JOB DESCRIPTION

Patient Concierge

JOB PURPOSE

Patient Concierge team members are responsible for creating a friendly and warm first impression for patients internally and externally to our clinics. You will be the face of the clinic and provide a welcoming environment for patients entering the clinic and help patients get started on their journey to improved health. Additionally, the Patient Concierge team member identifies opportunities for community engagement.

RESPONSIBILITIES

The main obligation of the Patient Concierge team member is to create the best possible patient experience while operating as an integral part of our cross-functional organization. This is achieved through multiple administrative duties, patient check-in, waiting room atmosphere, communication in billing/collections, and pre/post clinical care. This list is intended to be an inclusive yet not exhaustive framework of the assigned duties and may be updated intermittently to accommodate areas of growth and opportunity.

Manage clinic phone calls, including, but not limited to scheduling new patients, rescheduling and fielding marketing phone calls
Triage patient-related messages and questions in a timely manner
Assist patients with resolving issues within the scope of practice or utilizing a member of the clinical care team including Physicians, Advanced Practice Providers, Physical Therapists, Chiropractors, Orthopedic Navigator, and other staff members
Schedule appointments
Check and disperse daily faxes to the appropriate team member
Scanning documents and maintaining medical records into practice management systems
Enter claims for collections on FMLA, Rating Letters, etc.
Assist with fulfillment of medical record requests as needed
Recognize, welcome and register patients at check in. Serve as a role model for patient service
Guide patients through intake processes, new patient forms, copies of office policies and legally required documents. Assist in full completion and accuracy of paperwork.
Inventory, stocking and cleaning of lobby, PT bay and other clinic areas
Complete transactions using POS systems, reconcile daily collections reports
Inform administration of operational problems and patient feedback
Provide coverage in multiple office locations as needed, including urgent care clinics
Opening and closing of clinic
Verify insurance and benefits for patients
Any other job duties that might be requested by the doctors or management to help the office run efficiently
Provide reports as requested per Management
Attends mandatory full staff and clinical meetings and acknowledges receipt of and reviews minutes if absent
Adheres to all company policies and procedures
Engages referral sources in an effort to increase awareness of our clinics in the community
Enhance the experience of referring organizations and providers to our clinics.
Other duties as assigned

QUALIFICATIONS

High School diploma or equivalency (Associate degree preferred)
1-2 years of administrative or customer service experience: 1 year (preferred)
Competent communication skills and good organizational skills
Familiarity with electronic medical record programs is a plus
Medical terminology: 1 year (preferred)
Computer skills: 1 year (preferred)
Ability to work quickly, yet meticulously in a fast-paced environment
Enthusiastic approach to customer service KNOWLEDGE, SKILLS, and

ABILITIES

One to six months on-the-job training or experience necessary to acquire familiarity with department policies, procedures and forms.
Be a team player and help to provide a positive, healthy workplace
Accepting criticism and dealing calmly and effectively with high stress situations
Ability to use office equipment, computer, scanner, fax and phone system
Knowledge of general administrative and clerical procedures
Microsoft Applications
Data Entry
Great communication and organizational skills
Prior knowledge of insurance and insurance benefits
General typing
Strong Customer Service Skills

PERSONAL CHARACTERISTICS

The employee must be able to handle multiple tasks quickly and accurately while showing the patient compassion for their individual situation.

Expectations of All Employees:

Must be knowledgeable of all techniques and procedures performed within our clinics and uphold its standard for excellence. Responsible for competently and efficiently performing all tasks in a friendly, professional manner.
Provide exceptional service to all of our patients.
Exhibit professionalism and ethical behavior at all times.
Maintain OSHA and HIPAA regulations.
Adhere to all policies and procedures for our organization.
Treat everyone with respect, courtesy, and friendliness.
Upholding Organizational Vision, Mission, & Values.

Job Type:

Full-time Pay:

From $41,600.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Retirement plan Vision insurance

Education:

High school or equivalent (Preferred)

Experience:

Customer Service:

1 year (Preferred)

Computer Skills:

1 year (Preferred) Front desk OR healthcare: 1 year (Preferred)

Work Location:

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