Patient Concierge Representative - Ambulatory

Job Summary

The Patient Concierge Representative coordinates and schedules appointments and serves as the primary point of contact for patients with initial consults/appointments, treatment plans (i.e., infusion, outpatient diagnostic services) across multiple locations and services.

• Review whether medical records, appointment lists, or scanned documents are received and in order, ensuring all documents are available to support complete and thorough evaluation.
• Interface with nursing staff regarding the appropriateness of appointments and obtain preauthorization as required.
• Monitor patient cancellations for appointments, process cancellations in a timely manner, and utilize wait lists to offer improved access to the clinics for new and established patients.
• Provide quality customer service to patients of all ages, their families, visitors, medical staff, clinicians, and co-workers, ensuring courteous, quick, and respectful treatment.
• Schedule or reschedule initial consults/appointments as appropriate for multiple locations and perform 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.
• Required: Strong customer service skills and patient/customer centered focus in a positive manner in all situations.

• 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: Associate’s or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field.

• Perform daily activities with minimal supervision.
• Function in a self‑directed manner to accomplish routine activities.
• Notify management immediately of issues involving violation of VCUHS policies or procedures.

• Physical:
  Lifting 50–100 lbs.; prolonged standing, sitting, bending, walking, climbing, reaching, repetitive motion.
• Mental/Sensory:
  Strong recall, reasoning, problem solving, hearing, speaking clearly, writing legibly, reading, logical thinking.
• Emotional:
  Fast‑pace environment, steady pace, able to handle multiple priorities, frequent and intense customer interactions, noisy environment, ability to adapt to frequent change.

EEO:
Employer/Disabled/Protected Veteran/41 CFR 60‑1.4.