Provider Concierge Specialist - outpatient imaging

Company Overview
South Jersey Radiology Associates (SJRA) is the region’s premier, physician-led medical imaging provider, proudly serving our community since 1938. SJRA owns and operates 16 convenient locations and care for more than 600,000 patients each year. Our highly experienced team of 50+ board-certified, fellowship-trained, subspecialized radiologists deliver precise, reliable images and reports to give the answers the community needs to improve their health. We take pride in our 98% patient satisfaction rate and are honored to be South Jersey’s most trusted provider for medical imaging.

Location: Mt. Laurel Admin office

Job Summary:

The Concierge Provider Liaison serves as a dedicated resource for referring physicians in helping to ensure a seamless, responsive, and positive experience throughout their interactions with the organization. This position assists provider offices with navigating service-related needs, addresses questions and concerns, coordinates with internal departments to resolve issues, and provides proactive follow-up when appropriate.

Duties/Responsibilities:

· Demonstrates the company’s values in daily activities

(95%) Operations

· Acts as a liaison between providers and internal departments to facilitate effective communication and resolution of provider needs.

· Serves as a primary point of contact for providers requiring additional assistance navigating, services, or other aspects of their experience.

· Provides personalized, empathetic, and timely assistance to providers while maintaining a high standard of customer service.

· Listens to and assesses questions or concerns to identify appropriate resources and facilitate resolution.

· Assists with complex or sensitive service matters and escalates issues to leadership when appropriate.

· Provides service recovery support by coordinating with appropriate departments and maintaining communication with the patient through resolution.

· Conducts timely follow-up to ensure concerns have been appropriately addressed.

· Helps identify and remove barriers that may negatively impact the referring provider experience.

· Maintains confidentiality and handles sensitive information in accordance with organizational policies and applicable requirements.

· Perform other duties and responsibilities, as assigned.

Required Knowledge, Skills, and Abilities:

· Ability to work in a fast-paced, high productivity environment.

· Ability to document accurately and concisely.

· Ability to maintain patient confidentiality.

· Ability to interact with staff at all levels in a fast-paced environment, typically under pressure, while remaining flexible yet focused

· Ability to communicate professionally through verbal and written communications to include personal branding

· Demonstrated high level of confidentiality and professionalism.

· Demonstrated outstanding service skills with both internal and external customers

· Ability to manage multiple projects; able to multitask

· Strong interpersonal skills with the ability to communicate with empathy, professionalism, and discretion.

· Ability to manage sensitive or challenging interactions calmly and effectively.

· Strong problem-solving skills with the ability to identify resources and facilitate resolution.

· Proficiency with contact center, scheduling, and/or healthcare-related software preferred.

Education and Experience

· High school diploma or equivalent medical scheduling or customer service experience

· Associate or bachelor’s degree preferred or equivalent combination of experience and education.

· Minimum 2-3 years call center, patient services, customer service experience preferred

· Experience handling complex patient/customer concerns or service recovery strongly preferred.

· Experience in a radiology, medical practice, contact center, or other healthcare environment preferred.

· Bilingual preferred

Benefits (Please note that eligibility for benefits is based on position type and status and certain positions may not be eligible for all the benefits listed below)

• Career Growth: We support and encourage all employees to advance their careers through internal promotion in the organization. We offer the Technologist Advancement Academy (TAA), a cross training program is designed to help our employees to pursue registry in other modalities (MRI, CT, Mammography). It allows you to advance your career during working hours while still being paid. Our program includes a dedicated trainer and online training through simulations.
• Medical Insurance: We partner with a leading healthcare provider to offer three competitive medical plans for employees to select from based on their individual healthcare needs.
• Dental Insurance: South Jersey Radiology has worked with a leading healthcare provider to design a dental plan that is a step above most in the market today, offering the largest network of providers in the country and orthodontia coverage with no age limit!
• Vision Insurance: We are proud to offer competitive and affordable vision coverage to our team.
• Life Insurance: We provide life insurance coverage at no cost to the employee and offer additional voluntary coverage.
• Paid Time Off: We offer 18 days and holidays when you start with South Jersey Radiology. More time off is earned as you stay with the team!
• 401(K): SJRA is proud to offer a 401(k) plan with Safe Harbor and Profit Sharing contributions.
• Teladoc: Affordable convenient option for treating all your medical conditions, it allows you to talk to a doctor anytime anywhere by phone or video consult.
• Employee and family discount: Several radiology studies (scans) are fully covered for employees and eligible household members simply be being part of the SJRA family.
• Short & Long Term Disability: For those unexpected life events we offer voluntary short and long term disability insurance through The Hartford. Maternity leave is covered by short term disability.

About Lumexa Imaging

Lumexa Imaging is one of the largest and most progressive radiology groups in the country. Our mission is to make the best of radiology better to improve lives. With over 3,100 team members and 175 outpatient imaging centers across 13 states, our team conducts nearly 8 million studies annually. South Jersey Radiology Associates (SJRA) established a partnership with Lumexa Imaging in 2022 to innovate patient care, accessing their best-in-class clinical excellence, operations, infrastructure, and state-of-the-art technology.

South Jersey Radiology Associates (SJRA) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation or any other unlawful factor.