Patient Concierge, Dermatology

St. Luke's University Health Network; Allentown (Lehigh County); On-site; USD 32,000 - 42,000; Full time

Job summary

St. Luke’s University Health Network is seeking a Patient Concierge to deliver an exceptional patient experience and support services across our practices.

The role emphasizes patient advocacy, front-desk tasks (check-in/check-out, scheduling, consents), MyChart education, and collaboration with Access Center to coordinate care. A high school diploma and healthcare/customer service experience are preferred.

Qualifications

• High School graduate or equivalent; administrative training preferred.
• Minimum one year practice-based healthcare experience preferred.
• Customer Service experience preferred.
• Excellent communication, facilitation, and presentation skills.
• Compliance-focused and quality-driven.
• Strong time management and empathy.
• Ability to communicate to patients concisely and clearly.
• Ability to listen, express compassion and empathy with a patient-centric mindset.

Responsibilities

• Engages patients in a polite, prompt, and compassionate manner during all practice-based patient interactions.
• Performs clerical services: check-in/check-out, consent, pre-registration, eligibility verification, registration, MyChart education, scheduling, payments, inquiries.
• Delivers waiting room concierge service and assists with kiosk check-in.
• Facilitates opening/closing procedures, cleaning, mail, deliveries, cash handling and faxes indexing.
• Supports other team members by addressing in-basket clerical pool messages.
• Partners with Access Center Patient Engagement Partners to address scheduling requests.
• Facilitates connection from Access Center Clinical Triage to care team for time-sensitive inquiries.
• Maintains solution-oriented mindset to anticipate patient needs and collaborate with departments.

Skills

Communication skills

Facilitation

Presentation skills

Time management

Empathy

Patient-centric care

Education

High school diploma

Administrative training preferred

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.