We are offering a unique opportunity for a Lead Patient Concierge specializing in scheduling services and patient assistance. In this hybrid role, you will lead the patient concierge team, ensuring a seamless patient experience. Your primary responsibilities include serving as a patient concierge, and you will work closely with the Manager of Operations on virtual check-in staffing and management, collaborate with the Shared Services office manager to oversee patient concierge phone volume, serve as the liaison to all clinical directors, and oversee patient portal admin messages. We are seeking a candidate who excels in providing top-notch customer service over the phone and via online platforms. Your dedication to delivering excellent patient care through phone, online, and in-person interactions is pivotal to our healthcare facility’s success. We are seeking a reliable and motivated individual who can manage patient intake, scheduling, and support with professionalism and efficiency.
Responsibilities
- Leadership: Oversee the patient concierge team, ensuring efficient and effective operations.
- Patient Scheduling and Registration: Assist patients with scheduling requests and help patients complete registration and intake forms over the phone.
- Message Handling: Address patient messages via the Patient Portal and email promptly.
- Document Management: Maintain electronic patient forms as required.
- Call Coordination: Ensure that all patient-related phone communications are efficient and well-documented.
- Compliance: Adhere to HIPAA requirements relevant to phone-based patient interactions.
- Communication: Maintain strong verbal and written communication skills.
- Teamwork: Collaborate with colleagues as a vital member of our patient care team.
- Virtual Check-In Management: Work with the Manager of Operations on virtual check-in staffing and management.
- Phone Volume Oversight: Collaborate with the Shared Services office manager to oversee patient concierge phone volume.
- PC-Liaison: Serve as the liaison to all clinical directors, ensuring effective communication and coordination.
- Patient Portal Oversight: Oversee patient portal admin messages, ensuring timely and accurate responses.
We are seeking a reliable and motivated individual who can lead the patient concierge team with professionalism and efficiency, ensuring a high level of patient satisfaction and operational excellence.
Qualifications
- High School Diploma or equivalent (Bachelors preferred)
- Prior experience in a customer service or call center role is preferred.
- Familiarity with EMR/EHR systems.
- Ability to work independently while maintaining a team-oriented mindset.
- Exceptional written and verbal communication skills.
- Strong multitasking abilities.
- Legal authorization to work in the United States.
