Concierge - Value Based Medicine
General Job Summary:
The Concierge identifies, tracks and monitors patients for Value Based Medicine (VBM) program success and compliance, supporting clinical team members through collaborative and team-based efforts. Facilitate patient’s access to care, including referral coordination and identification of social determinants of health among many other areas of need. The Concierge collaborates with the patient, their support system, and the PCP to ensure the patient has access to appropriate and timely care and care plan support. This position will be primarily phone based.(This is a full time position, Monday to Friday 8 am to 5 pm. This position will be based at our MSO office in Southpark).
Primary Job Responsibilities/Tasks may include, but not limited to:
- Patient Enrollment – Identify and enroll patients into appropriate value-based medicine programs.
- Patient Outreach – Provide member engagement and support through proactive outreach.
- Healthcare Navigation – Carry out care coordination and healthcare system navigation.
Key responsibilities include:
- Facilitate telephonic onboarding and intake of patients into care programs such as Chronic Care Management (CCM) and Transitional Care Management (TCM).
- Schedule patient for CCM visits, TCM visits, wellness visits and any other needed interval care.
- Outreach to patients for quality care gap closure.
- Direct incoming patient contacts to appropriate service levels and care team members.
- Verifies all patient demographic and insurance information in E.H.R. is correct and resolve errors if applicable.
- Carry out referrals and other non-clinical care coordination activities.
- Support patient outcomes through activities such as survey initiation, interaction, and follow-up, in addition to individual patient outreach as assigned.
- Serves as the first point of response and ensures resolution of each patient’s concerns by directly addressing the issues or, if needed, escalating the issue to a point of resolution in a timely manner.
- Acts and communicates in a professional manner and with a sense of urgency, appropriate for the healthcare setting.
- Provide detailed documentation for patient activities, orders, and referrals.
- Other duties as assigned.
Requirements:
Education:
- High school diploma or equivalent; Associates degree preferred or combined relevant experience.
Experience:
- Minimum of one-year medical office or healthcare facility experience preferred.
- Working experience with processing physician referrals and orders and with the insurance pre-certification process.
- Experience serving customers over the phone.
Physical Requirements:
- Work may consistently require walking, standing, sitting, lifting, reaching, stooping, bending, pushing and pulling.
- Must be able to lift and support weight of 35 pounds
- Ability to concentrate on details.
- Use of computer for long periods of time.
- Must be able to speak and articulate clearly.
