Telephone Concierge Patient Services Coordinator (Bilingual Required) (Las Vegas)

WHAT IT TAKES TO BE PART OF OUR TEAM

Are you an exceptional Telephone Concierge who absolutely thrives on being part of an accountable team? Can you dedicate yourself to being part of a team serving the needs of children and their families? Do you bring the highest standards of integrity and professionalism to your team? Do you thrive in an environment where you are valued and appreciated for who you are, how hard you work and for that something special you bring to the teams you choose to work with? Are you looking for an organization that offers competitive compensation and one of the broadest and most comprehensive benefit packages available in the field of healthcare?

This is a role that requires a multi-disciplinary team approach to solving problems and patient challenges. "That's not my job" or "someone else can do it" is not in our team vocabulary because we are here to be of support to each other. The primary goal is to bring the best patient care and experience for our area's children.

SUMMARY:

The Telephone Concierge is a liaison between the patients/parents and the healthcare system/facility. They are responsible for the day-to-day operations and customer service relations organization wide, including; answering the phones quickly in a warm, welcoming, and professional manner, taking detailed phone messages, and transferring calls properly. The Telephone Concierge will also be checking the general voice mailbox multiple times throughout the day and returning calls to parents/patients. The Telephone Concierge is responsible for the coordination of services required to get patients through our facility in an efficient manner.

The purpose of the Telephone Concierge is to act as an Ambassador for the organization. The Telephone Concierge is often the first person our patients/parents will interact with during times of stress via a phone call, and as such it is imperative that the incumbent understands how to interact professionally to work towards getting patient care needs met. The incumbent also needs to understand the manner in which it is expected that they comport themselves while getting the job done. All actions and behaviors of the Telephone Concierge must positively reflect what the organization stands for and they must be able to communicate this well to all of our constituents.

This position must hold the highest of professional standards in customer service and demonstrate exceptional phone etiquette at all times. When not on the phone the incumbent will also work on consistently and accurately completing complex patient appointment scheduling to include infusion and procedures. The Telephone Concierge will also participate in the collection of Patient Satisfaction surveys.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Telephone Concierge duties typically include but are not limited to the following:

a) Complex patient appointment scheduling; including infusion and procedure schedules.
b) Quickly and professionally, answer telephones: taking complete and accurate messages per organizational guidelines, and /or transferring and routing calls properly.
c) Reviewing after hours? phone log/voice mailbox on a regular basis several times throughout the day; including seeing that all messages are addressed and parents/patients are notified of any delays.
d) Maintaining a friendly and helpful environment for all patients and parents by demonstrating the highest of customer service expectations.
e) Participating with the collection of Patient Satisfaction Surveys, and continually working towards improved patient/parent satisfaction.
f) Rapid Response involvement as assigned.
g) Keeping the front office/waiting room clean and organized in conjunction with Patient Services Coordinators.
h) Updating and filing patient medical records, both electronic and paper files.
i) Handling correspondence, including incoming faxes and emails.
j) Notifying providers if patients are late, schedule and reschedule appointments/procedures and infusions as needed.
k) Locating and scanning documents as required.
l) Calling to confirm next day appointments.
m) Allscripts/EHR navigation in order to provide outstanding customer services to parents/patients via the phone or face-to-face while in the waiting room.
n) Following all required Infection Control initiatives by maintaining a clean and safe working environment.
o) Maintaining proper personnel conduct and confidentiality of patients, staff and physician information.
p) Assisting with training of new staff on scheduling, professionalism, message taking, and customer service excellence per organizational expectations and performing other administrative duties as directed.
q) Assisting Patient Services Coordinators when available.

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