Patient Concierge, Primary Care, Full time, Days

University of Chicago Medicine; Illinois; On-site; USD 38,000 - 56,000; Full time

Job summary

University of Chicago Medicine is seeking a Patient Concierge for the Orland Park Clinic to ensure seamless access to care. You will manage check-in/out, EMR scanning, patient navigation and coordination with care teams.

The role requires a high school diploma and 2–5 years of customer service in outpatient settings, with strong communication skills and the ability to walk extensively during shifts.

Qualifications

• High School diploma or equivalent required.
• Two to five years' experience in high level customer service in outpatient setting required.
• Ability to communicate effectively in writing and verbally.

Responsibilities

• Check-in and check-out processes via kiosk or in-person; EMR scanning.
• Provide patient navigation and escorts throughout the facility.
• Support interpreter services and coordination with ancillary services.
• Assist with insurance verification, pre-certification, authorization and collections as needed.
• Participate in patient experience and process improvement projects.

Skills

Customer service

Communication

Problem solving

Education

High School diploma

Associate's or Bachelor's degree preferred

Tools

EPIC

Microsoft Office

Job description

Be a part of a world-class academic healthcare system at UChicago Medicine as a Patient Concierge, Primary Care with our Orland Park clinic. In this role, the Patient Concierge serves as an essential member of the new care team at UCMC's standalone facility at Orland Park. The Patient Concierge will be responsible as a resource for ensuring patients access their care in a seamless and uncomplicated manner. The job role is dynamic and requires extensive walking and standing throughout the entire shift. The Patient Concierge will support various clinical activities and clinics to anticipate patients' needs by ensuring that exam rooms are cleaned, perform exam room check-out, patient check-in, and electronic record documentation, including scanning. The Patient Concierge will provide navigation support to patients, ensuring they are personally escorted throughout their experience. The position also evaluates data and service improvement opportunities acting as an information resource and a patient advocate. Perform other duties as assigned.

Responsibilities:

• Exhibits strong customer service, sophisticated communication and critical thinking skills in response to patient and care team inquires and requests.
• Ability to work in a fast-paced environment and continually monitors appointment schedules throughout the day ensuring patients are accessing care at their scheduled appointment time.
• Adheres to established standard work and utilizes identified communication tools to ensure a consistent and exceptional patient experience
• Exceptional computer skills and ability to utilize multiple applications to support accurate and timely check-in at Kiosk or in-person, exam room check-out, scheduling, and revenue cycle activities related to insurance verification, pre-certification, authorization and collections as required.
• Independently collects critical forms and information in preparation for each patient visit and performs EMR scanning prior to and after visit.
• Participates in UCMC projects as assigned, including employee engagement, patient experience and process improvement projects from inception through planning and implementation.
• Conducts performance improvement initiatives, such as participating in interdisciplinary improvement teams.
• Ensures exam room is fully equipped and setup prior to patient rooming and rooms the patients in coordination with the care team.
• Provides concierge-type support by assisting with patient transportation/escorts throughout the facility, coordinates interpreter services and serves as runner to support ancillary services.

Required Qualifications:

• A completed High School diploma or equivalent from an accredited body is required.
• Two to five years' experience in providing high level customer service in a community based outpatient setting, addressing and resolving complex issues is required.
• Ability to communicate effectively in both oral and written form at or above High School level is required.

Preferred Qualifications:

• Experience working in a community health setting is highly preferred.
• A completed Associate's or Bachelor's degree is preferred.
• General working knowledge of computer programs including the Microsoft Office Suite & a knowledge of EPIC is preferred.
• Prior experience in a practice setting preferred including in-depth knowledge of appropriate insurance protocols
• Ability to handle stress in a fast-paced environment is preferred.

Position Details:

• Job Type/FTE: Full-Time (1.00 FTE)
• Shift: Rotate, Monday-Friday, 8-hour shifts starting as early as 6:30am and ending as late as 10pm with rotating Saturday and/or Sunday shift every 2-3 months
• Work Location: Onsite
• Unit/Department: Orland Park Clinic
• CBA Code: Non-Union