Patient Concierge

1 month ago

Louisville, United States Gro HR Consulting Full time
Job DescriptionJob Description

The Patient Concierge is responsible for answering and directing all inbound calls for the practice, with an emphasis in appointment scheduling, emergency call triage, general office questions, problem solving, and medical questions. Successful candidates will be highly professional, dependable, trustworthy, empathetic, have exceptional phone and interpersonal skills, attention to detail and accuracy, organized, self-motivated, proficient in Microsoft office including Word and Outlook, and have a desire to help people on a daily basis.

EDUCATION AND EXPERIENCE:

  1. Previous ophthalmology experience preferred
  2. Experience with Electronic Medical Records preferred
  3. Multi-line phone system and appointment scheduling experience preferred
  4. Previous experience in a busy, customer service focused position preferred
  5. Knowledge of computer operations including the use of email and web browser required
  6. Bachelor's Degree or some college preferred

ESSENTIAL SKILLS AND ABILITIES:

  1. Excellent listening, communication, and public interaction skills
  2. Attention to detail, well organized
  3. Ability to manage multiple tasks simultaneously in a fast-paced environment
  4. Ability to work as a team and be aware of general surroundings while on calls
  5. Ability to maintain a calm, professional demeanor in all situations
  6. Willingness to be cross-trained and comfortable utilizing this knowledge firsthand
  7. Ability to learn new skills and easily adapt to change
  8. Self-motivated and willing to take initiative
  9. Independent thinking skills which allow for determining appropriate course of action
  10. Excellent problem-solving skills, willing to take initiative to solve issues personally and comfortable handling unfamiliar situations
  11. Excellent conflict resolution skills
  12. Ability to think quickly and communicate orally with a variety of callers
  13. Comfortable handling a high volume of calls (estimated 300+ calls/day)
  14. Ability to maintain confidentiality of practice management and patient HIPAA

ESSENTIAL FUNCTIONS:

Communication & Patient Care

  1. Address all calls with the level of respect and professionalism required by this practice, with a welcoming voice and helpful friendly attitude
  2. Anticipate the needs of patients and execute patient requests in a timely manner
  3. Determine what the caller needs, and handle accordingly or direct to the appropriate person or department
  4. Take clear, detailed messages for other departments or employees when necessary
  5. Triage and schedule appointments accurately and competently
  6. Assist in patient care by having a working knowledge of every department in the practice, and being able to implement that knowledge based on patient requests
  7. Maintain a smooth call flow, answering with a friendly disposition while handling multiple calls
  8. Comfortable learning and discussing medical issues and questions with patients using proper medical terminology
  9. Comfortable maintaining control over all calls being handled and ensuring all tasks are accurately completed while under the pressure of constant incoming calls
  10. Understand the natural stress of the department due to the lack of control over number of incoming calls

Administrative

  1. Seek advice from more senior staff members as necessary, never administering incorrect information
  2. Maintain stock levels of all office supplies in concierge area
  3. Maintain neatness of individual desk space
  4. Assist other staff in maintaining stock and upkeep of entire building, including front lobby areas and clinic waiting areas
  5. Perform other duties as required

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