Patient Concierge Representative - Ambulatory Access - Remote

About the role

The Patient Concierge Representative coordinates and schedules appointments and serves as a primary point of contact for patients with initial consults/appointments and treatment plans (e.g., infusion, outpatient diagnostic services) across multiple locations and services.

Responsibilities

• Reviews medical records, appointment lists, and scanned documents to ensure all supporting materials are available for complete and thorough evaluation.
• Interfaces with nursing staff regarding appointment appropriateness and obtains required preauthorization.
• Monitors patient cancellations, processes cancellations promptly, and uses wait lists to improve clinic access for new and established patients.
• Provides quality customer service to patients of all ages, families, visitors, medical staff, clinicians, and coworkers, treating everyone courteously, quickly, and with respect.
• Schedules or reschedules initial consults/appointments as appropriate for multiple locations.
• Performs all aspects of the Patient Access Representative position as needed.

Requirements

• 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 all situations.
• High school graduate or equivalent.

Preferred Qualifications

• Three (3) years’ work experience with medical insurance, HMO, managed care, GE/IDX, Cerner order entry, appointment scheduling, and medical terminology.
• Associates or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration, or closely related field.

Work Environment

• Physical: Lifting 50–100 lbs.
• Activities: Prolonged standing, prolonged sitting, frequent bending, walking (distance), climbing (steps, ladder, etc.), 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, ability to handle multiple priorities, frequent and intense customer interactions, noisy environment, ability to adapt to frequent change.

Must permanently reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Kentucky, Kansas, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, South Carolina, Tennessee, Texas, Virginia, or West Virginia.