Patient Concierge, Practice Operations Behavioral Health

St. Luke's University Health Network - Phillipsburg, NJ

Full-time

Phillipsburg, NJ

Hospitals

About the position

The Patient Concierge at St. Luke's University Health Network is a vital role focused on enhancing the patient experience through compassionate advocacy and support. This position is responsible for facilitating various administrative and patient support services within a behavioral health practice, ensuring a patient-centric culture and exceptional service delivery.

Responsibilities

• Engages patients in a polite, prompt, and compassionate manner during all practice-based patient interactions.
• Performs clerical service delivery functions with patients, including check-in, patient consent, check-out, pre-registration, and real-time eligibility verification.
• Provides MyChart education, appointment/testing scheduling at check-out, and point of service payment collection.
• Addresses patient inquiries, including form and medical record requests.
• Delivers waiting room concierge service and provides hands-on support to patients utilizing the kiosk check-in process.
• Facilitates practice opening and closing procedures, maintenance of practice cleanliness, and processing of incoming mail and deliveries.
• Manages cash and reconciliation, and promptly scans and indexes incoming faxes.
• Supports other practice-based team members by addressing in-basket clerical pool messages.
• Partners with Access Center Patient Engagement Partners to address time-sensitive scheduling requests.
• Facilitates connection from Access Center Clinical Triage Specialists to practice-based care team members for time-sensitive clinical inquiries.
• Maintains a solution-oriented mindset to effectively anticipate and tend to patient needs.

Requirements

• High School graduate or equivalent required.
• Minimum one year practice-based experience or in a similar healthcare setting preferred.
• Customer service experience preferred.
• Excellent communication, facilitation, and presentation skills.
• Focused on compliance and quality-driven service.
• Demonstrates continuous growth and excels at time management.
• Ability to communicate to patients concisely and clearly.
• Ability to listen, express compassion and empathy, and communicate with a patient-centric mindset.

Nice-to-haves

• Graduates of administrative training programs preferred.