Patient Concierge, Pulmonary

St. Luke’s University Health Network; Bethlehem (Northampton County); On-site; USD 32,000 - 45,000; Full time

Job summary

St. Luke's University Health Network is seeking a Patient Concierge to champion a patient-centered experience across practice sites in Bethlehem.

You will greet and assist patients, handle check-in/check-out, verification, scheduling, and payment processing while maintaining a compassionate, compliant approach. You will partner with clinical teams to ensure timely scheduling and patient access, provide excellent customer service, and support busy administrative workflows in a dynamic healthcare

Qualifications

• Excellent communication and interpersonal skills required in patient interactions.
• Ability to facilitate and present information clearly to patients and families.
• Strong focus on compliance with healthcare policies and procedures.
• Demonstrates ongoing professional growth and service quality.
• Efficient time management and prioritization in a busy practice setting.

Responsibilities

• Engages patients in a polite, prompt, and compassionate manner during all practice-based interactions.
• Performs clerical tasks including check-in/out, enrollment, eligibility verification, scheduling, and payments.
• Provides waiting room concierge support and assists patients with kiosk check-in.
• Supports practice operations by handling mail, deliveries, and document processing.
• Assists Access Center teams to coordinate scheduling and clinical inquiries as needed.

Skills

Excellent communication

Facilitation

Presentation skills

Compliance focus

Continuous growth mindset

Time management

Concise patient communication

Education

High School graduate

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.

ABOUT ST. LUKE'S UNIVERSITY HEALTH NETWORK

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. Learn More Here.

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