Physician Concierge & Care Coordination - Flexible Hours

ummh; Worcester (MA); On-site; USD 25,000 - 45,000; Full time

Job summary

UMass Memorial Health in Worcester, MA is seeking a Physician Concierge Services representative to provide central referral support and ensure high levels of patient service. You will schedule appointments, verify referrals, and assist callers with health information and program registrations.

The role involves coordinating with physicians, managing medical records, and resolving issues within 24 hours while maintaining professional communication with patients and providers.

Qualifications

• Equivalent to a High School Diploma.
• Two to three years in a physician office or health care setting.
• Strong oral, written and interpersonal communication skills; proficient with word processing, spreadsheets and databases.
• Preferred: prior Epic experience and concierge health care customer service experience.

Responsibilities

• Provides enhanced customer service support to physician offices in assigned territories.
• Ensures patient appointments are scheduled with the appropriate provider, in the right location and time frame.
• Escalates access and service issues to leadership to ensure customer satisfaction.
• Enhances relationships with community-based providers to build volume and increase network participation.
• Provides telephone coverage for the 1-800-431-5151 line in a professional, courteous manner.
• Troubleshoots difficult and hard to resolve problems with sound judgment.
• Consults with callers and analyzes information to respond to health care needs.
• Facilitates physician-to-physician communication.
• Obtains medical records and laboratory results.
• Assesses potential customers/patients for health care offerings and programs.
• Responds to inquiries regarding physician referrals, service referrals, and wellness programs.
• Coordinates and schedules outpatient appointments for referring physicians.
• Responds to physician problems/complaints within 24 hours and investigates as needed.
• Calls to confirm patient appointments.
• Enters patient demographics, insurance, and registration data into the scheduling system.
• Verifies patient insurance coverage via electronic eligibility systems.

Skills

Healthcare experience

Medical terminology

Customer service

Communication skills

MS Office

Epic

Education

High school diploma

Tools

Epic

Job description

UMass Memorial Health in Worcester, MA is seeking a Physician Concierge Services representative to provide central referral support and ensure high levels of patient service. You will schedule appointments, verify referrals, and assist callers with health information and program registrations.

The role involves coordinating with physicians, managing medical records, and resolving issues within 24 hours while maintaining professional communication with patients and providers.