Patient Concierge

La Familia Medical Center; Santa Fe (NM); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Annual leave

Sick leave

CE leave

Health insurance

Vision insurance

Life insurance

401(k)

Job summary

La Familia Medical Center in Santa Fe, NM is seeking a Patient Concierge to greet patients and visitors, support check-in, and guide patients to the appropriate services to ensure smooth clinic flow.

The role requires strong customer service and interpersonal skills, calm professionalism in a fast-paced setting, and proficiency with electronic health records and scheduling systems. Bilingual English/Spanish is required for this position, located on-site in Santa Fe.

Qualifications

• High school diploma or equivalent required, and a minimum of one year’s experience in customer service.
• Excellent customer service and interpersonal skills.
• Ability to remain calm and professional in a fast-paced environment and proficient with computers to navigate EHRs, scheduling systems, and multiple software applications.
• Fluent in both English and Spanish is required.

Responsibilities

• Greet and direct patients, visitors, and vendors upon arrival in a friendly, professional manner.
• Support the check-in process and verify the purpose of each visit.
• Direct patients to the appropriate services and manage patient flow to reduce congestion.
• Assist patients with completing forms and updating information before reaching a PSR.
• Provide coverage for lunch breaks and assist with other front-office operational needs.

Skills

Customer service

Interpersonal skills

Bilingual English/Spanish

Computer skills

Education

High school diploma

Tools

Electronic Health Records (EHR)

Scheduling system

Microsoft Office

Job description

La Familia offers employment opportunities in medicine, nursing, dentistry, health education, and other support services. We are an equal opportunity employer.

Location: Santa Fe, NM

Job Id:170

# of Openings:1

Position Function Summary

Under the direction of the CAO and Front Office Manager, the Patient Concierge serves as the first point of contact for patients and visitors entering the clinic. This position is responsible for greeting and assisting patients, supporting the check-in process, directing patients to the appropriate services, and helping manage patient flow to reduce front desk congestion. The patient concierge works collaboratively with providers, Medical Assistants, Pharmacy and Patient Service Representatives (PSR) to facilitate efficient clinic operations, enhance customer service, and create a positive patient experience from arrival through departure.

• Provide excellent customer service and create a positive first impression of the clinic.
• Welcome and direct patients, visitors, and vendors upon arrival in a friendly, professional, and compassionate manner.
• Manage patient traffic and answer general questions
• Verify the purpose of the visit and ensure patients are in the correct location.
• Assist patients with locating departments and clinic services.
• Assist patients with completing forms and updating information when needed before reaching a PSR.
• Assist with kiosk or self-check-in processes when implemented in the future.
• Help identify patients who may require immediate assistance or accommodation
• Help reduce check-in delays by identifying patients who need assistance before reaching the front desk. Answer general questions and direct patients to the appropriate staff members when needed.
• Provide assistance to elderly patients, individuals with disabilities, and patients requiring additional support.
• Escort patients to appropriate areas when necessary.
• Collaborate with Medical Assistance and Providers to support efficient patient flow and facilitate a positive patient visit experience.
• Assist with scheduling follow-up patient appointments as needed
• Help support insurance verification efforts
• Assist with scanning and organizing documents as needed.
• Provide coverage for lunch breaks and assist with other front-office operational needs.

Education, Experience and Skills/Training

• High school diploma or equivalent required, and a minimum of one year’s experience in the area of customer service. .
• Excellent customer service and interpersonal skills.
• Ability to remain calm and professional in a fast-paced environment.
• Proficient computer sills with the ability to efficiently navigate electronic health records, scheduling system, and multiple software applications.
• LFMC required training Including, but not limited to basic Annual Safety, Anti-harassment, HIPAA Training;
• Basic Knowledge and ability of general office procedures including filing, copying, faxing, use of a computer, to multitask within established deadlines, work under the direction of a supervisor and follow instructions for work completion, and take initiative to resolve patient concerns and problems;
• Fluent in both English and Spanish, required.

Leave Benefits

-Four (4) weeks of annual leave

-up to two (2) weeks of sick leave

-up to one (1) week of continuing education leave

-three (3) days for personal leave

accruals and holidays are prorated for part-time employees

Insurance Benefits

-Medical

-Vision

available for staff and eligible family members, including domestic partners

-Paid term life insurance

-Paid Short Term Disability

-Optional Life

-Critical Care

-Medical and Dependent care expense accounts

-Health Savings Account

-Pet Health Insurance

-ID Theft

-Legal

403(b) retirement savings plan (eligible for company match after 12 months of employment)

Bargaining Unit Position

Union:

Non-Union: X

La Familia offers opportunities for employment in the fields of medicine, nursing, dentistry, health education, and other support services. We are an equal opportunity employer.