St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Patient Concierge is responsible for serving as a passionate patient advocate who creates a unique and exceptional patient experience and drives a patient-centric culture while facilitating practice-based administrative and patient support services.

JOB DUTIES AND RESPONSIBILITIES:

• Engages patients in a polite, prompt, and compassionate manner during all practice-based patient interactions.

• Performs clerical service delivery functions with patients, including check-in, patient consent, check-out, pre-registration and real-time eligibility verification, registration, MyChart education, appointment/testing scheduling (as applicable) at check-out, point of service payment collection, and addressing patient inquiries (e.g., form and medical record requests).

• Delivers waiting room concierge service and provide hands-on support to patients utilizing the kiosk check-in process.

• Facilitates practice opening and closing procedures, maintenance of practice cleanliness, processing of incoming mail and deliveries, cash management and reconciliation, and prompt scanning and indexing incoming faxes.

• Supports other practice-based team members by promptly addressing in-basket clerical pool messages.

• Partners with Access Center Patient Engagement Partners to address time-sensitive scheduling requests.

• Promptly facilitates connection from Access Center Clinical Triage Specialists to practice-based care team members for time sensitive clinical inquiries.

• Maintains solution-oriented/creative mindset to effectively anticipate and tend to patient needs by partnering with other organizational team members/departments.

• Other duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

Requires sitting, standing and walking for extended periods of time (up to 8 hours at time). Requires continual use of fingers for patient care, writing and computer entry. Routinely uses upper extremities; occasional requirement to lift up to 25 pounds. Occasionally push carts with supplies up to 30 pounds. Occasionally push wheelchairs with patients weighing up to 325 pounds. Regularly requires ability to stoop, bend and reach above shoulder level. Requires ability to hear normal conversation and good general, near and peripheral vision.

EDUCATION:

High School graduate or equivalent required.

Preference given to graduates of administrative training programs.

TRAINING AND EXPERIENCE:

Competencies required:

• Excellent communication, facilitation, and presentation skills

• Focused on compliance

• Demonstrates continuous growth

• Quality-driven

• Service-oriented

• Excels at time management

• Ability to communicate to patients concisely and clearly

• Ability to listen, express compassion and empathy, and communicate with a patient centric mindset

Minimum one year practice-based experience or in a similar healthcare setting preferred.

Customer Service experience preferred.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer. (http://www.slhn.org/EOE)

Founded in 1872, St. Luke’s University Health Network (http://www.slhn.org/) (SLUHN) is a fully integrated, regional, non-profit network of more than 20,000 employees providing services at 15 campuses and 300+ outpatient sites. With annual net revenue of $3.5 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital.

SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Fortune/Merative 11 times total and eight years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY. In 2021, St. Luke’s was identified as one of the 15 Top Health Systems nationally.

SLUHN has been named a Top Workplaces 2023 by the Morning Call. In addition, St. Luke’s has been named a Top Workplace nationally, in the Philadelphia region, and in New Jersey. St. Luke’s is the ONLY healthcare institution in Pennsylvania and the third-highest ranked healthcare entity in the nation to be deemed a Top Workplace in 2023. In 2023, St. Luke’s was named one of America’s Best Employers for Women by Forbes. St. Luke’s was the only employer in the Lehigh Valley to be named to the list and was one of only two healthcare employers in Pennsylvania to receive the designation. St. Luke’s University Health Network is the top-ranked Lehigh Valley-based employer in Forbes Magazine’s ranking of employers in Pennsylvania.

Learn More Here. (http://www.slhn.org/About)