Concierge Services Representative - Healthcare

Concierge Service Representative

IRG Physical & Hand Therapy is growing and looking for a Concierge Service Representative for our Patient Care Department - IRG Concierge Services. Offering work/life flexibility, student loan assistance, a fun and rewarding culture & professional growth opportunities! Your best self. This is our company motto, and we model our company culture around helping our employees and patients achieve their best selves. Do you want a career that is not solely customer service driven - but involves sales, marketing, business development and community involvement? Do you want to experience the difference of being a part of a company that feels like family - all while offering the best in Physical and Hand Therapy to your community? If so, we want to talk to you. Be a part of our team of like-minded individuals who are passionate about inspiring the community with connectivity, patient-centered care, and a dynamic, upbeat work culture.

The Position:

Our Concierge Service Representatives (CSR) are the driving force in the patient experience and the first point of contact for IRG patients. CSRs answer incoming phone calls to address non-medical questions, connect patients to a range of services, process incoming leads through faxed referrals, and schedule patient appointments for our clinics. This role centralizes our patient communications and conversion processes and is continuing to develop as the department expands. Therefore, candidates have potential for schedule flexibility to adapt to growth through program launch.

Responsibilities:

• Respond to patients via telephone by assessing needs and answering general questions regarding treatment options.
• Obtain patient intake information and schedule new patients then send appropriate patient materials prior to initial appointment.
• Utilize an electronic medical records system to schedule appointments and facilitate communication to and from the clinic staff in accordance with established protocols
• Responsible for handling physician correspondence
• Provide excellent customer service by anticipating patient needs
• Answer multi-line phones and communicating messages

Who You Are:

• You love people and thrive on establishing meaningful connections through virtual and telephone platforms
• You exhibit the ability to multitask without being overwhelmed
• You are capable of building strong rapport with patients from a variety of backgrounds with empathy and professionalism
• You have excellent verbal and written skills to ensure effective communication with physicians, patients, Front Office Coordinators and other staff.
• You enjoy an independent, digital, self-driven work environment
• You are confident in your proficiency with technology and computer systems (EMR, Microsoft Office Suite, etc.)

What We Promise To Offer You:

• A local experience we are a PT owned and operated company based in WA state. - no big national corporation in charge of the decisions that impact your patient care. Our administration, billing, and outreach teams are all local and deeply embedded in the therapy community. Our admin is here to support our therapy staff with community connections, referral relations and help you create your ideal patient case load while you focus on what matters, your patients.
• A 1:1 patient care model we place patient care and the patient experience at the forefront of our business model. We encourage the human connection and know the best experience for our patients is the maximization of time with our skilled therapists.
• Student loan assistance we provide a monthly student loan assistance program to all of our employees to help you pay off those pesky student loans, faster.
• Career advancement opportunities - Leadership opportunities based on skill and performance, not just on seniority - IRG Leadership Institute courses designed to develop the business skills to help you succeed and thrive throughout your career.
• Human connection and community involvement is just as important to us as patient care - we are deeply embedded in our communities and encourage all employees to find their passion and get involved.
• A full benefits package - including affordable medical, dental and vision, 401k matching, paid time off, paid holidays and sick leave. Here at IRG we care about our staff's health and financial well being and are proud to offer a very competitive benefits package.

Qualifications/Requirements:

• High school diploma (Bachelors degree in related field preferred)
• 2+ years of experience in a customer service position
• Knowledge of basic insurance and medical terminology
• Knowledge and adherence to HIPAA laws and compliance regulations
• Bilingual/multilingual preferred (not required)

Physical Demands/Working Conditions:

• Physical activity including but not limited to bending, reaching, squatting, lifting and prolonged periods of sitting.
• Required to work at an IRG facility and be responsible for your own transportation to and from work site.
• Work for extended periods of time at a video display terminal and will be required to use a keyboard to enter and gather information.
• Work schedule will be based on the needs of IRG

Pay & Benefits Information:

• Base salary: $18-$24 per hour depending on experience
• Benefits (please note: benefits eligibility is determined by hours worked, not all programs listed below are offered to all employees):
• Paid Time Off (Holidays, Vacation, Sick, Personal)
• Continuing Education Funds
• Student Loan Repayment Program
• 401K plan with employer match
• Medical, Dental & Vision Plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• Long-Term Disability
• Life and AD&D Insurance
• Employee Assistance Program

Our Vision: Empowering all with a passion and purpose to become their best self.

Our Mission: IRG is committed to enhancing the health and wellness of our communities through continuous development, delivering a superior experience, and creating exceptional results.

Our Values: Integrity, Positivity, Innovation, Accountability and Proficiency