addition to clerical duties, the Patient Concierge delivers personalized waiting room services and supports patients through the kiosk check-in process, embodying a concierge approach that enhances comfort and ease. The position also involves managing practice opening and closing procedures, maintaining cleanliness, processing mail and deliveries, and handling financial transactions, including point of service payment collection and cash reconciliation.
Collaborating closely with Access Center Patient Engagement Partners and Clinical Triage Specialists, the Patient Concierge helps address urgent scheduling requests and clinical inquiries, ensuring timely and effective communication within the care team. This role demands a solution-oriented and creative mindset, consistently anticipating patient needs and partnering with organizational team members to improve service delivery.
The Patient Concierge must maintain excellent communication and interpersonal skills, demonstrating empathy and a patient-centric mindset while navigating the fast-paced healthcare environment. Physical requirements include the ability to sit, stand, and walk for extended periods, as well as the capability to perform repetitive finger movements and occasionally lift and push weighted supplies and equipment. This role requires a commitment to compliance, continuous growth, quality service, and exceptional time management.
St. Luke's University Health Network values diversity and is an Equal Opportunity Employer. The position welcomes applicants with a high school diploma or equivalent, preferably with training or experience in administrative and healthcare settings. The Patient Concierge role offers an opportunity to contribute meaningfully to patient care and satisfaction within a supportive and respected healthcare network. Candidates are encouraged to apply with comprehensive employment and education histories to join a team dedicated to excellence in healthcare services.
The role of the Patient Concierge is pivotal within this dynamic healthcare environment. This position is designed for individuals who are passionate about advocating for patients and creating a unique, exceptional experience at every point of contact within the practice. Serving as a crucial liaison between patients and healthcare providers, the Patient Concierge ensures a seamless, compassionate, and efficient administrative support system. Responsibilities include handling clerical functions such as patient check-in and check-out, consent management, pre-registration, and eligibility verification to facilitate smooth patient flow and maximize operational efficiency.
In addition to clerical duties, the Patient Concierge delivers personalized waiting room services and supports patients through the kiosk check-in process, embodying a concierge approach that enhances comfort and ease. The position also involves managing practice opening and closing procedures, maintaining cleanliness, processing mail and deliveries, and handling financial transactions, including point of service payment collection and cash reconciliation.
Collaborating closely with Access Center Patient Engagement Partners and Clinical Triage Specialists, the Patient Concierge helps address urgent scheduling requests and clinical inquiries, ensuring timely and effective communication within the care team. This role demands a solution-oriented and creative mindset, consistently anticipating patient needs and partnering with organizational team members to improve service delivery.
The Patient Concierge must maintain excellent communication and interpersonal skills, demonstrating empathy and a patient-centric mindset while navigating the fast-paced healthcare environment. Physical requirements include the ability to sit, stand, and walk for extended periods, as well as the capability to perform repetitive finger movements and occasionally lift and push weighted supplies and equipment. This role requires a commitment to compliance, continuous growth, quality service, and exceptional time management.
St. Luke's University Health Network values diversity and is an Equal Opportunity Employer. The position welcomes applicants with a high school diploma or equivalent, preferably with training or experience in administrative and healthcare settings. The Patient Concierge role offers an opportunity to contribute meaningfully to patient care and satisfaction within a supportive and respected healthcare network. Candidates are encouraged to apply with comprehensive employment and education histories to join a team dedicated to excellence in healthcare services.
Job Requirements
- High school graduate or equivalent
- Minimum one year practice-based experience or in a similar healthcare setting preferred
- Customer service experience preferred
- Excellent communication skills
- Ability to listen and express compassion
- Ability to manage time effectively
- Ability to perform physical tasks such as sitting, standing, walking for extended periods and lifting up to 25 pounds
Job Qualifications
- High school graduate or equivalent
- Graduates of administrative training programs preferred
- Minimum one year practice-based experience or in a similar healthcare setting preferred
- Customer service experience preferred
- Excellent communication, facilitation, and presentation skills
- Focused on compliance
- Demonstrates continuous growth
- Quality-driven
- Service-oriented
- Excels at time management
- Ability to communicate to patients concisely and clearly
- Ability to listen, express compassion and empathy, and communicate with a patient centric mindset
Job Duties
- Engages patients in a polite, prompt, and compassionate manner during all practice-based patient interactions
- Performs clerical service delivery functions with patients, including check-in, patient consent, check-out, pre-registration and real-time eligibility verification, registration, MyChart education, appointment/testing scheduling at check-out, point of service payment collection, and addressing patient inquiries
- Delivers waiting room concierge service and provide hands-on support to patients utilizing the kiosk check-in process
- Facilitates practice opening and closing procedures, maintenance of practice cleanliness, processing of incoming mail and deliveries, cash management and reconciliation, and prompt scanning and indexing incoming faxes
- Supports other practice-based team members by promptly addressing in-basket clerical pool messages
- Partners with Access Center Patient Engagement Partners to address time-sensitive scheduling requests
- Promptly facilitates connection from Access Center Clinical Triage Specialists to practice-based care team members for time sensitive clinical inquiries
- Maintains solution-oriented/creative mindset to effectively anticipate and tend to patient needs by partnering with other organizational team members/departments
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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