Patient Concierge, Rheumatology

St. Luke's University Health Network is a renowned healthcare organization committed to delivering exceptional care across its network of hospitals and outpatient facilities. Known for its dedication to clinical excellence, education, and community service, St. Luke's serves a broad patient population with a mission rooted in compassion, innovation, and patient-centered care. This organization places a strong emphasis on the value of its employees, recognizing that their skills, experience, and empathy are vital assets that drive the organization's mission forward. The culture at St. Luke's promotes professional growth, continuous improvement, and collaboration within multidisciplinary teams to ensure the highest standards of healthcare delivery.

The role of Patient Concierge at St. Luke's is a critical frontline position that embodies the organization's commitment to creating an exceptional experience for patients. This position is based in a Medical Office Building (MOB) that supports three different specialties, with responsibilities extending to multiple rheumatology locations that share a single front desk patient concierge. The Patient Concierge acts as a passionate patient advocate and the face of the practice, delivering a patient-centric culture while managing various administrative and patient support functions.

This role includes a wide range of duties such as engaging patients with compassion and professionalism during all interactions, facilitating check-ins, consents, registrations, and check-outs, as well as providing comprehensive MyChart education. The Patient Concierge is also responsible for appointment and testing scheduling, real-time eligibility verifications, collection of payments at the point of service, and efficiently handling patient inquiries including form and medical record requests. Additionally, this position involves delivering concierge services in the waiting area, assisting patients with kiosk check-ins, managing front desk operations such as opening and closing procedures, maintaining cleanliness, handling mail and deliveries, performing cash management and reconciliation, and promptly processing incoming faxes.

The Patient Concierge works closely with other team members, responding to clerical messages, partnering with Access Center Patient Engagement Partners to manage time-sensitive scheduling requests, and facilitating prompt communication between triage specialists and clinical care teams for urgent clinical inquiries. This role demands a solution-oriented mindset to anticipate and meet patient needs, often requiring collaboration with other teams and departments across the organization. Physical requirements include sitting, standing, and walking for extended periods, frequent use of fingers for computer work, and the occasional need to lift or push equipment or assist patients in wheelchairs.

This position requires a minimum of a high school diploma or equivalent, with preference given to candidates who have completed administrative training programs. At least one year of experience in a healthcare setting or a similar customer service role is preferred. The ideal candidate possesses excellent communication, facilitation, and presentation skills, a keen focus on compliance, continuous growth mindset, quality-driven and service-oriented attitude, as well as strong time management abilities. Effective and compassionate interaction with patients using clear and concise communication is paramount in this role.

At St. Luke's, Patient Concierges are integral to creating a welcoming, efficient, and supportive environment that enhances patient satisfaction and quality of care. This role offers individuals the opportunity to contribute meaningfully to a respected healthcare network while developing their career in a supportive and dynamic setting. St. Luke's University Health Network is an equal opportunity employer encouraging applicants from diverse backgrounds to join their dedicated team.