Patient Experience Advocate & Concierge

St. Luke’s Health Network, Inc.; Orwigsburg (Schuylkill County); On-site; USD 21,000 - 30,000; Full time

Job summary

St. Luke's University Health Network is seeking a Patient Concierge to advocate for patients, create exceptional experiences, and support practice-based administrative and patient services. The role emphasizes compassionate interactions, accurate check-in/check-out processes, and coordination with care teams.

The position requires strong communication, reliability, and a patient-centric approach, with duties spanning scheduling, consent, education, and cash handling in a hospital setting.

Qualifications

• High School diploma or equivalent required.
• Preference given to graduates of administrative training programs.

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 at check-out, point of service payment collection, and addressing patient inquiries.
• 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

Skills

Excellent communication

Facilitation

Presentation skills

Compliance focus

Continuous growth

Quality-driven

Service-oriented

Time management

Clear patient communication

Empathy and listening

Education

High School diploma or equivalent

Administrative training program preferred

Job description

St. Luke's University Health Network is seeking a Patient Concierge to advocate for patients, create exceptional experiences, and support practice-based administrative and patient services. The role emphasizes compassionate interactions, accurate check-in/check-out processes, and coordination with care teams.

The position requires strong communication, reliability, and a patient-centric approach, with duties spanning scheduling, consent, education, and cash handling in a hospital setting.