The Patient Concierge Representative coordinates and schedule appointments and be a primary point of contact for patients with initial consults/appointments, treatment plans (i.e. infusion, outpatient diagnostic services) for multiple locations and multiple services to include the following:
Reviews whether medical records are received, appointment lists or scanned documents are in order to ensure that all documents are available to support complete and thorough evaluation.
Interfaces with nursing staff regarding appropriateness of appointment and obtains preauthorization as required.
Monitors patient cancellations for appointments, processes cancellations in a timely manner, and where appropriate, utilizes wait lists to offer improved access to the clinics for new and established patients.
Provides quality customer service to patients of all ages, their families, visitors, medical staff, clinicians and co-workers, ensuring that everyone will be treated courteously, quickly and with respect.
Schedules or reschedules initial consults/appointments, as appropriate, for multiple locations. Performs all aspects of the Patient Access Rep position, as needed.
Licensure, Certification, or Registration Requirements for Hire: N/A
Licensure, Certification, or Registration Requirements for continued employment: N/A
Experience REQUIRED:
Minimum of two (2) years of previous patient scheduling/registration work experience in a healthcare setting
Strong customer service skills and patient/customer centered focus in positive manner in all situations
Experience PREFERRED:
Three (3) years’ work experience with medical insurance, HMO, managed care, GE/IDX, Cerner order entry; appointment scheduling and medical terminology
Education/training REQUIRED:
High school graduate or equivalent
Education/training PREFERRED:
Associates or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field
Independent action(s) required:
Performs daily activities with minimal supervision.
Functions in a self-directed manner to accomplish routine activities.
Notifies management, immediately, of issues involving violation of VCUHS policies or procedures.
Supervisory responsibilities (if applicable): N/A
Additional position requirements: N/A
Age Specific groups served: N/A
Physical Requirements (includes use of assistance devices as appropriate):
Physical: Lifting 50-100 lbs.
Activities: Prolonged standing, Prolonged sitting, Frequent bending, Walking (distance), Climbing (steps, ladder, other), Reaching (overhead, extensive, repetitive), Repetitive motion
Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
Emotional: Fast pace environment, Steady pace, Able to handle multiple priorities, Frequent and intense customer interactions, Noisy environment, Able to adapt to frequent change
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.