Concierge/Patient Flow Specialist

The CSC Concierge/Patient Flow Specialist must work closely with the physicians, nurses, and admissions staff to help control patient flow for the CARTI CSC. This position will assist with front desk operations (admissions, patient navigation) and other duties as assigned to ensure a smooth patient flow. The Concierge/Patient Flow Specialist may provide back-up support for other staff as necessary.  This description incorporates full time, part time or PRN Concierge/Patient Flow Specialist.

JOB SPECIFIC DUTIES AND RESPONSIBILITIES:

1. Greet, screen, and direct patients.  Assuring they are queued as arrived for services, advising admissions of their arrival.
2. Performs medical receptionist duties as necessary. Answers telephone, screens calls, takes messages, and provides information.
3. Fulfill patient care responsibilities as assigned which may include accompanying patients to their destination within the CSC.
4. Works with physician, nurses, and administrator to help maintain a good patient flow.
5. Investigate all “no shows”, clearly document reasons “why” and make appropriate follow up and notify appropriate clinical staff.
6. Will learn admission roles and responsibilities, allowing for back-up coverage at admissions desk.
7. Must be able to understand and navigate multiple computer systems to follow patients and troubleshoot any patient flow issues.
8. Obtains financial updates, documents in the billing system, completes forms and obtains signatures as “alerts” request.  Ensures patient documents are entirely filled out and signed.
9. Obtains, verifies, and updates patient information and provides support services to patients and medical staff.
10. Able to assist with the patient portal as needed.
11. Be a resource for patient’s families regarding their loved one’s surgical path.
12. Reports any housekeeping issues to the facilities manager.
13. Be responsible for tasks assigned per request.
14. Fulfills organization responsibilities as assigned which may include respecting/promoting patient rights, sharing problems relating to patients and/or staff with immediate supervisors quickly.
15. Employee will be required to change work schedule or work location as directed by the supervisor/manager.
16. Open any unspecified mail/faxes and distribute.
17. Manages office and clinical supplies with final authorization through department manager. Assists in the care and maintenance of office equipment.
18. Manages and organizes supplies and maintenance of refreshment area and immediate cleanliness of lobby.
19. Prepares and posts holiday signs when facility is closed or if patient needs to be directed to another area.

EDUCATION, CERTIFICATION, LICENSURE and REGISTRATION: 

1. High school graduate or GED preferred

EXPERIENCE, KNOWLEDGE, SKILLS, and ABILITIES:  

1. Minimum of one year of clerical/general office work experience required;
2. Medical office setting experience preferred.
3. Knowledge of medical terminology and office procedures.
4. Excellent computer and other basic office equipment skills.
5. Extensive knowledge of grammar, spelling, and punctuation.
6. Skilled in time management and organization.
7. Ability to read, understand and follow oral and written instructions.
8. Ability to communicate clearly and concisely.
9. Ability to establish and maintain effective working relationships with patients, team members and the public.
10. Attention to detail, accuracy, and documentation
11. Utilizes an effective and efficient process to meet the demands of the surgical schedule and needs of the patient
12. Cooperative work attitude toward co-employees, management, patients, visitors, and physicians
13. Ability to promote favorable facility image with physicians, patients, insurance companies, and general public
14. Ability to make decisions and solve problems and seek assistance to ensure optimum quality and timely outcomes

REASONING ABILITY:

1. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
2. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.

INTERPERSONAL SKILLS:

1. Must interact and communicate effectively both verbally and in written form.
2. Must interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies on a frequent basis while respecting the confidentiality of patient information.

PHYSICAL DEMANDS:

1. 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.
2. While performing the duties of this job, the employee is regularly required to talk or hear.
3. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
4. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment involves potential exposure to blood and body fluids, communicable diseases, chemicals and other hazardous materials, radiation, and repetitive motions while performing the essential functions of this job.   Team members are offered appropriate vaccinations and safety training.

COMMENTS:

This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of the job.  It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified.  Other functions may be assigned and management retains the right to add or change the duties at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

SAFETY SENSITIVE

This position is a Safety Sensitive Position.  The essential functions, physical demands, and mental competencies of this job require the employee maintain the ability to work in a constant state of alertness in a safe manner.