Patient Concierge team members are responsible for creating a friendly and warm first impression for patients internally and externally to our clinics. You will be the face of the clinic and provide a welcoming environment for patients entering the clinic and help patients get started on their journey to improved health. Additionally, the Patient Concierge team member identifies opportunities for community engagement.

PRIMARY RESPONSIBILITY

The main obligation of the Patient Concierge team member is to create the best possible patient experience while operating as an integral part of our cross-functional organization. This is achieved through multiple administrative duties, patient check-in, waiting room atmosphere, communication in billing/collections, and pre/post clinical care. This list is intended to be an inclusive yet not exhaustive framework of the assigned duties and may be updated intermittently to accommodate areas of growth and opportunity.

• Manage clinic phone calls, including, but not limited to scheduling new patients, rescheduling and fielding marketing phone calls
• Triage patient-related messages and questions in a timely manner
• Assist patients with resolving issues within the scope of practice or utilizing a member of the clinical care team including Physicians, Advanced Practice Providers, Physical Therapists, Chiropractors, Orthopedic Navigator, and other staff members
• Schedule appointments
• Check and disperse daily faxes to the appropriate team member
• Scanning documents and maintaining medical records into practice management systems
• Enter claims for collections on FMLA, Rating Letters, etc.
• Assist with fulfillment of medical record requests as needed
• Recognize, welcome and register patients at check in. Serve as a role model for patient service
• Guide patients through intake processes, new patient forms, copies of office policies and legally required documents. Assist in full completion and accuracy of paperwork.
• Inventory, stocking and cleaning of lobby, PT bay and other clinic areas
• Complete transactions using POS systems, reconcile daily collections reports
• Inform administration of operational problems and patient feedback
• Provide coverage in multiple office locations as needed, including urgent care clinics
• Opening and closing of clinic
• Verify insurance and benefits for patients
• Any other job duties that might be requested by the doctors or management to help the office run efficiently
• Provide reports as requested per Management
• Attends mandatory full staff and clinical meetings and acknowledges receipt of and reviews minutes if absent
• Adheres to all company policies and procedures
• Engages referral sources in an effort to increase awareness of our clinics in the community
• Enhance the experience of referring organizations and providers to our clinics.
• Other duties as assigned

SKILLS

• High School diploma or equivalency (Associate degree preferred)
• 1-2 years of administrative or customer service experience: 1 year (preferred)
• Competent communication skills and good organizational skills
• Familiarity with electronic medical record programs is a plus
• Medical terminology: 1 year (preferred)
• Computer skills: 1 year (preferred)
• Ability to work quickly, yet meticulously in a fast-paced environment
• Enthusiastic approach to customer service

Skill, Competencies, and Qualifications:

• One to six months on-the-job training or experience necessary to acquire familiarity with department policies, procedures and forms.
• Be a team player and help to provide a positive, healthy workplace
• Accepting criticism and dealing calmly and effectively with high stress situations
• Ability to use office equipment, computer, scanner, fax and phone system
• Knowledge of general administrative and clerical procedures
• Microsoft Applications
• Data Entry
• Great communication and organizational skills
• Prior knowledge of insurance and insurance benefits
• General typing
• Strong Customer Service Skills

PERSONAL CHARACTERISTICS:

The employee must be able to handle multiple tasks quickly and accurately while showing the patient compassion for their individual situation.

Expectations of All Employees:

• Must be knowledgeable of all techniques and procedures performed within our clinics and uphold its standard for excellence. Responsible for competently and efficiently performing all tasks in a friendly, professional manner.
• Provide exceptional service to all of our patients.
• Exhibit professionalism and ethical behavior at all times.
• Maintain OSHA and HIPAA regulations.
• Adhere to all policies and procedures for our organization.
• Treat everyone with respect, courtesy, and friendliness.
• Upholding Organizational Vision, Mission, & Values.

Sano is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age (40 and older), race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, or any other status protected by federal, state, or local laws. Sano is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.