CLINIC CONCIERGE

Position Summary: Greet patients and their family members to welcome them to our organization.  Assist all the needs of the patients as they arrive for their appointment.  Cross train with front desk and fill the role as main contact for the facility when the Clinic Manager is out.      

Position Responsibilities/Standards:

General

• Attend department, clinic or company meetings as required
• Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns
• Consistently work in a positive and cooperative manner with fellow staff members.
• Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
• Attend required annual in-service programs.
• Demonstrate knowledge and understanding of all company policies and procedures.

Core Values

• Communication:  Verbal and written communications are effective in soliciting and conveying information.  Information is clear, concise and timely.
• Beacon Policies: Consistently adheres to Beacon Policies and Procedures (i.e.: including but not limited to: appropriate cell phone and computer usage, dress code, etc.).  Also follows all OSHA and HIPAA regulations.
• Teamwork: Demonstrates teamwork within department and with company contacts.  Allows for flexibility in how work is accomplished. Treats others with respect and dignity.
• Initiative: Takes initiative in routine situations and proceeds when appropriate.  Learns new processes, procedures and technology as needed. Makes appropriate decisions.
• Patient Care/Customer Service: Responds to patients and coworkers in a friendly and professional manner.  Anticipates patient needs, patients always come first.
• Dependability: Consistent pattern of good attendance and punctuality.  Employee can be relied upon to meet work schedule and complete duties.

Duties And Responsibilities

• Direct all Patients to correct desk/area (MRI, ASC, DME, PT, Chiropractor, and Clinic front desk)
• Verify appointments of patients coming into building –location, physician and time.
• Schedule Urgent Care patients in Nextgen and push paperwork through Phreesia prior to sending into clinic
• Distribute/Collect medical records requests upon patient request
• Collect FMLA/Disability/BWC paperwork, create encounter, collect payment, scan to assigned representative
• Direct all deliveries to the correct area
• Maintain the cleanliness of both lobbies, organize and wipe down wheelchairs
• Alert manager of any facility issue
• Ensure each morning that the waiting areas are neat and tidy, chairs are straight, hand sanitizer available and TV’s are turned on to sports channels only
• Keep inventory of concierge supplies (stickers, masks, markers, hand sanitizer)
• Keep walk-ins (non-appointment patients besides urgent care) to a minimum.
• Call for appropriate help if patients need ambulatory assistance (PT or ATC)
• Direct Patients with billing/insurance questions to patient advocate
• Update signage on doors for closures/emergencies
• Cross train at front desk
• Be the point of contact for facility issues when manager is out
• Manage Urgent Care physician rotation and plan for coverage issues as the schedules change
• Verify and Triage each Walk-in patient

Education/Experience Required: High School Diploma or Equivalent.   Must be friendly, courteous and have good communication skills when greeting patients.  Previous experience in customer service or hospitality is preferred.

Physical Requirements: Physical requirements for the position include the ability to frequently hear and communicate orally, see up close and at a distance, read and comprehend, stand, sit, walk, and reach.  Must be able to climb, pull, push, squat and/or kneel.  Maximum unassisted lift = 50lbs.