Patient Concierge Representative - Adult Outpatient Pavilion

The Patient Concierge Representative coordinates and schedules appointments and serves as the primary point of contact for patients with initial consults and appointments, treatment plans (i.e. infusion, outpatient diagnostic services) for multiple locations and multiple services. The responsibilities include the following:

• Reviews whether medical records are received, appointment lists or scanned documents are in order to ensure that all documents are available to support complete and thorough evaluation.
• Interfaces with nursing staff regarding the appropriateness of appointments and obtains preauthorization as required.
• Monitors patient cancellations for appointments, processes cancellations in a timely manner, and where appropriate, utilizes wait lists to offer improved access to the clinics for new and established patients.
• Provides quality customer service to patients of all ages, their families, visitors, medical staff, clinicians and co-workers, ensuring that everyone is treated courteously, quickly and with respect.
• Schedules or reschedules initial consults/appointments, as appropriate, for multiple locations. Performs all aspects of the Patient Access Rep position as needed.

Licensure, Certification, or Registration Requirements for Hire: N/A

Licensure, Certification, or Registration Requirements for continued employment: N/A

• Minimum of two (2) years of previous patient scheduling/registration work experience in a healthcare setting.
• Strong customer service skills and patient/customer centered focus in a positive manner in all situations.

• Three (3) years’ work experience with medical insurance, HMO, managed care, GE/IDX, Cerner order entry; appointment scheduling and medical terminology.

• High school graduate or equivalent.

• Associates or Bachelor's Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field.

• Performs daily activities with minimal supervision.
• Functions in a self-directed manner to accomplish routine activities.
• Notifies management immediately of issues involving violation of VCUHS policies or procedures.

• Lifting: 50‑100 lbs.
• Activities:
  
  prolonged standing, prolonged sitting, frequent bending, walking (distance), climbing (steps, ladder, other), reaching (overhead, extensive, repetitive).
• Mental/Sensory: strong recall, reasoning, problem solving, hearing, speak clearly, write legibly, reading, logical thinking.
• Emotional: fast pace environment, steady pace, able to handle multiple priorities, frequent and intense customer interactions, noisy environment, able to adapt to frequent change.

EEO Statement

Employer/Disabled/Protected Veteran/41 CFR 60-1.4