Patient Concierge Supervisor - Ambulatory - Days

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

Job summary

VCU Health is seeking a Patient Concierge Supervisor to oversee the Patient Concierge Representatives within Ambulatory Services, ensuring efficient daily operations and exceptional patient experience.

You will supervise staff, coordinate workloads, drive process improvements, and collaborate with other departments to resolve issues, while maintaining compliance and service standards across age groups.

Qualifications

• 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.

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. policies 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 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.

Skills

Medical terminology

Medical insurance

HMO

Managed care

GE/IDX

Appointment scheduling

Medical coding

Microsoft Office

Email/calendaring

Education

Associates Degree in Healthcare Administration, Business Administration, Finance, Accounting, or closely related field

Bachelor's Degree in Business in Accounting, Finance, Health Administration or related field

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

Required: N/A

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.

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 Combination of education and experience in lieu of a degree.

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 Demands

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

Additional Physical Requirements / Hazards

Manual dexterity (eye/hand coordination), Repetitive arm/hand movements, Finger Dexterity, Color Vision, Acuity – near.

Mental/Sensory – Emotional

Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking, 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.

Days EEO Employer/Disabled/Protected Veteran

Who We Are

Inventing better care, day by day by discovery Sound outrageous? It absolutely is. Sound impossible? That’s never stopped us before. Sound like hard work, intense research, collaboration with experts around the world, sheer brainpower meets unrelenting willpower? That’s. Exactly. Right. We’ll do whatever it takes to offer the best in care and empower the best in quality of life. And it’s an approach that works — whether it’s a patient who undergoes a new, life‑saving procedure or a clinical researcher who finds promise in a new cancer treatment, exciting new medicine is happening at VCU Health.

We have it all:

• One college and four health sciences schools
• An academic medical center
• A Level I trauma center
• One of only two NCI‑designated cancer centers in Virginia
• The region’s only full‑service children’s hospital
• More than 800 physicians in 200 specialties
• With a community health center, dedicated research teams, facilities and valued partners in every field

Our medical teams are top notch. And we’re not too shy to boast of internationally known physicians, some recognized as the best in the country, top‑ranked local specialists and all‑around all‑stars at every level.

From our very first years to our most recent advancements, we are driven to learn more, dig deeper, teach passionately and never rest in order to be a true leader in discovering what’s possible in health and recovery.

We are a comprehensive system of care and a pioneer of health.

Read VCU Health Year In Review for more about our accomplishments.