POSITION SUMMARY

Patient Concierge team members are responsible for creating a friendly and warm first impression for patients internally and externally to our clinics. You will be the face of the clinic and provide a welcoming environment for patients entering the clinic and help patients get started on their journey to improved health. Additionally, the Patient Concierge team member identifies opportunities for community engagement.

PRIMARY RESPONSIBILITY

The main obligation of the Patient Concierge team member is to create the best possible patient experience while operating as an integral part of our cross-functional organization. This is achieved through multiple administrative duties, patient check-in, waiting room atmosphere, communication in billing/collections, and pre/post clinical care. This list is intended to be an inclusive yet not exhaustive framework of the assigned duties and may be updated intermittently to accommodate areas of growth and opportunity.

• Manage clinic phone calls, including, but not limited to scheduling new patients, rescheduling, and fielding marketing phone calls.
• Triage patient-related messages and questions in a timely manner.
• Assist patients with resolving issues within the scope of practice or utilizing a member of the clinical care team including Physical Therapists, Chiropractors, Occupational Therapists, and other staff members.
• Schedule appointments.
• Scanning documents and maintaining medical records into practice management systems.
• Assist with fulfillment of medical record requests as needed.
• Recognize, welcome, and register patients at check in. Serve as a role model for patient service.
• Guide patients through intake processes, new patient forms, copies of office policies and legally required documents. 
• Assist in full completion and accuracy of paperwork. 
• Inventory, stocking and cleaning of lobby, PT bay and other clinic areas.
• Complete transactions using POS systems, reconcile daily collections reports.
• Inform administration of operational problems and patient feedback.
• Provide coverage in multiple office locations as needed, including urgent care clinics.
• Opening and closing of clinic.
• Verify insurance and benefits for patients.
• Any other job duties that might be requested by the doctors or management to help the office run efficiently.
• Provide reports as requested per Management.
• Attends mandatory full staff and clinical meetings and acknowledges receipt of and reviews minutes if absent.
• Adheres to all company policies and procedures.
• Engages referral sources to increase awareness of our clinics in the community.
• Enhance the experience of referring organizations and providers to our clinics. 
• Other duties as assigned.

SKILLS

• One to six months on-the-job training or experience necessary to acquire familiarity with department policies, procedures, and forms. 
• Be a team player and help to provide a positive, healthy workplace. 
• Accepting criticism and dealing calmly and effectively with high stress situations.
• Ability to use office equipment, computer, scanner, fax, and phone system. 
• Knowledge of general administrative and clerical procedures.
• Microsoft Applications.
• Data Entry.
• Great communication and organizational skills.
• Prior knowledge of insurance and insurance benefits.
• General typing.
• Strong Customer Service Skills.

COMPETENCIES 

• Ability to work independently and to work effectively in a team environment.
• Must be able to handle multiple tasks quickly and accurately while showing the patient compassion for their individual situation. 
• Ability to show initiative, good judgment, and resourcefulness.
• Willingness to adhere to all principles of HIPAA and confidentiality.
• Ability to represent the company in a professional manner to both internal and external customers and clients.
• Goal-oriented and self-motivated. Is proactive, committed, has high standards, and does what it takes to get the job done
• Ability to work between the hours of 7am-7pm (40 hours a week), possible Saturdays

EDUCATION AND QUALIFICATIONS

• High School diploma or equivalency (Associate degree preferred).
• 1-2 years of administrative or customer service experience: 1 year (preferred). 
• Competent communication skills and good organizational skills. 
• Familiarity with electronic medical record programs is a plus. 
• Medical terminology: 1 year (preferred). 
• Computer skills: 1 year (preferred).
• Ability to work quickly, yet meticulously in a fast-paced environment. 
• Enthusiastic approach to customer service.