Care Concierge Lead - High Touch Model

Position Summary

Act as a Care Concierge Lead for all patient needs and be the liaison between the patient and providers/staff. Oversee the patient workflow and ensure that all patient needs are met with the highest level of customer service. This position collaborates with a multi-disciplinary team to assure the highest quality care while focused on the physiological, psychosocial and safety needs of each patient and their families. This is a high touch position that requires providers to be engaged with the patient population on a constant basis.

Essential Job Functions

1. Communicate effectively with employer group representatives to provide health center information. Ability to communicate actions back to supervisors and corporate staff on employer level communication habits.
2. Work in conjunction with Care Coordinator to ensure efficient enrollment in employer group benefits and programs.
3. Exudes customer service and courtesy to every patient.
4. Assist patients with all needs while they are in the health center, including scheduling conflicts, appointments made outside of the health center, transportation needs and operational questions and concerns.
5. Continual monitoring of appointment scheduling and changing appointments, when necessary, by the patient or staff while adhering to contracted employer group policies and procedures.
6. Assist medical assistants in scheduling and coordinating patient appointments and outside referrals.
7. Ability to process and handle confidential information with discretion.
8. Coordinate with providers and staff to maintain day-to-day operations and health center flow.
9. Act as a resource for continual development and monitoring of health center activities that improve patient flow, outcomes, increase utilization, and enhance clinical efficacy.
10. Takes appropriate action to maintain a safe and aesthetic environment.
11. Perform other tasks as directed by physicians and other providers. Work collaboratively with the team assigned to the employer group to deliver optimum care and coverage for contracted services.
12. Ensure that all patients are able to access and complete the patient survey at the end of each visit.
13. Supply each patient with any follow-up information they may require as well as ensuring that follow-up appointments are created for the health center as well as any community providers.
14. Oversee general workflow in the health center by alerting and supporting all staff and ensure efficient workflow.
15. Act as lead for Medical Assistant Staff.
16. Back up for health center greeter when patient overflow is experienced or absence.
17. Participate in client sponsored trainings from time to time.
18. Adheres to all policies and procedures.
19. Able to rotate weekends, holidays, and shifts and center location according to health center needs.
20. Perform other duties as assigned or required.

Required Education and Experience

1. High School Graduate or equivalent
2. One (1) year of medical assistant experience required.
3. Medical Assistant and BLS certification.
4. Phlebotomy certification.
5. 3+ years’ experience in customer service and the medical field
6. 1+ years in the medical field and basic understanding of clinical work flow
7. Knowledge of referral policies/procedures and health insurance plans
8. Bilingual English/ Spanish
9. Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience.
10. Proficient software computer skills to include WORD, EXCEL and other Microsoft Office programs

Preferred Education and Experience

1. Bilingual (English/Spanish)
2. Phlebotomy certification.
3. CPR certified
4. Relevant or any other job-related vocational coursework.