Care Concierge Lead - High Touch Model

“Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job 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

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communicate effectively with employer group representatives to provide health center information.
• Work in conjunction with the Care Coordinator to ensure efficient enrollment in employer group benefits and programs.
• Assist patients with all needs while they are in the health center.
• Address Scheduling conflicts, appointments made outside of the health center, transportation needs and operational questions and concerns.
• Continual monitoring of appointment scheduling and changing appointments, when necessary, by the patient or staff while adhering to contracted employer group policies and procedures.
• Coordinate with providers and staff to maintain day-to-day operations and health center flow.
• Act as a resource for continual development and monitoring of health center activities that improve patient flow, outcomes, increase utilization, and enhance clinical efficacy.
• Work collaboratively with the team assigned to the employer group.
• Deliver optimum care and coverage for contracted services. Take appropriate action to maintain a safe and aesthetic environment.
• Oversee general workflow in the health center by alerting and supporting all staff and ensuring efficient workflow.
• Ensure that all patients can access and complete the survey at the end of each visit.
• Supply each patient with any follow-up information they may require and ensure that follow-up appointments are created for the health center and community providers.
• Act as lead for Medical Assistant Staff.
• Back up for the health center greeter when patient overflow is experienced or absence. Adheres to all policies and procedures.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Required Education

• High school graduate or equivalent.

Required Experience

• 3+ years’ experience in customer service and the medical field.
• One (1) year of medical assistant experience required.
• 1+ years in the medical field and basic understanding of clinical workflow.

Required Licenses and Certifications

• Medical Assistant certificate.
• BLS certificate.
• Phlebotomy certificate.
• CPR certificate.

Required Knowledge, Skills, and Abilities

• Proficient software computer skills to include WORD, EXCEL, and other Microsoft Office programs.
• Knowledge of referral policies/procedures and health insurance plans.
• Participate in client-sponsored trainings from time to time.
• Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience.
• Perform other duties as assigned or required.

Preferred Qualifications

• N/A

Financial Responsibilities

Budget Responsibilities

Languages

Travel

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. 

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please indicate with an X the frequency for the activities that apply to the essential functions of the job based on the chart below. Please select Not Required for physical demands that aren’t essential to job performance.