Patient Concierge Representative - Transplant Clinic - Days

Virginia Commonwealth University Health Systems; Richmond (VA); On-site; USD 36,000 - 55,000; Full time

Job summary

Virginia Commonwealth University Health Systems seeks a Patient Concierge Representative to coordinate and schedule initial consults and treatments across multiple locations and services. You will ensure complete patient records, liaise with nursing staff for preauthorization, manage cancellations, and provide courteous service to patients, families and clinicians.

Two years of healthcare scheduling experience and a high school diploma are required; experience with medical insurance and

Qualifications

• Minimum of two (2) years of previous patient scheduling/registration work experience in a healthcare setting.
• Strong customer service skills and patient/customer centered focus in positive manner in all situations.
• Three (3) years' work experience with medical insurance, HMO, managed care, GE/IDX, Cerner order entry; appointment scheduling and medical terminology.
• High school graduate or equivalent.
• Associates or Bachelor's Degree in Accounting, Finance, Business Administration or closely related field (preferred)

Responsibilities

• Coordinates and schedules appointments and serves as primary contact for patients for initial consults/appointments across multiple locations and services.
• Reviews medical records, appointment lists and documents to ensure availability for complete evaluation.
• Interfaces with nursing staff regarding preauthorization as required.
• Monitors cancellations to optimize clinic access and uses wait lists when appropriate.
• Provides quality customer service to patients, families, visitors, staff and clinicians with courtesy and respect.
• Performs all aspects of the Patient Access Rep position as needed.

Skills

Customer service

Scheduling

Communication

Problem solving

Education

High school diploma or equivalent

Associates or Bachelor's Degree in Healthcare Administration

Tools

Cerner order entry

GE/IDX

Job description

The Patient Concierge Rep coordinates and schedules appointments and is a primary point of contact for patients with initial consults/appointments, treatment plans (i.e. infusion, outpatient diagnostic services) for multiple locations and multiple services to include the following:

• Reviews whether medical records are received, appointment lists or scanned documents are in order to ensure that all documents are available to support complete and thorough evaluation.
• Interfaces with nursing staff regarding appropriateness of appointment and obtains preauthorization as required.
• Monitors patient cancellations for appointments, processes cancellations in a timely manner, and where appropriate, utilizes wait lists to offer improved access to the clinics for new and established patients.
• Provides quality customer service to patients of all ages, their families, visitors, medical staff, clinicians and co-workers, ensuring that everyone will be treated courteously, quickly and with respect.
• Schedules or reschedules initial consults/appointments, as appropriate, for multiple locations.
• Performs all aspects of the Patient Access Rep position, as needed.

Monday - Friday 8a -5p

Licensure, Certification, or Registration Requirements for Hire: N/A

Licensure, Certification, or Registration Requirements for continued employment: N/A

Experience REQUIRED:

• Minimum of two (2) years of previous patient scheduling/registration work experience in a healthcare setting
• Strong customer service skills and patient/customer centered focus in positive manner in all situations

Experience PREFERRED:

• Three (3) years' work experience with medical insurance, HMO, managed care, GE/IDX, Cerner order entry; appointment scheduling and medical terminology

Education/training REQUIRED:

• High school graduate or equivalent

Education/training PREFERRED:

• Associates or Bachelor's Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field

Independent action(s) required:

• Performs daily activities with minimal supervision.
• Functions in a self-directed manner to accomplish routine activities.
• Notifies management, immediately, of issues involving violation of VCUHS policies or procedures.

Supervisory responsibilities (if applicable):

N/A

Additional position requirements:

N/A

Age Specific groups served:

N/A

Physical Requirements (includes use of assistance devices as appropriate):

• Physical - Lifting 50-100 lbs.
• Activities: Prolonged standing, Prolonged sitting, Frequent bending, Walking (distance), Climbing (steps, ladder, other), Reaching (overhead, extensive, repetitive), Repetitive motion
• Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
• Emotional: Fast pace environment, Steady pace, Able to handle multiple priorities, Frequent and intense customer interactions, Noisy environment, Able to adapt to frequent change

Compensation Range:

$17.50 - $26.39

Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications.

EEO Employer/Disabled/Protected Veteran