Patient Concierge Representative - Ambulatory

Overview

The Patient Concierge Representative coordinates and schedules appointments and serves as 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.

• 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.

N/A

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.

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.

N/A

N/A

N/A

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.