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SalaryPosition Summary
The Concierge Representative is an essential member of the WEI team. As a member of the Business Development team, the Concierge Representative will work closely with the Business Development Reps & referring physicians and optometric partners to manage patient referrals effectively and efficiently into the practice. This role is responsible for providing excellent customer service and support to all Woolfson Eye patients, referring doctors and team members. This employee will work alongside the business development team to foster and grow lasting, quality relationships with our partnering physicians and optometrists.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Tracks and monitors the progress of referrals
- Independently answers inbound calls from referring physicians to schedule patients for services in a timely and efficient manner
- Represents Woolfson Eye professionally while exhibiting a pleasant and helpful attitude with referring doctors and team members
- Provides concierge level service which is both knowledgeable and caring
- Acts as a liaison between internal clinical staff and partnering physicians
- Coordinates care with the practices to track and ensure communication is clear between Woolfson Eye Institute and referring physicians
- Processes referrals (online, fax, phone or other) with the intention of contacting the referred patient by close of business the day the referral is received
- Tracks and manages the list of referred patients, updates as the patient moves along in the appointment process
- Provides feedback to Business Development Manager and BD team to ensure breakdowns are managed swiftly and promptly
- Verifies patient information and clinical location on all calls
- Works closely with the sales team to aid in the referral and/or customer service process
- Enter all patients into EHR and referral tracking system and properly identify patient lead source as co-managed or referred
- Assist with entering referring partners into CRM system as needed
- Assist with lead and referral tracking as needed
- Maintains a working knowledge of all Woolfson Eye Institute services and practices
- Maintains a clean and orderly workspace
- Maintains a solid track record of punctual and reliable attendance
- Other duties assigned
- High School Diploma or GED required
- Minimum 0-2 years’ experience with patient facing interaction preferred
- Exceptional customer service phone skills are required
- Call center experience highly desirable
- Experience working with practice management software preferred
- Basic Knowledge of Health Care
- Basic computer skills
- Excellent customer service skills with a strong ability to assist customers via phone and written communication
- Ability to professionally interface with patients, physicians, and clinical staff while balancing multiple priorities
- Proves to be a trustworthy and reliable team member while maintaining a positive attitude each day
- The ability to interact with, support, and influence positively the behavior and activities of patients, physicians, and team members
