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MEMBER CONCIERGE/FRONT OFFICE - ALISO VIEJO CONCIERGE (Aliso Viejo, CA, US)

Company: Hoag Memorial Hospital Presbyterian
Location: Aliso Viejo
Posted on: June 6, 2021

Job Description:

Job Summary:

The Member concierge is the face of the practice and works cooperatively with the practice team to deliver five-star care to our patients. S/he ensures that every interaction between the patient and practice reflects the values of Hoag Concierge Medicine's excellent service. S/he owns the patient experience during their interaction and is responsible for creating a positive first impression for the patient. In order to be successful in this role, you will need to have a deep understanding of the sales process and dynamics, and also superb interpersonal skills. Previous experience in a sales role is an advantage. The Member concierge anticipates and understands the needs of the patients, and coordinates with the Hoag Concierge Medicine medical team to go above and beyond expectations. Individuals successful in this role will have opportunities for advancement in the organization.

Responsibilities:

  • Own the Patient Experience
  • Create a positive and pristine environment that is welcoming to our patients; ensure all public areas of the practice (lobby, halls, bathrooms, etc.) are clean, accommodating, and comfortable
  • Proactively greet every patients, addressing them by name and introducing them to other team members as appropriate
  • Become familiar with regular patients, along with their personal details and needs in order to build a strong and warm relationship with them
  • Engage with the patients to address any requests or concerns; fulfill or resolve immediate needs, and ensure follow-through of those that require additional steps or resources
  • Field and qualify inbound telephone calls from prospective patients
  • Greet all walk-in prospects

  • Business Development
  • Attend to all online inquiries
  • Assist in family add-ons and customer referrals
  • Follow up with patients who have not enrolled in the program.
  • Provide daily updates to the physician and staff regarding in-office sales activity
  • Send daily reports of patient sales activities
  • Schedule and provide facility tours and make presentations to prospects
  • Communicate to Physicians and Exercise Physiologists regarding site-tour appointments
  • Review benefits with prospects

  • Manage the Practice Calendar
  • Ensure the calendar is appropriately updated to include all meetings and other events that impact scheduling of patients for appointments
  • Ensure appointments are made using practice guidelines and best practices; address any scheduling issues with practice team members for swift resolution; proactively review future dates to identify such issues
  • Ensure patients are reminded of appointments (appointment confirmations)
  • Work with physicians and team members in cases when a patient requests an appointment that cannot be readily/easily accommodated

  • Manage Patient Data in an Electronic Medical Records and Customer Relationship Management Systems
  • Ensure patient demographic data is correct and updated in the EMR and CRM systems
  • Send patient surveys to patients who have completed their annual physical
  • Send birthday/holiday/anniversary cards

  • General Business Duties
  • Ensure non-medical supplies are continuously stocked and available
  • Distribute incoming mail and faxes
  • Field incoming phone calls; assist caller with requests/concerns or connect caller to the appropriate team member for further assistance

Qualifications:

  • This position is multi-faceted. It is a combination of sales, education, and customer service.
  • Candidate must have sales experience, be an excellent listener, and possess strong verbal and written communication skills that reflect their persuasive selling style. They must be self-directed and highly motivated, with the ability to analyze and adapt to ever-changing situations. The patient liaison must be able to think on their feet and adapt the marketing message to reflect the needs of the patient.
  • Additionally, candidates must be computer literate with an intermediate to advanced proficiency in Microsoft Word and Excel. They should present themselves well in a professional environment, should not have travel restrictions, and must be committed for the entire conversion period.
  • Preferred work experience includes sales, clinical experience, high-end hospitality, or professional customer service

Keywords: Hoag Memorial Hospital Presbyterian, Aliso Viejo , MEMBER CONCIERGE/FRONT OFFICE - ALISO VIEJO CONCIERGE (Aliso Viejo, CA, US), Other , Aliso Viejo, California

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