Patient Concierge General Surgery Clinic

Job Description - Patient Concierge General Surgery Clinic (260007WV)

Patient Concierge General Surgery Clinic - ( 260007WV )

This position is primarily responsible for scheduling referrals for the academic/community hospitals, ambulatory primary care and specialty practices, streamlining access and maintaining efficiencies for scheduling while providing an overall positive experience for the patient.

• Manage calls to triage and provide customer with appropriate resolution, including:
  Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location.
  Answering general questions about UH services.
  Referring patients to physicians and services.
• Maintains communication with referring physicians regarding outcome of referrals.
• Establish and maintains strong business relationships with UH Clinicians and staff on UH services. Participates in community marketing and business development functions of UH in order to increase referrals.
• Plans, organizes, prioritizes and maintains workflow in conjunction with targeted physicians, marketing and clinical initiatives, and UH organizational objectives.
• Plans and tracks referrals by site and source, in order to better manage referral patterns and sources. Ensures department productivity standards are met/exceeded.
• Maintains up-to-date knowledge of computer systems, insurance/government regulations and Patient Access policies/procedures used within the department.

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

• High School Equivalent / GED (Required)
• Associate's Degree Or progress towards degree (Preferred)

• Must be detail-oriented and organized, with good analytical and problem solving ability. (Required proficiency)
• Strong patient service experience, communication and relationship building skills. (Required proficiency)
• Must be an enthusiastic, positive and approachable individual. (Required proficiency)
• Ability to function independently and as a team player, flexible and able to work in a fast-paced environment. (Required proficiency)
• Must have strong written and verbal communication skills. Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e. printers, copy machine, multi-line phone, FAX machine, etc.). (Required proficiency)
• Experience using multiple, clinical computer systems and applications. (Preferred proficiency)
• Knowledge of healthcare operations. (Preferred proficiency)

• Certified Healthcare Access Associate (CHAA) (Required within 9 Months) or
• Related medical certification (Required)

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

• 10%