Patient Experience Concierge

Carle Health; Peoria (IL); On-site; USD 24,000 - 39,000; Full time

Benefits offered by this job

Benefits package

Job summary

Carle Health in Peoria, IL is seeking a Pt Svc Rep 1s to act as the central point of contact for patients, families and visitors, guiding them through the healthcare experience with warmth and professionalism.

You will greet patients, gather demographics, schedule appointments and coordinate with the care team to ensure accurate information flow and a positive, compliant patient experience. This role emphasizes empathy, clear communication, and teamwork.

Qualifications

• Experience in lieu of education accepted.
• Associate's degree in a related field required.

Responsibilities

• Smile and greet patients, families and visitors with a warm welcome, proactively communicate with patient which includes listening with empathy and intent to understand and provides patients and families opportunities to ask questions.
• Collaborate with and report patient/family concerns to appropriate team members as needed and assists with resolution of concerns.
• Consults with members of the healthcare team and provides updates and other information to patients and families.
• Answer telephone calls in a clear, courteous, caring, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party.
• Make, cancel and reschedule patient appointments maintaining appointment schedule according to office procedure.
• Support all digital communication to patients (e.g. MyUnityPoint, text, etc.) with the highest level of service and professionalism, while remaining compliant with regulations and documented processes. Individuals will be responsible for helping deliver timely and accurate information to ensure a positive patient experience.
• Gather, verify and enter demographic and insurance information on new and established patients necessary for completion of electronic health record and insurance claim processing at each patient visit on patient accounting system.
• Assist with proactive charge capture along with billing accuracy for providers and patients.
• Collect payments, issue receipts and reconcile daily receivable activity to prepare for daily deposits.
• Open and/or close the clinic following specified guidelines of individual clinic.
• Collaborates with appropriate support services to ensure the environment is clean and welcoming.
• Demonstrates effective and caring communication skills and telephone techniques and etiquette.
• Interacts with patients, families, visitors and team members in a positive and supportive manner with sensitivity to cultural differences.

Education

Associate's Degree: Related Field

Job description

Carle Health in Peoria, IL is seeking a Pt Svc Rep 1s to act as the central point of contact for patients, families and visitors, guiding them through the healthcare experience with warmth and professionalism.

You will greet patients, gather demographics, schedule appointments and coordinate with the care team to ensure accurate information flow and a positive, compliant patient experience. This role emphasizes empathy, clear communication, and teamwork.