Patient Concierge, Gastroenterology

Allentown, PA, USA|Travel

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $15.25 - $19.75

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

Tuition Reimbursement

Job Description

St. Luke's University Health Network is a renowned healthcare organization committed to delivering exceptional care to patients throughout its diverse network. Known for its unwavering dedication to excellence, St. Luke's prides itself on the skills, experience, and compassion of its employees who are considered its most valuable assets. The network’s mission revolves around caring for the sick and injured, educating physicians, nurses, and other healthcare providers, and improving access to quality healthcare for communities regardless of their ability to pay. As a leader in healthcare, St. Luke's integrates patient-centered approaches with best practices and innovative solutions to ensure superior patient outcomes and satisfaction.

Within this esteemed healthcare system, the role of the Patient Concierge holds a pivotal place. This position is designed for a passionate patient advocate who is tasked with delivering a unique and exceptional patient experience. The Patient Concierge directly contributes to fostering a patient-centric culture within the practice by facilitating a variety of administrative and support services essential to smooth day-to-day operations. Key responsibilities include engaging patients in a courteous and compassionate manner, assisting them at multiple touchpoints such as check-in, check-out, consent, registration, and providing education about digital tools like MyChart. Beyond administrative tasks, the Patient Concierge plays a vital role in enhancing the patients’ experience through concierge-style service in the waiting area and hands-on support with kiosk check-in processes.

This role involves collaboration with several departments to ensure patient needs are anticipated and addressed effectively. The Patient Concierge supports practice opening and closing procedures, cash management, mail processing, and timely handling of patient inquiries and requests. Coordination with the Access Center is critical for addressing urgent scheduling needs and clinical inquiries, which helps maintain a seamless healthcare delivery process for patients. The job demands not only strong communication and customer service skills but also a solution-oriented mindset that embraces creativity and proactive problem-solving.

Physically, the role requires the ability to sit, stand, and walk for extended periods, with occasional lifting and pushing activities. Candidates should demonstrate excellent communication skills, a keen focus on compliance, continuous personal and professional growth, and time management proficiency. The role prefers candidates with at least one year of practice-based or similar healthcare experience and values prior customer service experience. This is an equitable opportunity within a leading health network, emphasizing the value of every employee in achieving the mission of improving health outcomes and access to care.

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 facilitate and present
focused on compliance
ability to demonstrate continuous growth
quality-driven
service-oriented
excellent time management skills
ability to communicate clearly and concisely with patients
ability to listen and show compassion and empathy
commitment to patient centric mindset

Job Qualifications

High school graduate or equivalent
preference given to graduates of administrative training programs
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 including check-in, patient consent, check-out, pre-registration and real-time eligibility verification, registration, MyChart education, appointment and testing scheduling (as applicable) at check-out, point of service payment collection, and addressing patient inquiries such as form and medical record requests
delivers waiting room concierge service and provides 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 a solution-oriented and creative mindset to effectively anticipate and tend to patient needs by partnering with other organizational team members and departments