Patient Concierge - Orthopedics, Walbert Ave.

St. Luke’s University Health Network; Allentown (Lehigh County); On-site; USD 20,664,000 - 27,552,000; Full time

Job summary

St. Luke's University Health Network is seeking a Patient Concierge to deliver an exceptional patient experience and support practice-based administrative tasks.

You will engage with patients during check-in/check-out, assist with registrations and scheduling, and provide hands-on kiosk support. The role requires a high school diploma and strong communication, empathy, and time-management skills, with preferred experience in healthcare or customer service environments.

Qualifications

• High School diploma required.
• Minimum one year practice-based healthcare or customer service experience preferred.
• Strong communication and interpersonal skills required.

Responsibilities

• Greet and assist patients with check-in, check-out and scheduling in a polite, professional manner.
• Assist with registrations, consent forms, eligibility verification, and MyChart education.
• Provide kiosk check-in support and answer patient questions or requests.
• Support practice opening/closing, maintain cleanliness, manage mail, and assist with basic cash handling.

Skills

Customer Service

Communication

Time Management

Empathy

Conciseness

Education

High School diploma

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 interactionsPerforms 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 processFacilitates 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 faxesSupports other practice-based team members by promptly addressing in-basket clerical pool messagesPartners with Access Center Patient Engagement Partners to address time-sensitive scheduling requestsPromptly facilitates connection from Access Center Clinical Triage Specialists to practice-based care team members for time sensitive clinical inquiriesMaintains solution-oriented/creative mindset to effectively anticipate and tend to patient needs by partnering with other organizational team members/departmentsPHYSICAL 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 skillsFocused on complianceDemonstrates continuous growthQuality-drivenService-orientedExcels at time managementAbility to communicate to patients concisely and clearlyAbility to listen, express compassion and empathy, and communicate with a patient centric mindsetPlease complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!St. Luke's University Health Network is an Equal Opportunity Employer.