Physician Concierge Specialist Per Diem

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

Exemption Status:

Non-Exempt

Hiring Range:

$18.30 - $32.94 Please note that the final offer may vary within this range based on a candidate's experience, skills, qualifications, and internal equity considerations .

Schedule Details:

Monday through Friday

Scheduled Hours:

8:00 AM-5:00 PM Flexible

Shift:

4 - Mixed Shift, 8 Hours (United States of America)

Hours:

0

Cost Center:

99940 - 5880 Physician Concierge Services

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Performs a variety of duties in support of the UMass Memorial Concierge Services. Provides callers with a central point of referral to the physicians and services of the UMass Memorial Healthcare System to ensure a high level of customer service and satisfaction. Schedules patients' appointments on behalf of referring providers. Supports growth and engagement of our Manage Care Network by supporting efforts of our Physician Concierge Managers. Follows up on difficult to resolve issues.

I. Major Responsibilities:

• 1. Provides enhanced customers service support to physician offices in assigned territories in partnership with Physician Relations Managers.
• 2. Ensures patient appointments are scheduled with the appropriate provider, in the right location and within an appropriate time frame.
• 3. Escalates access and service issues to leadership to ensure customer satisfaction.
• 4. Enhances relationships with community-based providers and their office staff to build volume and increase managed care network participation by making out bound calls.
• 5. Provides telephone coverage for the 1-800- 431-5151 (Physician Concierge) line in a professional, sensitive and courteous manner to ensure the image and reputation of UMMHC is maintained and the callers' needs are satisfied.
• 6. Troubleshoots difficult and hard to resolve problems, using a high level of judgment.
• 7. Consults with callers (patient and referring physicians), analyzes information by asking proper questions and using broad medical knowledge to respond to their health care needs.
• 8. Facilitates physician-to-physician communication.
• 9. Obtains medical records and laboratory results.
• 10. Appraises potential customers/patients of health care offerings and programs appropriate to their needs.
• 11. Responds to inquiries regarding physician referrals, service referrals, program registrations, wellness programs and other health information in a professional and courteous manner.
• 12. Coordinates and schedules outpatient appointments for referring physicians often requiring working with clinic managers and appointment schedulers to ensure the needs and timeframe of the referring physician are met.
• 13. Responds to referring physician problems/complaints within a 24-hour period. Investigates problems as identified by referring physicians, which require considerable investigation and initiative, judgment and discretion. In solving problems, works closely with UMMHC attending physicians, residents, secretaries and schedulers in meeting referring physician needs. Communicates all sensitive information and problems to the manager.
• 14. Calls to confirm patient appointments.
• 15. Obtains and enter into the computer-based patient registration/scheduling system, demographics, insurance, transcribing orders, and other related patient information.
• 16. Verifies patient insurance coverage via the electronic eligibility systems.

II. Position Qualifications:

License/Certification/Education:

Required:

• 1. Equivalent to a High School Diploma.

Preferred:

Experience/Skills:

Required:

• 1. Two to three year's experience in a physician office or health care setting.
• 2. Demonstrated knowledge of medical terminology, medical specialties and general patterns of patient care.
• 3. Requires a good working knowledge of the customer relations/customer service function.
• 4. Strong oral, written and interpersonal communication skills. Proficient in word processing and computer software application including spreadsheets and databases.

Preferred:

• 1. Prior Epic experience.
• 2. Prior customer service experience in a concierge health care environment.

Unless certification, licensure or registration is required, an equivalent combination of education and experie