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Job Description:

The Clinical Concierge is responsible for registering, collecting payments, rooming, assisting the provider with care and treatment, discharging, and following-up with patients. It is the role of the Clinical Concierge to companion patients and their “secondary guests” through the entire experience to maximize clinical excellence, reduce treatment times, and maximize the patient experience; before, during, and after the patient visit. The Clinical Concierge is responsible for assisting the provider with front office and back office duties in the outpatient management of patients on a rotating basis. This position is a vital part of the office team that cares for patients in the clinic setting working under the direction of the Clinic Manager and the on-duty provider and works closely with the provider and other clinical staff. Additionally, the Clinical Concierge is responsible for a variety of clinical functions within a clinic setting requiring knowledge and integration of available standards, resources, and data; discretion; good judgment; diplomacy; decision making; and a customer service attitude. Acting as the patient advocate, the Clinical Concierge has continuous contact with providers, patients, patient families/significant others, community agencies, and patient care staff and management.

Responsibilities

• Behaves in a professional and empathetic manner to build trust, comfort, understanding, and relationships with patients and the secondary guest(s) and in-line with Studer Principles

• Welcomes (including eye contact, smile, greeting, and personal introduction) the patient and secondary guest(s) to the center and inquires the purpose and nature of the visit

• Collects identification and payor related documentation, conducts patient registration, and performs point of service collection

• Measures and collects patient data including temperature, pulse, oxygen saturation, respirations, blood pressure, height, weight, and, in indicated pediatric patients, length and head circumference. Conducts hearing and vision screenings. Communicates the data and results to the patient

• Documents all data accurately into the patient medical record

• Collects and documents in the patient medical record patient reason for visit and chief complaint, allergies, health history, and current medications for review by provider

• Completes, when appropriate, standard operating procedures (convenience and clinical) to optimize patient comfort and through-put

• Prepares patients for examinations and procedures. Assists provider with patient care. At the direction and delegation of the provider, performs approved lab tests and diagnostic testing, prepares and administers designated medications (oral, subcutaneous, intradermal, intramuscular), instills eye drops, and applies topical medications.

• Organizes, schedules, completes, and communicates primary care, specialist, and ancillary referrals to patients

• Maintain patient care supplies and medications, and quality checks and assurances throughout the facility.

• Feels personal ownership in providing excellent care and patient experience as a team through highly choreographed standard work; never satisfied with reaching measured goals, but strives to continually improve. Identifies and participates in process improvement and problem solving in the work to decrease defects/barriers, enhance patient satisfaction and experience, and reduce waste and/or cost.

Experience/Skill Set

• 1 year experience as an LVN required

• Family practice or Urgent care experience preferred

• Knowledge of urgent care medical specialty required

• Knowledge of medical terminology required

• Excellent written and verbal communication required

• Exceptional customer service and phone etiquette required

• Ability to maintain effective and organized systems to ensure timely patient flow required

• Ability to project a positive, warm, friendly and healing attitude to the patients of the community is required

• Ability to perform phlebotomy and administer injections required

• Experience electronic health record preferred

• Ability to effectively communicate in Spanish preferred

Education

• High School Diploma/GED required

• Successful Completion of an LVN Program required

Licensure

• LVN licensed in CA

• American Heart Association Healthcare Provider BLS certification required

About Us

We are on a mission to bring Modern Urgent care to Monterey County. Our goal is to provide the finest-quality services to advance highly reliable, evidence-based healthcare in Monterey and surrounding counties, resulting in a vibrant, engaged, healthy population and an aligned medical provider community. Our Employees are an important part of this process because their work directly influences our success and the health of our community.

Equal Opportunity Employer

#LI-CF1

Assigned Work Hours:

Varied shifts open 7 days a week; primarily 12 hours shifts.

Position Type: