Patient Concierge, Rheumatology

St. Luke's University Health Network is a renowned healthcare organization committed to delivering high-quality care to patients across various communities. With a deep-rooted mission focused on excellence in patient care, education of healthcare professionals, and improving access to healthcare regardless of a patient's financial status, St. Luke's stands as a leader in the healthcare industry. The network includes multiple specialties and facilities, supporting a wide range of medical needs through dedicated and compassionate staff who are considered their most valuable asset. Employees at St. Luke's are known for their experience, skills, and compassion, which contribute significantly to the organization's ongoing success and reputation for outstanding service. The organization's slogan emphasizes its unwavering commitment to the sick and injured, as well as its dedication to educating physicians, nurses, and other healthcare providers. With a culture centered on patient care and employee development, St. Luke's ensures that every staff member has the opportunity to grow and contribute to the healthcare mission.

This Patient Concierge position is integral to the outpatient services provided at one of St. Luke's Multi-Office Buildings (MOB), which encompasses three specialties. The role involves performing front desk tasks for all the specialties, as well as managing checkout duties. The Patient Concierge also extends support across three other Rheumatology locations, highlighting a collaborative approach to patient service. Key responsibilities include acting as a dedicated patient advocate who creates a unique and exceptional patient experience by fostering a patient-centric culture within the practice. Tasks handled by this role include patient engagement, managing the check-in and check-out process, facilitating patient consent, pre-registration, real-time eligibility verification, and appointment scheduling. Additional responsibilities include educating patients on the use of MyChart, managing payments, and addressing patient inquiries related to forms and medical records.

The Patient Concierge is also responsible for delivering concierge service in the waiting room and assisting patients with the kiosk check-in process, which contributes to a seamless and efficient patient flow. Operational support tasks such as practice opening and closing, maintaining cleanliness, managing cash, processing incoming mail and deliveries, and handling administrative communications are part of the daily duties. This position requires excellent interpersonal skills to promptly respond to messages, collaborate with patient engagement partners, and facilitate connections for clinical inquiries. The role demands a solution-oriented and creative mindset to anticipate patient needs and coordinate effectively with other departments. The physical demands involve extended periods of sitting, standing, and walking, along with manual tasks such as lifting and pushing carts or wheelchairs.

Education-wise, a high school diploma or equivalent is required with preference given to candidates who have completed administrative training programs. Experience in a healthcare or similar practice-based environment is preferred, along with customer service skills. Key competencies include excellent communication, compliance focus, continuous growth, quality drive, service orientation, time management, and a patient-focused communication style. This role offers a dynamic environment within one of the nation's leading healthcare networks, emphasizing professional growth and exceptional patient service.