Position Summary

Act as a Care Concierge Lead for all patient needs and be the liaison between the patient and providers/staff. Oversee the patient workflow and ensure that all patient needs are met with the highest level of customer service. This position collaborates with a multi-disciplinary team to assure the highest quality care while focused on the physiological, psychosocial and safety needs of each patient and their families. This is a high touch position that requires providers to be engaged with the patient population on a constant basis.

Essential Job Functions

• Communicate effectively with employer group representatives to provide health center information. Ability to communicate actions back to supervisors and corporate staff on employer level communication habits.
• Work in conjunction with Care Coordinator to ensure efficient enrollment in employer group benefits and programs.
• Exudes customer service and courtesy to every patient.
• Assist patients with all needs while they are in the health center, including scheduling conflicts, appointments made outside of the health center, transportation needs and operational questions and concerns.
• Continual monitoring of appointment scheduling and changing appointments, when necessary, by the patient or staff while adhering to contracted employer group policies and procedures.
• Assist medical assistants in scheduling and coordinating patient appointments and outside referrals.
• Ability to process and handle confidential information with discretion.
• Coordinate with providers and staff to maintain day-to-day operations and health center flow.
• Act as a resource for continual development and monitoring of health center activities that improve patient flow, outcomes, increase utilization, and enhance clinical efficacy.
• Takes appropriate action to maintain a safe and aesthetic environment.
• Perform other tasks as directed by physicians and other providers. Work collaboratively with the team assigned to the employer group to deliver optimum care and coverage for contracted services.
• Ensure that all patients are able to access and complete the patient survey at the end of each visit.
• Supply each patient with any follow-up information they may require as well as ensuring that follow-up appointments are created for the health center as well as any community providers.
• Oversee general workflow in the health center by alerting and supporting all staff and ensure efficient workflow.
• Act as lead for Medical Assistant Staff.
• Back up for health center greeter when patient overflow is experienced or absence.
• Participate in client sponsored trainings from time to time.
• Adheres to all policies and procedures.
• Able to rotate weekends, holidays, and shifts and center location according to health center needs.
• Perform other duties as assigned or required.

Required Education and Experience

• High School Graduate or equivalent
• One (1) year of medical assistant experience required.
• Medical Assistant and BLS certification.
• Phlebotomy certification.
• 3+ years experience in customer service and the medical field
• 1+ years in the medical field and basic understanding of clinical work flow
• Knowledge of referral policies/procedures and health insurance plans
• Bilingual English/ Spanish
• Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience.
• Proficient software computer skills to include WORD, EXCEL and other Microsoft Office programs

Preferred Education and Experience

• Bilingual (English/Spanish)
• Phlebotomy certification.
• CPR certified
• Relevant or any other job-related vocational coursework.