[Hiring] Patient Concierge Representative @VCU Health

Role Description

The Patient Concierge Representative coordinates and schedules appointments and is a primary point of contact for patients with initial consults/appointments and treatment plans for multiple locations and services, including:

• Reviews whether medical records are received and ensures appointment lists or scanned documents are in order to support complete evaluations.
• Interfaces with nursing staff regarding the appropriateness of appointments and obtains preauthorization as required.
• Monitors patient cancellations for appointments, processes cancellations in a timely manner, and utilizes wait lists to improve access to clinics for new and established patients.
• Provides quality customer service to patients of all ages, their families, visitors, medical staff, clinicians, and co-workers, ensuring courteous and respectful treatment.
• Schedules or reschedules initial consults/appointments for multiple locations and performs all aspects of the Patient Access Rep position as needed.

Qualifications

• Minimum of two (2) years of previous patient scheduling/registration work experience in a healthcare setting.
• Strong customer service skills and a patient/customer-centered focus in a positive manner in all situations.
• Preferred: 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: Associates or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration, or a closely related field.

Requirements

• Performs daily activities with minimal supervision.
• Functions in a self-directed manner to accomplish routine activities.
• Notifies management immediately of issues involving violation of VCUHS policies or procedures.

Physical Requirements

• Physical: Lifting 50-100 lbs.
• Activities: Prolonged standing, prolonged sitting, frequent bending, walking (distance), climbing (steps, ladder, other), reaching (overhead, extensive, repetitive), repetitive motion.
• Mental/Sensory: Strong recall, reasoning, problem solving, hearing, speaking clearly, writing legibly, reading, logical thinking.
• Emotional: Fast-paced environment, steady pace, able to handle multiple priorities, frequent and intense customer interactions, noisy environment, able to adapt to frequent change.

Compensation

Compensation Grade Range: $17.50 - $26.39. Actual salary offers will be based on several key factors, including relevant work experience, credentials, and qualifications.

EEO Statement

EEO Employer/Disabled/Protected Veteran