Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $15.00 - $19.25
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee assistance program
Professional Development
Disability insurance
Job Description
St. Luke's University Health Network is a renowned healthcare provider dedicated to delivering exceptional care to patients across its extensive network. Known for its commitment to clinical excellence, research, and community service, St. Luke's emphasizes compassionate care for the sick and injured while also focusing on educating physicians, nurses, and other healthcare professionals. This esteemed institution is deeply rooted in the values of integrity, respect, and innovation, aiming to improve health outcomes and access to care regardless of a patient's financial situation. As a trusted name in the healthcare industry, St. Luke's continues to grow and enhance its services, making it a preferred workplace for healthcare professionals who seek to make a meaningful impact in their communities.
The Patient Concierge role at St. Luke's University Health Network is pivotal in fostering a patient-centric culture and enhancing the overall patient experience. This position requires an individual who is passionate about patient advocacy and capable of providing compassionate, timely, and efficient support services within a healthcare practice setting. The Patient Concierge serves as the frontline representative, engaging with patients during various administrative processes such as check-in, consent acquisition, eligibility verification, and payment collection while also assisting with appointment scheduling and patient inquiries. Beyond administrative support, the role involves facilitating a welcoming environment through concierge services and hands-on assistance with kiosk check-in systems.
The responsibilities extend to ensuring smooth operational flow by supporting practice opening and closing procedures, maintaining cleanliness standards, handling mail and deliveries, managing cash reconciliations, and promptly processing incoming communications. The Patient Concierge collaborates closely with Access Center Patient Engagement Partners and Clinical Triage Specialists to address time-sensitive scheduling and clinical inquiries, demonstrating a solution-oriented approach to anticipate and meet patient needs effectively. Candidates for this role should expect a dynamic environment requiring extended periods of standing, walking, and the physical ability to assist patients and manage supplies.
This role is ideally suited for individuals with a background in healthcare or customer service who possess excellent communication skills, a strong compliance focus, and the ability to work efficiently under time constraints. Preference is given to those with administrative training and a minimum of one year of practice-based experience. St. Luke's offers a supportive work environment where continuous learning and quality-driven service are highly valued, making the Patient Concierge a critical contributor to the organization's mission of delivering outstanding healthcare experiences.
The Patient Concierge role at St. Luke's University Health Network is pivotal in fostering a patient-centric culture and enhancing the overall patient experience. This position requires an individual who is passionate about patient advocacy and capable of providing compassionate, timely, and efficient support services within a healthcare practice setting. The Patient Concierge serves as the frontline representative, engaging with patients during various administrative processes such as check-in, consent acquisition, eligibility verification, and payment collection while also assisting with appointment scheduling and patient inquiries. Beyond administrative support, the role involves facilitating a welcoming environment through concierge services and hands-on assistance with kiosk check-in systems.
The responsibilities extend to ensuring smooth operational flow by supporting practice opening and closing procedures, maintaining cleanliness standards, handling mail and deliveries, managing cash reconciliations, and promptly processing incoming communications. The Patient Concierge collaborates closely with Access Center Patient Engagement Partners and Clinical Triage Specialists to address time-sensitive scheduling and clinical inquiries, demonstrating a solution-oriented approach to anticipate and meet patient needs effectively. Candidates for this role should expect a dynamic environment requiring extended periods of standing, walking, and the physical ability to assist patients and manage supplies.
This role is ideally suited for individuals with a background in healthcare or customer service who possess excellent communication skills, a strong compliance focus, and the ability to work efficiently under time constraints. Preference is given to those with administrative training and a minimum of one year of practice-based experience. St. Luke's offers a supportive work environment where continuous learning and quality-driven service are highly valued, making the Patient Concierge a critical contributor to the organization's mission of delivering outstanding healthcare experiences.
Job Requirements
- High school graduate or equivalent
- Minimum one year of practice-based or similar healthcare experience preferred
- Customer service experience preferred
- Ability to sit, stand, and walk for extended periods up to 8 hours
- Ability to use fingers continually for patient care, writing, and computer entry
- Ability to lift up to 25 pounds occasionally
- Ability to push carts with supplies up to 30 pounds occasionally
- Ability to push wheelchairs with patients weighing up to 325 pounds occasionally
- Ability to stoop, bend, and reach above shoulder level regularly
- Ability to hear normal conversation
- Good general, near, and peripheral vision
Job Qualifications
- High school graduate or equivalent
- Preferred graduate of administrative training programs
- Minimum one year practice-based experience or healthcare setting experience 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 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 solution-oriented and creative mindset to effectively anticipate and tend to patient needs by partnering with other organizational team members and departments
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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