[Hiring] Patient Concierge Coordinator @UC Health

Role Description

The Ambulatory Concierge Coordinator serves as a key liaison for patients, providers, and healthcare teams, delivering concierge-level support across programs including the Referring Physician Department, International Patient Program, Signature Services, and Executive Health. This role is responsible for coordinating seamless access to care through:

• Provider-to-provider consultations
• Appointment scheduling
• Patient registration
• Insurance verification
• Medical record management
• Care coordination across multiple specialties and clinics

The coordinator supports VIP, executive, and international patient populations by providing personalized, high-touch service and ensuring timely, efficient navigation throughout the healthcare continuum. Responsibilities include:

• Managing international patient referrals
• Collaborating with insurers and embassy representatives
• Maintaining accurate documentation in Epic and Salesforce PRM
• Facilitating clear communication among patients, providers, and operational teams

Working closely with clinical and administrative leaders, the Ambulatory Concierge Coordinator helps enhance patient access, strengthen referral relationships, and deliver an exceptional patient experience.

Responsibilities

• Provider Consultation & Clinical Access Coordination
  • Serve as the primary coordination point for real-time provider-to-provider consultations across multiple clinical specialties.
  • Triage and prioritize urgent and emergent consultation requests.
  • Maintain comprehensive documentation of consultation activity.
  • Resolve communication barriers and facilitate efficient completion of complex provider interactions.
  • Maintain expert knowledge of clinical service lines and organizational resources.
  • Partner with physicians and clinical leaders to facilitate timely specialty access.
• Patient Access & Complex Care Coordination
  • Coordinate complex patient scheduling across multiple specialties and services.
  • Manage urgent appointments and expedited referrals.
  • Perform patient registration, demographic verification, and insurance validation.
  • Coordinate referral workflows to ensure timely access and continuity of care.
  • Develop and maintain integrated patient schedules.
  • Utilize enterprise EMR and scheduling platforms for accurate documentation.
• International Patient and Concierge Services
  • Deliver a high-touch concierge experience for executive, VIP, and international patients.
  • Serve as the primary point of contact for international patients and referring providers.
  • Coordinate comprehensive international patient itineraries.
  • Collaborate with interpreter services and clinical departments.
  • Facilitate provider review of international referrals.
  • Coordinate follow-up care and transitions back to referring providers.
• Clinical Operations and Provider Partnership
  • Collaborate closely with physicians and operational teams.
  • Serve as a liaison to resolve scheduling challenges.
  • Support provider schedule optimization and clinic efficiency.
  • Coordinate continuity of care by facilitating follow-up appointments.
• Executive Communication & Relationship Management
  • Deliver exceptional customer service to all stakeholders.
  • Manage high-volume, complex communications.
  • Communicate effectively with stakeholders at all organizational levels.
  • De-escalate concerns and resolve issues while maintaining service experience.
  • Build trusted relationships with internal and external stakeholders.
• Operational Excellence & Continuous Improvement
  • Execute patient access and provider consultation workflows.
  • Maintain the integrity of clinical and operational data.
  • Monitor service and customer experience metrics.
  • Identify and implement workflow improvements.
  • Participate in organizational initiatives and strategic projects.

Qualifications

• High School Diploma or GED; Associate's or Bachelor's preferred.
• Experience in a healthcare environment or supporting providers preferred or three years equivalent experience.
• Strong multitasking, prioritization, and organizational skills.
• Proficiency with call center systems, EMR platforms, and Microsoft Office.
• Excellent communication, interpersonal, and customer service skills.
• High level of professionalism, discretion, and emotional intelligence.
• Strong critical thinking, problem-solving, and attention to detail.
• Ability to thrive in a fast-paced, high-pressure environment.
• Commitment to delivering high-quality service experience.

Requirements

• Experience supporting provider-to-provider consult lines or transfer center operations preferred.
• Background in concierge services, executive support, or VIP patient care coordination preferred.
• Working knowledge of medical terminology and healthcare workflows preferred.

Benefits

• Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!
• Opportunity to develop skills and grow your career.
• Build relationships with peers and patients.
• Help us be a source of hope for our friends and neighbors.