Patient Concierge Representative - Ambulatory

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 and 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

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 a positive manner in all situations.

PREFERRED:
Three (3) years’ work experience with medical insurance, HMO, managed care, GE/IDX, Cerner order entry; appointment scheduling and medical terminology.

REQUIRED:

High school graduate or equivalent.

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.

Days

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.