BILINGUAL PATIENT CONCIERGE

Job Description

Job Description

JOB TYPE:

Patient Concierge

HOME COMPANY:

Gulf Coast Spine

REPORTS TO:

Operations Manager

FLSA STATUS:

Non-Exempt

PRE-REQUISITE:

none

UPDATED/REVIEWED:

3/25/2024

SCOPE OF RESPONSIBILITIES

A nonexempt position responsible for incoming patient calls and patient satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different functions be performed when circumstances change or exigencies require (this includes but is not limited to emergencies, changes in personnel, workload, rush jobs, or technological developments).

1. Answer incoming calls, incoming faxes, online leads, and chat questions from prospective patients.
2. Make, Change, or cancel appointments for new patients
3. Establish rapport with new patients and gain understanding of current patient condition.
4. Communicate treatment services offered by the medical team.
5. Accurately enter new patient information in the customer relations management and practice management system i.e., patient demographics, insurance information, etc.
6. Schedule initial appointments.
7. Communicate with the referral source once patient has been scheduled.
8. Maintain HIPAA compliance by observing and protecting patient confidentiality.
9. Achieve and maintain performance consistent with requirements for productivity, quality, and service levels
10. Develop and maintain productive team-oriented relationships through individual contacts and group meetings
11. Communicates with other team members in clinical and clerical areas to provide a successful patient centered practice.
12. Other duties as assigned.

TIAs may be assigned.

EDUCATIONAL REQUIREMENTS

1. High School diploma, GED or equivalent

EXPERIENCE/OTHER REQUIREMENTS

1. 1 year of relevant patient scheduling or medical experience preferred
2. 1 year of customer service required
3. 1 year of medical terminology preferred
4. 1 year of understanding insurances required
5. Ability to problem solve as well as critical thinking.
6. Proficient in professional and effective communication skills
7. Demonstrate a strong attention to detail and thoroughness.
8. Effectively utilize available relevant technical tools and resources (e.g. Microsoft, Outlook)

KNOWLEDGE/SKILLS/ABILITIES

1. Knowledge of medical terminology.
2. Knowledge of the health care field.
3. Knowledge of legal and ethical considerations related to patient information.
4. Knowledge of counseling, conflict resolution, and customer service principles and applications.
5. Skill in putting information in preferred medical record system, meeting clinic standards.
6. Skill in diffusing tense situations through diplomatic problem-solving.
7. Skill in using computer and medical records software.
8. Ability to communicate effectively with patients and staff via phone, in person and through email.
9. Ability to demonstrate leadership in resolving patient concerns.
10. Ability to establish relationships with a wide variety of people.
11. Ability to communicate calmly and clearly with providers and employees.

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.

Combination of standing, sitting, bending, and reaching. May work at computer monitors for prolonged periods of time using fingers to keyboard, handle or feel. The workload will be heavy at times.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Medical exam and treatment rooms and medical offices. Environment setting (lighting, temperature, air quality, acoustics) controlled. Well-lighted, well-ventilated adequate space.