Patient Concierge, Plastic and Reconstructive Surgery

St. Luke’s University Health Network; Bethlehem (Northampton County); On-site; USD 32,000 - 43,000; Full time

Job summary

St. Luke's University Health Network is seeking a Patient Concierge to deliver a warm, patient-centered experience. Responsibilities include greeting patients, handling check-in/check-out, scheduling, education on MyChart, and supporting front desk operations.

The role emphasizes empathy, clear communication, and efficient service in a busy outpatient environment. Minimum one year of healthcare-facing customer service experience is preferred; a High School Diploma is required.

Qualifications

• High School diploma or equivalent required.
• Minimum one year practice-based experience in a healthcare setting preferred.
• Customer service experience preferred.

Responsibilities

• Greet and assist patients in a polite, prompt, and compassionate manner.
• Handle check-in/check-out, consent, and scheduling; assist with MyChart education.
• Support front desk tasks including answering inquiries and processing payments.
• Assist with waiting room concierge services and kiosk check-in support.
• Coordinate with Access Center for time-sensitive scheduling and clinical inquiries.

Skills

Customer Service

Communication

Empathy

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 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 a 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.

Founded in 1872, St. Luke’s University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue in excess of $4 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital. SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY. In 2021, St. Luke’s was identified as one of the 15 Top Health Systems nationally. St. Luke’s is the ONLY health care institution in the Lehigh Valley to be named a Top Workplace regionally repeating the exclusive honor for the third year in a row. Also, for the third straight year, St. Luke’s has been a Top Workplaces in the Philadelphia Region by the Philadelphia Inquirer, ranking 9th in the large employer category for 2025 and the only health care system in PA to receive this award. In 2025, St. Luke’s was recognized as a national Top Workplaces by USA Today, three years in a row, including the 3rd best health care system in the nation in 2023 and 2024. Lastly, in 2025, St. Luke’s was named a Top Workplace in New Jersey for the third year in a row.