Patient Concierge, OBGYN

Bethlehem, PA, USA|

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee wellness programs

Professional development opportunities

Employee assistance program

Job Description

St. Luke's University Health Network is a leading healthcare provider committed to delivering exceptional medical services with a deep compassion for patient care. As one of the most respected names in healthcare, St. Luke's is renowned for its unwavering dedication to excellence in caring for the sick and injured, educating healthcare professionals, and improving access to care across the communities it serves. St. Luke's stands out not only for its medical expertise but also for its compassionate approach to healthcare, ensuring that every patient receives personalized attention regardless of their ability to pay. The organization takes great pride in its employees, recognizing them as its most valuable asset whose skills, experience, and compassion drive the mission forward with commitment and passion. St. Luke's culture fosters a collaborative and supportive work environment where employees are encouraged to grow professionally while making meaningful contributions to healthcare delivery and patient satisfaction.

The role of Patient Concierge at St. Luke's University Health Network is a critical position that focuses on providing a unique and exceptional patient experience through advocacy and attentive service. This role serves as a passionate patient advocate who embraces a patient-centric culture while facilitating both administrative and patient support services within the healthcare practice setting. The Patient Concierge engages patients with politeness, promptness, and compassion throughout all practice-based interactions, ensuring that their needs are met efficiently and with empathy. Responsibilities include clerical functions such as checking in patients, obtaining patient consent, conducting pre-registration and real-time eligibility verification, educating patients about MyChart (a digital health portal), scheduling appointments and tests, collecting payments at the point of service, and addressing patient inquiries.

Additionally, the Patient Concierge delivers concierge services within the waiting areas, assists patients using kiosk check-in systems, and supports practice operations through opening and closing procedures, maintaining cleanliness, processing mail and deliveries, managing cash and reconciliations, as well as promptly scanning and indexing incoming communications. The role also involves teamwork and collaboration by addressing clerical pool messages, working closely with Access Center Patient Engagement Partners for scheduling requests, and facilitating communication between clinical triage specialists and care team members to handle time-sensitive clinical inquiries. The Patient Concierge must maintain a solution-oriented and creative mindset to anticipate patient needs proactively and partner with other organizational departments to ensure comprehensive patient support. This full-time position demands excellent interpersonal and communication skills, as well as the physical ability to sit, stand, and walk for extended periods. It requires proficiency in clerical duties, multitasking, and patient interaction, emphasizing both administrative efficiency and compassionate care. Working at St. Luke's, employees enjoy being part of a respected healthcare network that nurtures professional growth while positively impacting patient lives every day.

Job Requirements

High school graduate or equivalent
Minimum one year practice-based experience or similar healthcare setting preferred
Customer service experience preferred
Excellent communication skills
Ability to perform clerical duties such as check-in, registration, and payment processing
Physical ability to sit, stand, and walk for extended periods
Ability to lift up to 25 pounds occasionally
Ability to push carts and wheelchairs occasionally
Good hearing and vision
Ability to communicate with patients compassionately and clearly

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