Patient Concierge - Orthopedics, Walbert Ave.

Allentown, PA, USA|

Job Overview

Compensation

Hourly

Range $15.25 - $19.75

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

Professional Development

flexible schedule

Job Description

St. Luke's University Health Network is a renowned healthcare organization committed to delivering exceptional medical care, education, and community service. As a leading health network, St. Luke's proudly combines advanced medical technology with compassionate, patient-centered care to improve health outcomes for the communities it serves. With a mission grounded in excellence, the organization dedicates itself to caring for the sick and injured, educating future generations of physicians, nurses, and other healthcare providers, and enhancing access to care regardless of a patient's financial situation. The cornerstone of St. Luke's success lies in the skills, experience, and compassion of its employees, who are regarded as the network's most valuable asset. Together, they foster a culture of dedication, teamwork, and unwavering commitment to patient well-being.

The role of Patient Concierge at St. Luke's University Health Network is an integral position designed to advocate passionately for patients and create a unique, exceptional patient experience. This position serves as the face and voice of the practice, promoting a patient-centric culture through compassionate interactions and efficient administrative support. The Patient Concierge is responsible for a wide array of duties ranging from facilitating patient check-in and check-out to providing education on digital health tools like MyChart. This role requires a warm, empathetic approach matched with strong organizational skills to manage administrative tasks such as real-time insurance eligibility verification, appointment scheduling, payment collection, and addressing patient inquiries. Serving as a key liaison between patients, healthcare providers, and administrative teams, the Patient Concierge supports collaborative efforts that enhance patient satisfaction and operational effectiveness.

The role demands a high level of professionalism and the ability to multitask in a dynamic healthcare environment. The Patient Concierge engages with patients politely and promptly, ensuring each interaction is handled with compassion and respect. Additionally, the role involves providing concierge services in waiting areas, assisting patients with check-in kiosks, managing cash reconciliation, and overseeing incoming communications and deliveries. Working closely with the Access Center Patient Engagement Partners, the Patient Concierge helps address time-sensitive scheduling requests and facilitates communication for clinical inquiries. Physical demands of the role include extended periods of standing, walking, and sitting, as well as occasional lifting and pushing of supplies and wheelchairs. Candidates for this position should possess excellent communication skills, a service-oriented mindset, and a strong commitment to quality and compliance. This is a key role in ensuring that every patient at St. Luke's feels valued, cared for, and supported throughout their healthcare journey.

Job Requirements

High school graduate or equivalent
One year practice-based experience or similar healthcare setting preferred
Customer service experience preferred
Ability to sit, stand, and walk for extended periods
Ability to use computer and write
Ability to lift up to 25 pounds occasionally
Ability to push carts weighing up to 30 pounds occasionally
Ability to push wheelchairs with patients weighing up to 325 pounds occasionally
Good hearing and vision
Ability to stoop, bend, and reach above shoulder level
Excellent communication skills
Focus on compliance
Service-oriented mindset
Ability to multitask and manage time effectively

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 (as applicable) at check-out, point of service payment collection, and addressing patient inquiries (e.g., 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
Prompts facilitate 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