Patient Concierge, Bethlehem Internal Medicine

St. Luke's University Health Network; Town of Bethlehem (NY); On-site; USD 36,000 - 52,000; Full time

Job summary

St. Luke’s University Health Network, Bethlehem, NY, seeks a Patient Concierge to advocate for patients and create an exceptional patient experience while supporting practice-based administrative and patient services.

The role includes greeting patients, scheduling, check-in/check-out, MyChart education, handling inquiries, and coordinating with care teams to ensure timely, courteous service in a busy healthcare setting.

Qualifications

• High School diploma or equivalent required; healthcare experience preferred.
• Preference for administrative training or similar coursework.
• Excellent communication and customer service skills are essential.

Responsibilities

• Engages patients in a polite, prompt, and compassionate manner during all practice-based patient interactions.
• Performs clerical functions with patients, including check-in, check-out, pre-registration, eligibility verification, registration, MyChart education, appointment scheduling, and payment collection.
• Delivers waiting room concierge service and supports patients using the kiosk check-in process.
• Facilitates practice opening/closing, maintains cleanliness, processes mail and deliveries, handles cash management and faxes.
• Supports other team members by addressing in-basket messages and coordinating with the Access Center.
• Connects patients to Access Center Clinical Triage Specialists for time-sensitive clinical inquiries.
• Anticipates patient needs and collaborates with other departments to improve patient experience.

Skills

Excellent communication

Customer service

Compassion and empathy

Interpersonal skills

Time management

Clerical and administrative skills

Education

High School diploma or equivalent

Job description

St. Luke’s is proud of the skills, experience and compassion of its employees. The employees of St. Luke’s are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient’s ability to pay for health care.

The Patient Concierge is responsible for serving as a passionate patient advocate who creates a unique and exceptional patient experience and drives a patient-centric culture while facilitating practice-based administrative and patient support services.

JOB DUTIES AND 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

PHYSICAL AND SENSORY REQUIREMENTS:

Requires sitting, standing and walking for extended periods of time (up to 8 hours at time). Requires continual use of fingers for patient care, writing and computer entry. Routinely uses upper extremities; occasional requirement to lift up to 25 pounds. Occasionally push carts with supplies up to 30 pounds. Occasionally push wheelchairs with patients weighing up to 325 pounds. Regularly requires ability to stoop, bend and reach above shoulder level. Requires ability to hear normal conversation and good general, near and peripheral vision.

EDUCATION:

High School graduate or equivalent required. Preference given to graduates of administrative training programs.

TRAINING AND EXPERIENCE:

Minimum one year practice-based experience or in a similar healthcare setting preferred. Customer Service experience preferred.

Competencies required:

• Excellent communication, facilitation, and presentation skills


• Focused on compliance


• Demonstrates continuous growth


• Quality-driven


• Service-oriented


• Excels at time management


• Ability to communicate to patients concisely and clearly


• Ability to listen, express compassion and empathy, and communicate with a patient centric mindset

St. Luke’s University Health Network is an Equal Opportunity Employer.