Lead Patient Representative and Concierge

Description

Join our amazing team at The Steadman Clinic, and be an integral part of a cutting-edge organization that is amongst the best in the world at what they do. This is an excellent entry-level opportunity in health care to explore amazing career opportunities with world-class organization in an amazing facility. Pitkin County, Colorado is one of our nation's iconic mountain destinations, and highly desirable spot to live if you love the outdoors. This position is eligible for our excellent benefit packages and perks (including a wellness benefit you can use for your ski pass!), and strong work-life harmony.

The Front Desk Lead and Concierge will lead the front desk staff and execute the concierge duties for the Aspen and Basalt offices (Roaring Fork Valley office locations). As the lead, they  will work directly to assist administering the Basalt and Aspen front desk staff. This position encompasses all the duties of the patient representative and concierge. This lead position provides support to all front desk employees, implements and enforces The Steadman Clinic standards of excellence in all areas supervised. This position includes duties which facilitate the work of the physicians and clinical staff. As the concierge they are responsible for providing proactive assistance to patients by providing recommendations for accommodation, transport, and home care services, or any service in which the patient shows interest. They will assist patients with all aspects of their clinic or surgical visit with the goal of providing world-class patient experiences. This role will maintain relationships with vendors in the area, must be active in the community, and have a good understanding of the local area and all that is on offer. 

The Front Desk Lead uses initiative in carrying out recurring assignments independently without specific instruction, but refers escalations, problems and unfamiliar situations not covered by instruction to Front office manager, Patient Experience Manager, (or other entity) for assistance. 

Location: Basalt and Aspen, CO (will be in both locations regularly)

Classification: full time, year round; non-exempt, eligible for benefits

Compensation: $26 - $28/hour DOE - compensation offers will be based upon health care, hospitality, or applicable customer service experience.

Start Date: Summer 2024 - Applications for this position will be accepted until 30 days from the posting date. If the position is not filled during this time, the application window will be extended. Candidates who are selected to move through the interviewing process will be contacted directly.

Primary Job Responsibilities:

•  Ability to execute the Front Desk Patient Representative role at a high level, independently including all required tasks for the role.
• Ability to execute the Patient Experience Concierge duties at a high level, independently including all required tasks for the role. 
• Provide guidance and direction to our patient representative employees, including performance and brand standards.
• Assist with developing the schedule for front office staff and addressing staffing changes to make sure positions are covered when employees are out sick, on vacation or have terminated employment. Including assisting with coverage, and changes, that may occur “day of”. 
• Communicate and make recommendations to the Front Office Manager & Clinic Director concerning personnel matters.
• Assisting front desk staff members with tasks to ensure high level of completeness and correctness. Communicating performance concerns with Front Office Manager when necessary.
• Maintain positive and friendly attitude with all employees and patients.
• Must have a strong ability to solve issues on the spot, use resources available to them, and continue pro-active resolution with empathy through any circumstance.
• Demonstrates knowledge and understanding of patient privacy rights. 
• Maintains confidentiality of all medical, financial, or other sensitive materials and information in printed, electronic, or verbal form which may jeopardize the privacy of patients.
• Assist Front Office Manager with hiring and training front desk staff as necessary.
• Assist with front office training practices, including suggestions for improvement.
• Connect with clinical team members as the liaison with clinical staff and the patient representative function. 
• Handle difficult patients/patient complaints with professionalism.
• Assist, as necessary, with any front office needs and needs of facility maintenance.
• Respond to billing office requests for corrections. Ensure staff balance batches and collections as applicable. 
• Periodically review front