Patient Concierge Float, Full-Time, Rotating Shift

Be a part of a world-class academic healthcare system at UChicago Medicine as a Patient Concierge Float with our Multispecialty clinic at Orland Park. In this role, the Patient Concierge serves as an essential member of the new care team at UCMC's standalone facility at Orland Park.

The Patient Concierge will be responsible as a resource for ensuring patients access their care in a seamless and uncomplicated manner. The job role is dynamic and requires extensive walking and standing throughout the entire shift. The Patient Concierge float will support various clinical activities and clinics to anticipate patients' needs by ensuring that exam rooms are cleaned, perform exam room check-out, patient check-in, and electronic record documentation, including scanning. The Patient Concierge float will provide navigation support to patients, ensuring they are personally escorted throughout their experience. The position also evaluates data and service improvement opportunities acting as an information resource and a patient advocate.

Essential Job Functions: 

• Exhibits strong customer service, sophisticated communication, and critical thinking skills in response to patient and care team inquires and requests.
• Ability to work in a fast-paced environment and continually monitors appointment schedules throughout the day, ensuring patients are accessing care at their scheduled appointment time.
• Adheres to established standard work and utilizes identified communication tools to ensure a consistent and exceptional patient experience.
• Exceptional computer skills and ability to utilize multiple applications to support accurate and timely exam room check-out, patient check-in, scheduling, and revenue cycle activities related to insurance verification, pre-certification, authorization, and collections as required.
• Independently collects patient intake forms specific to department and provider preference.
• Facilitates and schedules appointments for UCM and outside organizations.
• Performs EMR scanning before and after the patient visit in accordance with the care team model.
• Participates in UCMC projects as assigned, including employee engagement, patient experience, and process improvement projects from inception through planning and implementation. Conducts performance improvement initiatives, such as participating in interdisciplinary improvement teams.
• Provides concierge-type support by assisting with scheduling patient transportation, interpreter services, and partners with volunteer services to coordinate escorts throughout the facility for patients.
• Ability to step in and perform Patient Concierge role to support operational needs within multiple clinics on an as-needed basis.

Required Qualifications:

• A completed High School diploma or equivalent from an accredited body 
• Two to five years' experience in providing high-level customer service in a community-based outpatient setting, addressing and resolving complex issues
• Ability to communicate effectively in both oral and written form at or above High School level
• Excellent customer service skills

Preferred Qualifications:

• Experience working in a community health setting
• A completed Associate's or Bachelor's degree
• General working knowledge of computer programs including the Microsoft Office Suite & knowledge of EPIC 
• Prior experience in a practice setting preferred, including in-depth knowledge of appropriate insurance protocols
• Ability to handle stress in a fast-paced environment 

Position Details:

• Job Type/FTE: Full Time (1.0 FTE)
• Work Location: Onsite
• Shift: Days - Monday-Friday, Rotating schedule (starting as early as 6:30am or ending as late as 10:00pm (8-hour shifts)). With rotating Saturday and/or Sunday every 2-3 months.
• Unit/Department: Orland Park Admin
• CBA Code: Non-Union

We've been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We're in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you'd like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we're doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Career Opportunities

UChicago Medicine is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

As a condition of employment, all employees are required to complete a pre-employment physical, background check, drug screening, and comply with the flu vaccination requirements prior to hire. Medical and religious exemptions will be considered for flu vaccination consistent with applicable law.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits.  The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.