Patient Concierge

UChicago Medicine; Orland Park (IL); On-site; USD 38,000 - 52,000; Full time

Job summary

UChicago Medicine's Orland Park clinic is seeking a Patient Concierge to support patients through the visit, help with check-in and navigation, and collaborate with the care team.

This role requires standing and walking, proficiency with EMR scanning and multiple applications, and a focus on delivering an exceptional patient experience.

Qualifications

• A completed High School diploma or equivalent is required.
• Two to five years of experience in providing high-level customer service in outpatient settings.
• Ability to communicate effectively in both oral and written form at or above High School level is required.

Responsibilities

• Check-in and check-out patients, including EMR scanning.
• Provide navigation support and escort patients through the facility.
• Coordinate interpreter services and assist with exam room setup and turnover.
• Support insurance verification, pre-certification, authorization and related revenue cycle tasks.
• Perform other duties to support patient flow and satisfaction.

Skills

Customer service

Communication

Critical thinking

EMR scanning

Kiosk check-in

Patient escorting

Education

High School diploma

Associate degree preferred

Bachelor’s degree preferred

Tools

EPIC

Microsoft Office

Job description

Job Description Be a part of a world-class academic healthcare system at

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 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.

• 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