Gastroenterology Patient Experience Specialist

St. Luke’s University Health Network; Harleysville (PA); On-site; USD 22,000 - 30,000; Full time

Job summary

St. Luke’s University Health Network is seeking a Patient Concierge to champion a patient-centric experience and serve as a compassionate advocate across practice-based administrative and patient support services.

The role involves greeting patients, handling check-in/out, scheduling, MyChart education, and real-time eligibility verification, while collaborating with Access Center teams to address urgent scheduling needs and clinical inquiries. Strong communication and empathy are essential.

Qualifications

• High School graduate or equivalent required. Preference given to graduates of administrative training programs.
• Customer service experience preferred.
• Excellent communication, facilitation, and presentation skills; focus on compliance; growth mindset; service-oriented; strong time management; ability to listen, show empathy, and communicate with a patient-centric mindset.

Responsibilities

• 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 (as applicable) at check-out, point of service payment collection, and addressing patient inquiries (e.g., form and medical record requests)
• Delivers waiting room concierge service and provide 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/creative mindset to effectively anticipate and tend to patient needs by partnering with other organizational team members/departments

Skills

Excellent communication

Facilitation

Presentation skills

Time management

Empathy and compassion

Customer service

Education

High School diploma or equivalent

Administrative training programs preferred

Job description

St. Luke’s University Health Network is seeking a Patient Concierge to champion a patient-centric experience and serve as a compassionate advocate across practice-based administrative and patient support services.

The role involves greeting patients, handling check-in/out, scheduling, MyChart education, and real-time eligibility verification, while collaborating with Access Center teams to address urgent scheduling needs and clinical inquiries. Strong communication and empathy are essential.