Patient Concierge - Plastic and Reconstructive Surgery

St. Luke's University Health Network is a renowned healthcare organization known for its commitment to excellence in patient care, education, and community service. The organization prides itself on the skills, experience, and compassion of its employees, considering them its most valuable asset. The mission of St. Luke's revolves around providing outstanding care to the sick and injured, educating healthcare professionals including physicians and nurses, and enhancing access to medical services in the communities it serves, irrespective of a patient’s financial capability. St. Luke's is committed to fostering a culture of compassion, respect, and patient-centered care, which resonates throughout its network and practices.

The role of Patient Concierge at St. Luke's is essential in delivering a unique and exceptional patient experience. This position is designed for individuals who are passionate advocates for patients, dedicated to ensuring every interaction within the healthcare practice is handled with politeness, promptness, and compassion. The Patient Concierge plays a critical role in maintaining a patient-centric culture by providing a variety of administrative and support services that facilitate smooth patient flow and enhance patient satisfaction. This role involves engaging with patients during check-in and check-out processes, managing appointment scheduling, providing education on electronic health tools like MyChart, handling payment collections at the point of service, and addressing patient inquiries including requests for forms and medical records.

Additionally, the Patient Concierge supports practice operations by assisting with opening and closing procedures, maintaining cleanliness, processing mail and deliveries, managing cash reconciliations, and ensuring timely scanning and indexing of documents. Collaboration is key in this role, as the Patient Concierge partners with Access Center Patient Engagement Partners and Clinical Triage Specialists to promptly address scheduling needs and clinical inquiries, respectively. The position requires a proactive and solution-oriented mindset to anticipate patient needs and coordinate effectively with other team members and departments within the organization.

This role also demands strong physical and sensory capabilities, including the ability to sit, stand, and walk for extended periods, use fingers continuously for patient care and computer work, lift and push weights as needed, and maintain good hearing and vision. Educationally, the position requires at minimum a high school diploma or equivalent, with preference given to those with administrative training. Experience in a healthcare setting and customer service skills are highly favored. The Patient Concierge must exhibit excellent communication, facilitation, and presentation skills, with a strong focus on compliance, continuous growth, quality, service orientation, time management, and patient-centered communication. Joining St. Luke's as a Patient Concierge means becoming part of a dedicated team that values employee contributions and strives to create an outstanding healthcare experience for every patient served.