JOB TYPE

Surgical Concierge

HOME COMPANY

Gulf Coast Spine

REPORTS TO

Clinical Operations Manager

FLSA STATUS

Non-Exempt

PRE-REQUISITE

none

UPDATED/REVIEWED

3/25/2024 SCOPE

OF RESPONSIBILITIES A

nonexempt position responsible for being the main point of contact for all surgical patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different functions be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs, or technological developments). Schedules surgery procedures using Epic/ Excel Procedure aftercare/recovery education to patients Strong focus on patient care and communication Appointment scheduling for procedures and follow up appointments Appointment tracking using multiple computer systems/ programs Patient tracking and follow up post procedure documentation Data entry and telephone communication documentation Answers the phones in a professional and courteous manner Communicating with pre-op nurses for upcoming cases Screening documentation for conservative care surgical requirements Review information on Epic and task a message and/or route the call to the appropriate personnel. Assisting within the office as needed Traveling to all other locations when needed Assisting in clinic as needed Achieve and maintain performance consistent with requirements for productivity, quality, and service levels Develop and maintain productive team-oriented relationships through individual contacts and group meetings Communicates with other team members in clinical and clerical areas to provide a successful patient centered practice. Other duties as assigned. TIA s may be assigned.

EDUCATIONAL REQUIREMENTS

High School diploma, GED or equivalent

EXPERIENCE/OTHER REQUIREMENTS 1

year of relevant scheduling or medical experience preferred 1 year of customer service required 1 year of medical terminology preferred Ability to problem solve as well as critical thinking. Proficient in professional and effective communication skills Demonstrate a strong attention to detail and thoroughness. Effectively utilize available relevant technical tools and resources (e.g. Microsoft, Outlook)

KNOWLEDGE/SKILLS/ABILITIES

Knowledge of medical terminology. Knowledge of the health care field. Knowledge of HIPAA/Confidentiality Knowledge of legal and ethical considerations related to patient information. Knowledge of counseling, conflict resolution, and customer service principles and applications. Skill in putting information in preferred medical record system, meeting clinic standards. Skill in diffusing tense situations through diplomatic problem-solving. Skill in using computer and medical records software. Ability to communicate effectively with patients and staff via phone, in person and through email. Ability to perform excellent verbal and written communication skills as well as interpersonal skills with patients, staff, and other healthcare professionals. Ability to demonstrate leadership in resolving patient concerns. Ability to establish relationships with a wide variety of people. Ability to multi-task, problem solve, and critical thinking. Ability to communicate calmly and clearly with providers and employees.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Combination of standing, sitting, bending, and reaching. May work at computer monitors for prolonged periods of time using fingers to keyboard, handle or feel. Workload will be heavy at times.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Medical exam and treatment rooms and medical offices. Environment setting (lighting, temperature, air quality, acoustics) controlled. 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