Patient Concierge Representative Senior - Liver Transplant

The Patient Concierge Representative Senior (PCR Sr.) is responsible for providing direction, education, and leadership to the Patient Concierge Representatives (PCR) employed by the Solid Organ Transplant Program. The PCR Sr. manifests a high level of knowledge of all aspects of the transplant process and can assist members of the transplant team to expedite scheduling services for the patient. The PCR Sr. identifies opportunities for process improvement, efficiency gains, and service enhancements to optimize the patient experience and escalate appropriately to the manager or supervisor.

Essential Job Statements 

The PCR Sr. leads the PCR team: 

• Coordinating and scheduling appointments 

• Serves as point of contact for patients for initial appointments, treatment plans for multiple locations and services including (but not limited to) requesting and then scanning medical records into EMR, triaging patient calls, obtaining prior authorizations as required, cancels/reschedules appointments. 

• Ensures patients of all ages, their families, visitors, medical staff, clinicians, and co-workers are treated with courtesy and respect by the PCR team. 

• Participates in the orientation of new team members. 

• Assures appropriate coverage for all PCR duties. 

• Provides input and feedback to the transplant service managers for PCR yearly evaluations. 

• Role models patient advocacy 

• Demonstrates expertise with work queues and workflows. 

• Promotes teamwork through effective communication. 

• Fosters a positive and inclusive team culture that promotes teamwork through effective collaboration and mutual respect. 

• Ensures adherence to organizational policies, procedures, and values. 

• Performs other related duties as required and assigned.

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 

Five (5) years’ work experience with medical insurance, HMO, managed care, Epic order entry; appointment scheduling and medical terminology  

Other Knowledge, Skills and Abilities Required: 

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 

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