Patient Concierge

UChicago Medicine; Orland Park (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

UChicago Medicine's Orland Park clinic seeks a Patient Concierge to support patients through their care journey. This role involves check-in/check-out, navigation, escorting patients, and coordination with the care team to ensure a seamless experience.

The ideal candidate will have strong customer service, excellent communication, and computer skills, with experience in a clinical or outpatient setting preferred; high school diploma required.

Qualifications

• A completed High School diploma or equivalent from an accredited body is required.
• Two to five years’ experience in providing high level customer service in a community based outpatient setting, addressing and resolving complex issues is required.
• Ability to communicate effectively in both oral and written form at or above High School level is required.

Responsibilities

• Exhibits strong customer service, sophisticated communication and critical thinking skills in response to patient and care team inquiries and requests.
• Work in a fast-paced environment; monitor appointment schedules to ensure patients are seen at their scheduled time.
• Adheres to standard work and uses communication tools to ensure a consistent, exceptional patient experience.
• Exceptional computer skills with multiple applications for check-in, exam room check-out, scheduling, and revenue cycle tasks.
• Collects forms and information and performs EMR scanning before and after visits.
• Participates in UCMC projects including patient experience and process improvement.
• Conducts performance improvement initiatives via interdisciplinary teams.
• Ensures exam rooms are equipped and rooms patients with care team.
• Provides concierge support by assisting with transportation, coordinating interpreter services, and running tasks for ancillary services.
• Perform other duties as assigned.

Skills

Customer service

Communication

Critical thinking

Computer skills

EMR scanning

Patient navigation

Education

High School diploma or equivalent

Associate’s or Bachelor’s degree preferred

Job description

Be a part of a world-class academic healthcare system at UChicago Medicine as a Patient Concierge with our Orland Park clinic. In this role, the Patient Concierge serves as an essential member of the new care team at UCMC’s standalone facility at Orland Park.

The Patient Concierge will be responsible as a resource for ensuring patients access their care in a seamless and uncomplicated manner. The job role is dynamic and requires extensive walking and standing throughout the entire shift. The Patient Concierge will support various clinical activities and clinics to anticipate patients' needs by ensuring that exam rooms are cleaned, perform exam room check-out, patient check-in, and electronic record documentation, including scanning. The Patient Concierge will provide navigation support to patients, ensuring they are personally escorted throughout their experience. The position also evaluates data and service improvement opportunities acting as an information resource and a patient advocate.

Responsibilities:

• Exhibits strong customer service, sophisticated communication and critical thinking skills in response to patient and care team inquires and requests.
• Ability to work in a fast-paced environment and continually monitors appointment schedules throughout the day ensuring patients are accessing care at their scheduled appointment time.
• Adheres to established standard work and utilizes identified communication tools to ensure a consistent and exceptional patient experience
• Exceptional computer skills and ability to utilize multiple applications to support accurate and timely check-in at Kiosk or in-person, exam room check-out, scheduling, and revenue cycle activities related to insurance verification, pre-certification, authorization and collections as required.
• Independently collects critical forms and information in preparation for each patient visit and performs EMR scanning prior to and after visit.
• Participates in UCMC projects as assigned, including employee engagement, patient experience and process improvement projects from inception through planning and implementation.
• Conducts performance improvement initiatives, such as participating in interdisciplinary improvement teams.
• Ensures exam room is fully equipped and setup prior to patient rooming and rooms the patients in coordination with the care team.
• Provides concierge-type support by assisting with patient transportation/escorts throughout the facility, coordinates interpreter services and serves as runner to support ancillary services.
• Perform other duties as assigned.

Required Qualifications:

• A completed High School diploma or equivalent from an accredited body is required.
• Two to five years’ experience in providing high level customer service in a community based outpatient setting, addressing and resolving complex issues is required.
• Ability to communicate effectively in both oral and written form at or above High School level is required.

Preferred Qualifications:

• Experience working in a community health setting is highly preferred.
• A completed Associate’s or Bachelor’s degree is preferred.
• General working knowledge of computer programs including the Microsoft Office Suite & a knowledge of EPIC is preferred.
• Prior experience in a practice setting preferred including in-depth knowledge of appropriate insurance protocols
• Ability to handle stress in a fast-paced environment is preferred.

Position Details:

• Job Type/FTE: Full-Time (1.00 FTE)
• Shift: Rotate, Monday-Friday, 8am-4:30pm with a Saturday and/or Sunday shift every 2-3 months
• Work Location: Onsite
• Unit/Department: Orland Park Clinic
• CBA Code: Non-Union