Patient Experience Concierge

HeartlandHealth; Lawrence (KS); On-site; USD 26,000 - 34,000; Full time

Job summary

Heartland River City is seeking a Patient Services Representative to be the friendly first contact for patients at Heartland Community Health Center. You will manage check-in/out, answer calls, and guide patients through appointments with empathy and accuracy.

The role emphasizes HIPAA compliance, data privacy, and coordinating between patients and clinical staff to ensure smooth visits and minimal wait times. Prior healthcare experience is preferred.

Qualifications

• High school diploma or equivalent; healthcare admin certification preferred.
• Experience in healthcare or patient service roles preferred.
• Completion of Mental Health First Aid Certificate within 90 days of hire.
• Excellent interpersonal and communication skills.
• Proficiency in using EHR systems and basic computer applications.

Responsibilities

• Greet patients and visitors professionally.
• Assist patients with check-in and check-out processes.
• Answer phone calls and respond to patient inquiries regarding appointments, services, and general information.
• Address and resolve patient complaints or concerns promptly and professionally.
• Provide information about the healthcare facility’s services, policies, and procedures.
• Facilitate communication between patients and clinical staff to ensure a smooth experience.
• Ensure that services are accessible to all patients.
• Use de-escalation techniques to manage and resolve conflicts calmly and professionally.
• May respond to crisis calls and connect to crisis services.
• Handle patient inquiries and tasks promptly to minimize wait times.
• Ensure information provided to patients is accurate and complete.
• Appointment Scheduling: schedule/confirm appointments, coordinate with staff for urgent needs, and manage conflicts.
• Maintain/update patient records in the EHR upon arrival.
• Ensure confidentiality per HIPAA regulations.
• Verify insurance information and assist with pre-authorization; collect co-pays/deductibles.
• Assist patients with basic billing questions and liaise with billing to resolve discrepancies.
• Prepare and manage patient paperwork and general office duties.
• Keep waiting/reception areas clean and organized.
• Adhere to HIPAA and protect patient rights.

Skills

Excellent communication

Empathy

Customer service

HIPAA knowledge

EHR proficiency

Education

High school diploma

Healthcare administration training

Job description

Heartland River City is seeking a Patient Services Representative to be the friendly first contact for patients at Heartland Community Health Center. You will manage check-in/out, answer calls, and guide patients through appointments with empathy and accuracy.

The role emphasizes HIPAA compliance, data privacy, and coordinating between patients and clinical staff to ensure smooth visits and minimal wait times. Prior healthcare experience is preferred.