Patient Concierge


Job Details

Patient Concierge

Colorado Springs, Colorado

03/19/2021

39564

Contract/Temp

Job Description



 

The Patient Concierge is a dynamic, multitasking, and patient-facing key role to the first impression and success.

The Patient Concierge delivers professional and polished patient-centered customer service; performs daily operational duties to facilitate office responsibilities (greeting, reception, scheduling, check-out, rebooking, clinical collaboration); and, engages continuously with patients, guests, vendors, and the teams to execute a world-class Wellness experience for all who walk through our doors. In addition, the Patient Concierge is responsible for answering phones, scheduling appointments and meetings, processing patient payments, preparing electronic charts, managing correspondence (routing inquires, addressing emails + mail, communicating internally), and participating in daily rounds each morning.

 

  1. Perform patient reception services and appointment management duties:
    • Concierge services and patient scheduling – appointment visits, laboratory tests, internal and external referral awareness
    • New patient workflow to include patient portal setup and pre-visit electronic consent and intake forms; verifying patient documentation is completed in advance of visit, available for clinicians, and accurately maintained with updated contact details
    • Procurement, preparation, processing, and scanning of medical records
    • Proficient in billing process, payment collection, insurance claims, and record coding for daily reconciliation of office visits
    • Patient engagement related to practice inquiries, appointment management, and integrated Wellness services
    • Distribute, monitor, track, and analyze patient experience surveys for process improvements and enhance patient satisfaction
    • Monitor and respond to communication inquiries across platforms (patient portal, phone, email, text, fax, in-person)
  2. Perform administrative and office duties:
    • Greet all patient and visitors with anticipatory service, signature phrasing, and key touch points
    • Answer telephones, route communications, follow-up on messages, triage urgent items to ensure timely delivery and action, and track patient interactions within electronic medical record (EMR)
    • Open and close office procedures, including continuous awareness of office spaces (Lobby, Clinical Treatment Rooms) for cleanliness and tidiness, stocked clinic needs (gloves, masks), and promotional collateral (business cards, service line materials)
    • Ensure patient records, including contact details, are current and electronic paperwork are accurate
    • Monitor patient records for strong engagement to ensure completion of health and wellness goals
    • Transcribe paper intake, prescription, or supplement details into EMR
    • Provide instruction and follow-up for laboratory services referrals, including locations and requisitions
    • Track and schedule Wellness Concierge Medical Membership patient appointments and coordination with Wellness Coaches
    • Process patient insurance requests, including self-funded accounts, out of network, Workers’ Compensation, and superbills
    • Maintain strong communication engagement with patients, including thank you notes (referrals, retreat / workshop participation, event attendance) for referrals, new patient follow-up, patient reminders, birthdays, goal completion recognition, and holidays
    • Monitor marketing collateral and share feedback regarding engagement, resonating content, and inventory
    • Support clinical, operational, and Wellness Team Members to streamline workflows, integrate services, and support patients
    • Complete referral tracking, daily reconciliations of patient visits, and utilization of Memberships, Packages, and Specials
    • Triage incoming inbound communications and produce an e-encounter for all patient interactions
    • Proficient in patient EMR (Helios System), including reporting, chart review, patient analysis, utilization
    • Order, maintain, and invoice management of office supplies and supplements (alongside Clinical Lead)
    • Participate in daily STRATA rounds, Wellness team meetings, and operational working groups to optimize patient engagement
    • Attention to detail, quality focused, organization, time management, teamwork, and mission-driven
    • Adherence to office policies, procedures, and culture

Requirements 

 

    • Bachelor’s degree preferred 
    • Medical office and professional healthcare experience required, including success and growing responsibilities with patient engagement, clinical reception, office management, electronic health records, medical terminology and coding, insurance claims, and health provider relations
    • Technology proficiency required, including electronic health records, customer relationship management, and Microsoft Office
    • Must have excellent multitasking ability, organizational management, and patient-facing customer service skills
    • Ability to be proactive and resourceful in attending to unanticipated matters; a quick learner and eager to help evolve procedures

Pay rate $18 per hour 

Full-time Tuesday through Saturday 8:30 am to 5:30 pm

Contract-to-direct

 


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