Patient Concierge (Administrative)
THE ONEPEAK WAY | Grow Gracefully through changing lives rather than simply seeing patients.
MISSION | To provide our patients a unique wellness experience that redefines primary care through innovative, integrated health practices and services geared towards optimal health and well-being.
VISION | A healthcare system that believes in, accepts, and values all evidence-informed practices and identifies the relationships between health, mind, body, and spirit.
VALUES | TRIBE
- TEAMWORK. Collaborating to create a meaningful OnePeak experience
- RESPECT. Listening without judgment and communicating with positive intent
- INFORMED. Communicating, educating, and owning essential information
- BALANCE. Celebrating an environment that is diverse, inclusive, and encourages a healthy mind, body & spirit
- EXCELLENCE. Boldly expecting the best and being empowered to deliver
Be Healthy. Be Happy.
Job Summary:
At OnePeak Medical, our team members are driven by a deep sense of care, whether they're directly tending to patients or providing support behind the scenes. We are committed to redefining primary care through innovative, integrated health services that prioritize optimal health and well-being. Join our mission-driven company, dedicated to innovation, growth, and equipping our frontline caregivers with the latest resources, enabling them to excel in their roles.
As a Patient Concierge, you will be the initial contact for patients and others via multiple lines of communication, including phone, SMS, email, and more. The Patient Concierge is a personal guide for our patients as they receive care at OnePeak Medical. This role helps patients understand scheduling, patient forms, insurance and cost as well as all the services OnePeak Medical has to offer. Your role is pivotal in maintaining high patient satisfaction through the delivery of exceptional customer service.
Responsibilities and Duties:
- Provide outstanding customer service, offering a warm and positive welcome to patients and via phone
- Adhere to all OnePeak Medical policies and procedures as outlined in the Employee Handbook, including maintaining the confidentiality of restricted areas, key-less entry codes, and computer system passwords
- Manage a multi-line telephone system, routing calls, addressing general inquiries, and scheduling patient appointments
- Register patients and update their demographic and insurance information, as well as the patient portal
- Always verify the accuracy of patient information during appointment scheduling, informing patients of any required documentation changes
- Ensure completion of all required forms, consents and documents prior to appointments
- Verify eligibility and benefits
- Offer products and services based on individual customer needs
- Utilize problem-solving and conflict-resolution skills when addressing patient complaints, directing them to appropriate leadership when necessary.
- Attend department and clinical meetings as scheduled
- Complete end-of-day responsibilities
- Fulfill any additional responsibilities as required to support OnePeak Medical
Qualifications:
- Demonstrate T.R.I.B.E. values (Teamwork, Respect, Informed, Balance, Excellence)
- Hold oneself accountable for achieving measurable, high-quality, timely, and cost- effective results
- Exhibit excellent customer service and teamwork skills, fostering a welcoming and positive atmosphere
- Effectively communicate with patients, staff, and providers
- Display confidence and skill knowledge
- Excellent written and verbal communication skills
- Proactive problem solving skills are essential
- A compassionate and understanding nature is critical to understand and address the needs and concerns of patients
- Possess good judgment, making timely and sound decisions
- Embrace an attitude of continuous improvement
- Demonstrate strong interpersonal skills and professionalism
- Excel in listening, with a willingness to accept constructive feedback
- Maintain strict adherence to patient confidentiality standards as outlined by HIPAA
- Manage time effectively, with the ability to multitask, prioritize, and organize workloads
- High attention to detail and organization
- If required, possess a valid driver's license, and maintain a personal vehicle in compliance with state laws and insurance required
Education and Experience:
- High school diploma or equivalent – Required
- 6 months of customer service experience – Required
- 6 months of front desk reception or scheduling experience in a medical office –Strongly preferred
- Prior PM/EHR experience – Strongly preferred
- Proficiency in Microsoft Office Suite – Strongly preferred
- Computer/Tech Savvy – Strongly preferred
- Knowledge and experience with medical billing and insurance payors, including Medicare, Medicaid, Private Insurance, and Managed Care Programs – Strongly preferred
ABOUT OUR FULL-TIME BENEFITS:
- Medical, Dental, and Vision Insurance
- Voluntary LTD, Critical Illness, and Accident Insurance
- Flexible Spending Account (FSA) and Dependent Care Assistance Program (DCAP)
- 401(k) Retirement Plan with Company Match
- Paid Time Off and Paid Holidays
- Peak Bucks
- Employee, Friends, and Family Discounts
