Patient Concierge - Neurosurgery

St. Luke's University Health Network is a well-established and respected healthcare organization known for its commitment to excellence in patient care, education, and community health. As a multi-hospital network, St. Luke's serves a diverse population across numerous communities, providing comprehensive healthcare services regardless of a patient’s ability to pay. The organization prides itself on the skills, experience, and compassion of its employees, viewing them as its most valuable asset. Together, the team at St. Luke's works tirelessly to fulfill the organization's mission, which involves caring for the sick and injured, educating healthcare providers such as physicians and nurses, and improving access to quality healthcare in the communities it serves. This dedication to patient-centered care and continuous improvement has made St. Luke's a trusted name in healthcare, known for its culture of compassion and excellence.

The role of Patient Concierge at St. Luke's University Health Network is a vital position focused on enhancing the patient experience within the healthcare setting. The Patient Concierge acts as a passionate advocate for patients, striving to create a unique and exceptional experience for every individual who interacts with the practice. This role is integral in fostering a patient-centric culture, ensuring that all administrative and patient support functions are performed efficiently and courteously. Scheduled for the late shift from 9 AM to 5:30 PM, the Patient Concierge is responsible for numerous clerical and service delivery tasks that support both patients and healthcare providers. This includes greeting and engaging patients with politeness and compassion, managing patient check-ins and check-outs, verifying eligibility, educating patients about MyChart (the patient portal), scheduling appointments and tests as applicable, and handling point-of-service payment collections.

Moreover, the Patient Concierge delivers waiting room concierge services, assists patients in using kiosk check-in processes, helps with the opening and closing procedures of the practice, and maintains the cleanliness of the practice area. Administrative duties also encompass processing incoming mail and deliveries, managing cash and reconciling accounts, scanning, and indexing incoming faxes promptly. The role requires close collaboration with other practice-based team members, including responding to clerical pool messages and working with Access Center Patient Engagement Partners to address time-sensitive scheduling requests and clinical inquiries. The Patient Concierge is expected to demonstrate a solution-oriented and creative mindset to anticipate patients’ needs effectively and collaborate with other departments to enhance the patient experience continually.

This position demands physical capability and stamina such as sitting, standing, and walking for extended periods (up to 8 hours), continual use of hands for patient care and computer tasks, and occasional lifting up to 25 pounds. The individual may also need to push carts or wheelchairs weighing significant amounts, requiring basic physical strength and dexterity. A high school diploma or equivalent is required, with a preference given to candidates who have graduated from administrative training programs. Experience of at least one year in a healthcare setting, particularly in a practice-based environment or customer service, is preferred. Competencies essential for this role include excellent communication, facilitation, and presentation skills; compliance focus; continuous growth mindset; quality orientation; service-mindedness; strong time management; and the ability to communicate clearly and empathetically. The Patient Concierge position at St. Luke's is an excellent opportunity for individuals passionate about patient advocacy and healthcare administration to join a leading healthcare provider dedicated to making a meaningful difference in people's lives.