Patient Care Concierge Lead (Font Desk )

Patient Care Concierge Lead

At Claremedica, exceptional is the standard. Driven by our purpose to enhance the lives of the seniors in the communities where we have the privilege to work, live, and play, the Claremedica team is comprised of the brightest and best in their fields of expertise. From clinical excellence to unparalleled administrative support and beyond, we're working together to help seniors live happier, healthier, fuller lives.

That kind of teamwork and passion for excelling can only exist in a workplace that fosters employees' growth and wellness and where their full potential and value are realized. At Claremedica, we're excited about great people like you. We're even more excited to support you with the resources, training, benefits, competitive compensation, and more to help you thrive and succeed in our communities.

Opportunity awaits welcome to Claremedica.

The Patient Care Concierge is the first point of contact for patients at Claremedica and a key member of our healthcare team. Serving as a patient advocate, this role is crucial in providing exceptional customer service. Responsibilities include managing patient interactions, ensuring the smooth operation of the front office, greeting and assisting patients, scheduling appointments, checking patients in and out, managing patient records and phone calls, and coordinating with medical staff to deliver excellent patient care. The Patient Care Concierge builds strong relationships with patients, ensuring they feel that their health is our top priority while providing vital administrative support.

Duties and Responsibilities

• Interact with patients and visitors in a polite and friendly manner.
• Enthusiastically greet every guest that enters our center.
• Responsible for preparing 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.
• Responsible for verifying patient demographic-related data and materials from patients and/or their representatives.
• Obtains insurance information (ID card, member/group #s, etc.). Verify patient insurance and collect any necessary copays for services and collect any outstanding balances before visits.
• Verify each patient is scheduled for the proper appointment types.
• Run your end-of-day financial reconciliation report and provide it 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 our EMR system.
• Monitor and process incoming faxes.
• Restock office supplies as needed and maintain inventory log.
• Maintain cleanliness of space by keeping front office and lobby area neat and tidy.
• Maintains the confidentiality of patients' personal information and medical records.
• Participates in daily/weekly huddles.
• Presents patients with customer service survey during check out and escalates if needed for immediate service recovery.
• Performs other duties as assigned and modified at manager's discretion.

Supervisory Responsibilities

• This position does not have supervisory responsibilities.

Qualifications

Qualifications/Requirements

• High School Diploma, GED, or equivalent combination of education and/ or experience.
• A minimum of 1 year of work experience in a medical clinic desired 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, e-mail, and presentation software. Must be able 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 function.

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 your focus. Manual dexterity is required to use desktop computers and peripherals.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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