Concierge Services Representative - Healthcare

South Sound Physical & Hand Therapy; Mill Creek (WA); On-site; USD 60,000 - 80,000; Full time

Job summary

A local healthcare provider is seeking a Concierge Service Representative to enhance patient experiences and provide exceptional service. This role involves connecting with patients, scheduling appointments, and handling inquiries. With responsibilities that include using an electronic records system, you'll play a vital role in patient care. Ideal candidates will have customer service experience, strong communication skills, and a passion for healthcare. Comprehensive benefits and career advancement opportunities are provided.

Benefits

Student loan assistance

Career advancement opportunities

Full benefits package including medical, dental, vision

Qualifications

• 2+ years of experience in a customer service position.
• Knowledge of basic insurance and medical terminology.
• Knowledge and adherence to HIPAA laws and compliance regulations.

Responsibilities

• Answer phone calls to address non-medical questions from patients.
• Schedule new patients and send appropriate materials before initial appointment.
• Utilize an electronic medical records system for scheduling appointments.

Skills

Customer service

Multitasking

Empathy

Verbal communication

Written communication

Technology proficiency

Education

High school diploma

Bachelor's degree in a related field (preferred)

Tools

EMR systems

Microsoft Office Suite

Job description

IRG PHYSICAL & HAND THERAPY IS GROWING AND LOOKING FOR A CONCIERGE SERVICE REPRESENTATIVE FOR OUR PATIENT CARE DEPARMENT- IRG CONCIERGE SERVICES. We offer work/life flexibility, student loan assistance, a fun and rewarding culture, and professional growth opportunities. Our company motto is YOUR BEST SELF, and we model our company culture around helping our employees and patients achieve their best selves.

Do you want a career that is not solely customer service driven, but involves sales, marketing, business development, and community involvement? Do you want to experience the difference of being a part of a company that feels like family, all while offering the best in Physical and Hand Therapy to your community? If so, we want to talk to you.

Be a part of our team of like-minded individuals who are passionate about inspiring the community with connectivity, patient-centered care, and a dynamic, upbeat work culture.

THE POSITION:

Our Concierge Service Representatives (CSR) are the driving force in the patient experience and the first point of contact for IRG patients. CSRs answer incoming phone calls to address non-medical questions, connect patients to a range of services, process incoming leads through faxed referrals, and schedule patient appointments for our clinics.

• Respond to patients via telephone by assessing needs and answering general questions regarding treatment options.
• Obtain patient intake information and schedule new patients, then send appropriate patient materials prior to initial appointment.
• Utilize an electronic medical records system to schedule appointments and facilitate communication to and from the clinic staff in accordance with established protocols.
• Responsible for handling physician correspondence.
• Provide excellent customer service by anticipating patient needs.
• Answer multi-line phones and communicate messages.

WHO YOU ARE:

• You love people and thrive on establishing meaningful connections through virtual and telephone platforms.
• You exhibit the ability to multitask without being overwhelmed.
• You are capable of building strong rapport with patients from a variety of backgrounds with empathy and professionalism.
• You have excellent verbal and written skills to ensure effective communication with physicians, patients, Front Office Coordinators, and other staff.
• You enjoy an independent, digital, self-driven work environment.
• You are confident in your proficiency with technology and computer systems (EMR, Microsoft Office Suite, etc.).

WHAT WE PROMISE TO OFFER YOU:

IRG Physical & Hand Therapy is the premier provider of outpatient Physical & Hand Therapy in the Northwest. We are deeply embedded into our communities and strive to make a positive impact where we live, work, and play.

• A local experience – we are a PT-owned and operated company based in WA state.
• A 1:1 patient care model – we place patient care and the patient experience at the forefront of our business model.
• Student loan assistance – we provide a monthly student loan assistance program to all of our employees to help you pay off those pesky student loans faster.
• Career advancement opportunities – leadership opportunities based on skill and performance, not just on seniority.
• Human connection and community involvement is just as important to us as patient care – we are deeply embedded in our communities and encourage all employees to find their passion and get involved.
• A full benefits package – including affordable medical, dental, and vision, 401k matching, paid time off, paid holidays, and sick leave.

QUALIFICATIONS/REQUIREMENTS:

• High school diploma (Bachelor's degree in a related field preferred).
• 2+ years of experience in a customer service position.
• Knowledge of basic insurance and medical terminology.
• Knowledge and adherence to HIPAA laws and compliance regulations.
• Bilingual/multilingual preferred (not required).

PHYSICAL DEMANDS/WORKING CONDITIONS:

• Physical activity including but not limited to bending, reaching, squatting, lifting, and prolonged periods of sitting.
• Required to work at an IRG facility and be responsible for your own transportation to and from the work site.
• Work for extended periods of time at a video display terminal and will be required to use a keyboard to enter and gather information.
• Work schedule will be based on the needs of IRG.

PAY & BENEFITS INFORMATION:

• Base salary: $18-$24 per hour depending on experience.
• Benefits (please note: benefits eligibility is determined by hours worked, not all programs listed below are offered to all employees):
• Paid Time Off (Holidays, Vacation, Sick, Personal).
• Continuing Education Funds.
• Student Loan Repayment Program.
• 401K plan with employer match.
• Medical, Dental & Vision Plans.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• Long-Term Disability.
• Life and AD&D Insurance.
• Employee Assistance Program.

OUR VISION: Empowering all with a passion and purpose to become their best self. OUR MISSION: IRG is committed to enhancing the health and wellness of our communities through continuous development, delivering a superior experience, and creating exceptional results. OUR VALUES: Integrity, Positivity, Innovation, Accountability, and Proficiency. IRG is an equal opportunity employer.