Patient Concierge - Urology Anderson

Bethlehem, PA, USA|

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

employee wellness program

Professional development opportunities

Employee assistance program

Job Description

St. Luke's University Health Network is a renowned healthcare establishment committed to delivering exceptional care and support to patients and the communities it serves. St. Luke's values the skills, experience, and compassion of its employees, considering them its most valuable asset. The organization is dedicated to fulfilling its mission to provide excellent care for the sick and injured, educate healthcare professionals including physicians and nurses, and improve access to healthcare regardless of patients' ability to pay. This expansive health network encompasses multiple facilities and offers diverse medical services, ensuring that quality healthcare is accessible and patient-centered. The culture at St. Luke's emphasizes compassion, respect, and patient advocacy, fostering an environment where every employee shares a commitment to excellence and continuous growth. Employees at St. Luke's are encouraged to engage actively with patients and colleagues to uphold the organization's vision as a leader in healthcare delivery and education.

The Patient Concierge role at St. Luke's University Health Network plays a pivotal part in creating remarkable patient experiences by serving as a passionate advocate for patients throughout their healthcare journey. This role is key to promoting a patient-centric culture by delivering attentive and compassionate service during all patient interactions within the practice setting. The Patient Concierge performs critical administrative functions such as patient check-in and check-out, consent collection, pre-registration, real-time eligibility verification, appointment scheduling, payment collection, and addressing patient inquiries. They assist patients with kiosk check-in processes and ensure seamless practice operations including opening and closing procedures, maintaining cleanliness, mail and delivery processing, cash management, and document scanning. This position requires collaboration with various teams, including Access Center Patient Engagement Partners and Clinical Triage Specialists, to address patient scheduling and clinical inquiry needs promptly.

Physical endurance and dexterity are essential for this role, as it requires prolonged periods of standing, walking, and sitting. The Patient Concierge must be able to lift moderate weights occasionally and perform manual tasks such as pushing carts and wheelchairs. Strong communication, empathy, and organizational skills are fundamental, alongside the ability to manage time efficiently and maintain a solution-oriented mindset. Preferred candidates will have prior experience in healthcare or customer service settings and possess excellent facilitation and presentation skills. St. Luke's encourages applicants to provide comprehensive employment and educational histories as part of the application process, reflecting their commitment to thorough evaluation and workforce excellence. Joining St. Luke's University Health Network as a Patient Concierge means becoming part of a team dedicated to compassionate care, operational excellence, and continuous professional development within a supportive and dynamic healthcare environment.

Job Requirements

High school graduate or equivalent
minimum one year practice-based experience or in a similar healthcare setting preferred
excellent communication skills
ability to multitask and manage time efficiently
capacity to lift up to 25 pounds occasionally
ability to push carts up to 30 pounds and wheelchairs up to 325 pounds
capability to sit, stand, and walk for up to 8 hours
ability to stoop, bend, and reach above shoulder level
good hearing and near and peripheral vision
proficiency in clerical tasks and patient service functions

Job Qualifications

High school graduate or equivalent
graduates of administrative training programs preferred
minimum one year practice-based experience or 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 such as 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
promptly facilitates connection from Access Center Clinical Triage Specialists to practice-based care team members for time sensitive clinical inquiries
maintains solution-oriented and creative mindset to effectively anticipate and tend to patient needs by partnering with other organizational team members and departments