Concierge II

JOB STATEMENT

The Concierge II is a multi-functional position. It provides service as a cashier, receptionist, and interviewer. At its core, this position is the face and voice of the organization as it interacts with patients when they first arrive to a clinic location. As a level II, the Concierge staff is expected to assist with more complex patient and staff issues, such as: patient complaints, training staff, etc.

JOB FUNCTIONS

• Welcomes and greets patients and visitors. Determines the nature of the visit, and directs them to their destination.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Schedules new and follow-up appointments.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information.
• Researches patient account balances and applies adjustments as needed.
• Verifies insurance coverage and collects co-payments and fees.
• Facilitates patient flow by maintaining accurate records of patients' arrival, timely registration, and check-out.
• Prepares daily encounters and cash collection reports, bank deposit, etc.
• Keeps records of assigned cases and prepares reports.
• Transmits information/documents to patients using computer, mail, scanners, fax machines, etc.
• Cleans and maintains equipment and work area neat to ensure proper functioning and safe working conditions.
• Helps train new Concierge staff on job functions and procedures.
• Assists staff with technical problems, answers questions as needed, open tickets, etc.
• Performs other tasks as required by Supervisor.
• Troubleshoots and helps resolve customer complaints or concerns.
• Has advanced knowledge of patients’ eligibility requirements for the Sliding Fee Scale and other state benefits.
• Interviews patients to certify their eligibility for continuing benefits (i.e Sliding Fee Scale, etc.)

MINIMUM QUALIFICATIONS

• Education
  :
  Minimum High School Diploma or equivalent
• Specialized Training/Certifications
  :
  None
• Experience
  : 0-3 years of customer service, office, or patient experience preferred.
• Knowledge: Basic knowledge of accounting practices and procedures is a plus.
• Skills
  :
  • Basic Computer Literacy
  • Data entry (10-key touch).
  • Basic office software (excel, word).
  • Customer Oriented
  • Effective Communication
  • Fluent in English, Spanish is a plus.
• Abilities
  :
  • Must be able to speak, read, write, and comprehend the English language.
  • Ability to sit for majority of the shift.
  • Must able to bend or stoop.
  • Must be able to lift 20 lbs. unassisted.
  • Must have good vision (e.g. near acuity and depth perception
• Other
  • Must be able to periodically work on Saturdays.
  • May require some local travel between different clinic locations.
  • Must be able to maintain required immunizations as required by the organization.