Patient Care Concierge I

About the role

At Claremedica, the Patient Care Concierge is the first point of contact for patients and a key member of our healthcare team. Serving as a patient advocate, this role is crucial in providing exceptional customer service while ensuring the smooth operation of the front office.

Responsibilities

• Manage patient interactions and ensure exceptional customer service.
• Greet and assist patients, schedule appointments, and check patients in and out.
• Maintain patient records, manage phone calls, and coordinate with medical staff to deliver excellent patient care.
• Build strong relationships with patients, ensuring they feel their health is our top priority.
• Prepare new patient registration, patient check-in, and patient check-out.
• Answer all phone calls professionally and courteously, taking detailed and accurate messages.
• Maintain and organize the Provider’s schedule by scheduling, rescheduling, and confirming appointments for patients.
• Verify patient demographic-related data and materials from patients and/or their representatives.
• Obtain insurance information (ID card, member/group #s, etc.), verify patient insurance, and collect copays or outstanding balances before visits.
• Ensure each patient is scheduled for the proper appointment types.
• Run end-of-day financial reconciliation reports and provide them to your Leader with any cash collected.
• Send detailed Telephone Encounters to the corresponding parties.
• Scan all necessary documents (insurance cards, lab requisitions, etc.) into the EMR system.
• Monitor and process incoming faxes.
• Restock office supplies as needed and maintain inventory log.
• Maintain cleanliness of the front office and lobby area.
• Maintain the confidentiality of patients’ personal information and medical records.
• Participate in daily/weekly huddles.
• Present patients with customer service surveys during check-out and escalate issues for immediate service recovery.
• Perform other duties as assigned and modified at manager’s discretion.

Qualifications

• High School Diploma, GED, or equivalent combination of education and/or experience.
• A minimum of 1 year of work experience in a medical clinic or prior customer service experience.
• BLS preferred.
• Exceptional oral and written communication skills, time management skills, and organizational skills.
• Ability to communicate with employees, patients, and other individuals in a professional and courteous manner.
• Mindset focused on resolving problems for patients and achieving team goals.
• Knowledge of medical products, terminology, services, standards, policies, and procedures.
• Ability to act calmly in busy or stressful situations.
• Demonstrated strong listening skills.
• Ability and willingness to travel locally and/or regionally up to 10% of the time to assist in covering other centers, as needed.
• Proficient skills in Microsoft Office Suite products including Word, PowerPoint, Outlook, and Excel, plus a variety of other word-processing, spreadsheet, database, email, and presentation software.
• Ability to type at least 40 WPM.
• Skilled in basic phone and computer operation.
• Ability to work effectively within role independently and with other team members.
• Ability to organize and complete work in a timely manner.
• Detail-oriented to ensure accuracy of reports and data.
• Proficiency with the ability to problem solve, multitask, and carry out instructions.
• Ability to read, write, and effectively communicate in English. Bilingual is a plus.
• HIPAA and AHCA experience preferred.
• Healthcare experience preferred.
• EMR system experience preferred.

Working Conditions

General office working conditions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will be required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs, balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Manual dexterity is required to use desktop computers and peripherals.

Work Environment

The noise level in the work environment is usually moderate.

Travel

Local travel between care centers may be required for coverage.

Safety Hazard of the Job

Minimal hazards.