The Transplant Patient Concierge Representative coordinates and schedules patient appointments within the Transplant service line and is a primary point of contact for patients with initial consults/appointments, treatment plans and other related services. The Transplant Patient Concierge Representative ensures necessary clinical records are received prior to patient appointments, and effectively coordinates with both internal and external clinics, providers, and departments to facilitate care for the patient. The Patient Concierge Representative also performs office and patient access support duties, as needed.

Essential Job Statements

Serves as point of contact for patients for initial appointments, treatment plans and other related services.
Assists patients in determining appropriate clinic and specialty for appointment. May use algorithms to correctly determine timeframe and location to meet patient appointment needs.
Works directly with other departments to facilitate coordinated scheduling of appointments, as needed once preliminary appointment has been made. Interfaces with multidisciplinary and other specialty clinics. Works with Language Services to obtain interpreters for initial visits, as needed. Also communicates with referring offices and patients when patients do not show for appointment.
Reviews medical records to ensure that all documents are available to support complete and thorough evaluations. Requests and retrieves patients’ previous test information along with clinical history from outside companies/providers that will support a complete and thorough evaluation of the individual’s condition based on the service requirements.
Identifies patients that could quality for financial assistance and directs them to financial screening resources.
Provides the appropriate paperwork to the clinical designee, as needed.
Mobilizes appropriate resources for office support services, including scanning documents; facilitating initial financial deposits; mailing patients’ packets for all new patient appointments.
Efficiently utilizes existing reporting lines and channels of communication to identify and/or initiate steps to promote patient advocacy. Identifies and appropriately communicates issues that affect the delivery of patient care. Mobilizes appropriate resources to respond to the situation and attempts problem resolution, seeking assistance as needed.
May train and monitor office support staff within the Transplant service line.
Performs other duties as assigned and/or participates in special projects in order to support the mission of VCUHS and the Department. Provides assistance to team members. Accepts alternate assignments, as required.

Patient Population

Not applicable to this position.

Demonstrates the knowledge and skills necessary to provide equitable care appropriate to the age of the patients served on their assigned unit.

Employment Qualifications

Required Education:

High school graduate or equivalent

Preferred Education:

Associates or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field

Licensure/Certification Required: NA

Licensure/Certification Preferred: NA

Minimum Qualifications

Years and Type of Required Experience

Minimum of two (2) years of previous patient scheduling/ registration work experience in a healthcare setting

Other Knowledge, Skills and Abilities Required:

Strong customer service skills and patient/customer centered focus in positive manner in all situations

Cultural Responsiveness

Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Other Knowledge, Skills and Abilities Preferred:

Working Conditions

Periods of high stress and fluctuating workloads may occur.

General office environment.

May be exposed to high noise levels and bright lights.

May have periods of constant interruptions.

Prolonged periods of working alone.

Physical Requirements

Physical Demands: Lifting/ Carrying (0-50 lbs.), Lifting/ Carrying (50-100 lbs.), Push/ Pull (0-50 lbs.), Push/ Pull (50-100 lbs.), Stoop, Kneel, Squat, Balance, Bending

Work Position: Sitting, Walking, Standing

Additional Physical Requirements/ Hazards

Physical Requirements: Hear alarms/telephone/tape recorder, Repetitive arm/hand movements, Finger Dexterity

Hazards:

Mental/Sensory – Emotional  

Mental / Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking

Emotional: Fast-paced environment, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change

Days

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.

Patient Concierge Representative - Transplant - Days