Patient Concierge Supervisor - Ambulatory - Days

VCU Health System Authority; Henrico (VA); On-site; USD 30,000 - 46,000; Full time

Job summary

VCU Health System Authority seeks a Patient Concierge Supervisor under Ambulatory Services to oversee Patient Concierge Representatives and ensure efficient daily operations and high-quality patient experiences.

The role involves staff supervision, workflow optimization, and collaboration with management on process improvements and policy changes. A relevant associate degree and prior supervisory healthcare experience are preferred.

Qualifications

• Requires an Associate degree in healthcare administration, business, finance, accounting, or related field; 2 years of relevant work experience may substitute.
• Preferred: Bachelor's degree in business, accounting, finance or health admin from an accredited program.

Responsibilities

• Supervises assigned staff and daily operations of area(s) and evaluates performance.
• Coordinates and delegates daily work assignments. Monitors workflow and makes alterations, as needed.
• Serves as contact and liaison with other departments.
• Identifies and implements process change to improve patient services and staff productivity.
• Partners with management to address issues that require immediate attention, e.g. policy violations or sensitive conflicts.
• Manages/oversees other areas in the absence of the Manager.
• Keeps employees abreast of priorities, activities, and procedural/policies changes.
• Implements, enhances, and monitors on-going initiatives designed to reduce errors and improve patient services.
• Analyzes policies, procedures, and workflow/processes and makes appropriate recommendations for changes.
• Performs other duties as assigned and/or participates in special projects to support the mission of VCUHS and department.

Skills

Medical terminology

Medical insurance

HMO

Managed care

GE/IDX

Computerized order entry

Appointment scheduling

Medical coding

Microsoft Office

E-mail/calendaring

Education

Associate degree in Healthcare Administration, Business Administration, Finance, Accounting, or related field

Bachelor's degree preferred

Tools

Microsoft Office

EMR/IDX systems

Job description

The Patient Concierge Supervisor provides oversight and management for the Patient Concierge Representatives, ensuring seamless and efficient daily operations. This position resides under Ambulatory Services, emphasizing clinical operations service within Ambulatory. Responsibilities may include medical record collection, referral transcription, and patient outreach. This role also supervises staff performance, optimizes workflows, implements process improvements, and upholds the highest standards of patient experience and service excellence.

Essential Job Statements

• Supervises assigned staff and daily operations of area(s) and evaluates performance.
• Coordinates and delegates daily work assignments. Monitors workflow and makes alterations, as needed.
• Serves as contact and liaison with other departments.
• Identifies and implements process change to improve patient services and staff productivity.
• Partners with management to address issues that require immediate attention, i.e. policies violations, conflicts of a sensitive nature or that would be considered unusual in nature.
• Manages/oversees other areas in the absence of the Manager.
• Keeps employees abreast of priorities, activities, and procedural/policies changes.
• Implements, enhances, and monitors on-going initiatives designed to reduce errors and improve patient services.
• Analyzes policies, procedures, and workflow/processes and makes appropriate recommendations for changes.
• Performs other duties as assigned and/or participates in special projects to support the mission of VCUHS and department. Provide assistance to team members. Accepts alternate assignments, as required.

Patient Population

Demonstrates the knowledge and skills necessary to provide equitable care appropriate to the age of the patients served on their assigned unit.

• Infant (1-12 months)
• Pediatrics (1-12 years)
• Adolescents (13-17 years)
• Adults (18-64 years)
• Geriatrics (65 years and older)

Employment Qualifications

Required Education: Associates Degree in Healthcare Administration, Business Administration, Finance, Accounting, or closely related field from an accredited institution. An additional two (2) years of relevant work experience may be considered in lieu of education.

Preferred Education: Bachelors' Degree in Business in Accounting, Finance, Health Administration or related field from an accredited program

Licensing/ Certification

Licensure/Certification Required: N/A

Licensure/Certification Preferred: Completion of medical terminology and/or other healthcare related courses

Minimum Qualifications

Years and Type of Required Experience: Required: Three (3) years of related experience. Preferred: Prior supervisory experience, Healthcare experience

Other Knowledge, Skills and Abilities Required

Knowledge of medical terminology, medical insurance, HMO, managed care, GE/IDX, computerized order entry, appointment scheduling and medical coding requirements.

Skilled in use of Microsoft Office applications and e-mail/calendaring

Combination of education and experience in lieu of a degree.

Cultural Responsiveness:

Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Other Knowledge, Skills and Abilities Preferred:

N/A

Working Conditions

Periods of high stress and fluctuating workloads may occur. General office environment. Required to car travel to off-site locations, occasionally in adverse weather conditions. May have periods of constant interruptions. Prolonged periods of working alone.

Physical Requirements

Physical Demands: Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.) , Stoop, Kneel, Squat, Bending. Work Position: Sitting, Walking, Standing

Additional Physical Requirements/ Hazards

Physical Requirements: Manual dexterity (eye/hand coordination), Repetitive arm/hand movements, Finger Dexterity, Color Vision, Acuity - near. Hazards: N/A

Mental/Sensory - Emotional

Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking, Other. Emotional: Fast pace environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change

Compensation Range

$21.46 - $33.26 Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications.