Patient Concierge Float, Orland Park Job Listing at UChicago Medicine in Chicago, IL (Job ID 2024-68510)

Description

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)
• Shift: Days – Start as early as 6:30am and end as late as 9:30pm (8-hour shifts) w/ rotating Saturday and/or Sunday every 2-3 months
• Unit/Department: Multispecialty/Float
• CBA Code: Non-Union

Must comply with UCMC's COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.