Concierge Coordinator

Current Employees:

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CORE JOB SUMMARY

The Concierge Coordinator liaises between referral sources, hospitals, and physicians to meet the healthcare needs of patients seeking medical care within the University of Miami Health System.

CORE JOB FUNCTIONS

Coordinates the full cycle of medical services for international or VIP patients by gathering all pertinent data from patient, referring physicians, and payers. Organizes transportation and lodging for patients transferring to or seeking services at UM facilities. Schedules appointments, registers patients, and verifies insurance coverage. Negotiates discount and bundled package pricing, and obtains letters of agreement and payments from self-pay patients and other payers within guidelines. Follows up with patients and non-contracted payers to collect funds. Serves as an after-hour contact for one week on a rotating basis. Troubleshoots any problem independently and expeditiously. Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

Bachelor's Degree in related field required

Certification and Licensing:

Not Applicable

Experience:

Minimum 1 year of relative experience required

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to maintain effective interpersonal relationships.
• Ability to understand and follow instructions.

Department Specific Functions

• Communicates with patients regarding our programs and services via phone calls using Nice In Contact phone system or e-mail.
• Facilitates membership agreement signature and payment collection for patients interested in joining UHealth Concierge program.
• Onboards new Concierge members by scheduling meet and greet meetings for patients with physicians to establish primary care provider and codes new members in Epic as well as in internal department logs for tracking purposes.
• Manages medical services for UHealth Concierge members by gathering all pertinent data and coordinating as needed.
• Serves as UHealth Concierge members liaison between clinical departments by gathering pertinent information from both parties to coordinate and provide quality patient care.
• Schedules appointments, registers UHealth Concierge members, and verifies insurance coverage.
• Communicates with UHealth Concierge members regarding estimate amounts due at point of service.
• Coordinates with UHealth Concierge members time of arrival, appointment location, and appointment instructions.
• Follows up with UHealth Concierge members on additional appointments needed, coordinates test scheduling and referrals.
• Answers multiple UHealth Concierge member requests including incoming triage calls, responding to patient questions and then documents messages in the appropriate programs such as UCHART/EPIC or Microsoft programs.
• Documents all patient interactions in department log to ensure continuity of care.
• Reviews Executive Health Inbox for inquiries and provides assistance by working with various departments to handle accordingly.
• Works cooperatively with colleagues and other departments including leadership to solve problems and enhance the smooth and efficient flow of the practice while displaying a positive attitude.
• Responsible for regular communication of the department's role to appropriate internal and external parties.
• Troubleshoots time sensitive issues and must work well under pressure independently and/or in a collaborative environment expeditiously.
• Handles Concierge membership renewal process by communicating upcoming membership expiration dates, facilitating the signature of a new agreement, and collecting payment or offboarding member should they choose not to renew.
• Blocks provider schedules as needed to ensure efficient clinical workflow.
• Communicates confidential information ensuring compliance with all regulatory guidelines (i.e., HIPAA) and University policies as appropriate.
• Adapts to changing work demands and environment. Anticipates potential problems and assists leadership in the development of contingency plans.
• Adheres to University and unit-level policies and procedures and safeguards University assets.
• Must be willing to travel/float between sites.

Education:

Bachelor's Degree in related field required

Certification and Licensing:

Not Applicable

Experience:

Minimum 1 year of relative experience required

Knowledge, Skills and Attitudes:

• Excellent customer service skills.
• Experience in working with Epic and NICE and Contact preferred.
• High level of attention to detail and organizational skills.
• High level of time management skills.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff