Mount Sinai Careers

Medical Concierge - Full Time

New York, New York
Professional / Managerial / Administrative


Job Description

The Mount Sinai Health System

Medical Concierge

 

Background

 

Mount Sinai is one of the largest non-profit health systems in the U.S., with a strong reputation for quality of care (18th ranked academic medical center) and research/education (22nd ranked medical school). Traditions are important, but at Mount Sinai, we are looking for people to join our team who want to make healthcare better by improving the value of care for patients, purchasers, and communities.

 

To help achieve this aim, we’ve launched a new line of business of onsite and near-site health centers. With these health centers, Mount Sinai builds a primary care practice right at the employer’s worksite where traditional fee-for-service payments are replaced by a value-based alternative that enables the clinical team to provide patient-centered care.

 

We are looking for team members who:

 

·         Are comfortable “playing up” and “playing down” as needed to accomplish business objectives

·         Work productively amidst ambiguity

·         Thrive in fast-paced work environments

·         Seek to improve the status quo 

 

Role Summary

The Medical Concierge is an integral member of the health center’s multidisciplinary team. The Medical Concierge will report to the health center Practice Manager.

 

The Medical Concierge will serve as the “face” of the health center and act as a resource to patients in navigating their health care. The role combines the responsibilities of a traditional front desk staff person with those of an elite concierge. The Medical Concierge will be responsible for ensuring that each patient has an exceptional experience with the health center, leaving them with lasting positive feelings about the health center and the services received. In addition, the Medical Concierge is responsible for facilitating patient access to services and answering all questions or providing assistance to patients – before, during and between visits to the health center. The ideal candidate is an excellent communicator, team-player, who is always positive, resilient, sees the best in every situation, and is motivated to wow our patients.

 

Responsibilities

Patient Experience

·         Act as the single-point-of-contact for health center patients whether in person, email or phone, assisting patients with all inquiries

·         Address and resolve patient concerns and complaints with the highest level of hospitality and professionalism, accommodating special requests whenever possible

·         Educate and answer patient questions related to the health center, the Mount Sinai Health System, health  insurance and wellness programs

·         Maintain good relationships with patients and the health center team

·         Foster an atmosphere of warmth and professionalism 

 

Front Desk Responsibilities

·         Lead check in and check out process for every patient, updating demographic & insurance information, scheduling follow-up appointments, connecting patients to wellness programs, provide patients with necessary forms and handle any health insurance related matters

·         Answer phones on behalf of the health center team and coordinate inquiries with appropriate team members

Assist patients with getting ready for physical therapy visits, including providing available workout clothes

Physical Therapist Support

·         Clean and maintain physical therapy space and equipment; assist therapist in gathering needed supplies and equipment for each visit

·         Process paperwork for therapists, including referrals, intake forms and authorizations

·         Drop off dirty laundry and put away clean laundry on an as needed basis

 

Scheduling / Care Navigation

·         Assist patients with scheduling appointments at the health center and the practices within the Mount Sinai Health System

·         Assist health center team with pre-visit planning and following up with patients between visits, calling patients to remind them of their appointment, answer questions about upcoming appointments, coordinate referrals and check insurance eligibility

·         Educate patients on the services available at the health center and Mount Sinai Health System

·         Educate patients on their health benefits and wellness options

 

Other Responsibilities

·         Assist in marketing and promotion of the health center and its various services

·         Maintain an expert understanding of the employer and their employee population

·         Maintain an expert understanding of the available health insurance benefits and wellness programs

·         View roadblocks as an opportunity to improve a process and make your team’s work more efficient

·         Lead and participate in process improvement activities that improve overall patient satisfaction

·         Support the health center team in improving processes, identifying efficiencies and maintaining a safe environment

·         Abides by the health center’s service framework

·         Other relevant duties as assigned