Patient Concierge

Pinnacle Fertility is the nation's fastest-growing physician-centric fertility care platform, supporting more than 25 high-performing fertility clinics and comprehensive fertility service providers nationwide. Under a united mission of fulfilling dreams by building families, Pinnacle clinics offer innovative technology and processes, compassionate patient care, and comprehensive fertility treatment services, ensuring families receive a high-touch experience on their path to parenthood.

The Patient Concierge is an ideal opportunity for those seeking to be an integral part of a fertility patient’s journey towards becoming a parent. If you are customer service-minded, compassionate, and enjoy a fast-paced environment with a variety of duties, then this is the role for you. The Patient Concierge position at Pinnacle will allow you to engage with the patient throughout their journey while working closely with a multidisciplinary team to provide excellent patient care.

We are seeking a Patient Concierge to join our dedicated team at Institute for Human Reproduction. This is a full-time position, working 40 hours a week from Monday to Friday 6:00 AM - 2:30 PM schedule.

RESPONSIBILITIES

• Greets patients with a pleasant disposition. Making a positive impression with all patients upon arrival. Communicates with a ‘smile’ and a courteous manner.
• Requires the ability to multitask and move around the clinical office.
• Check in and outpatients manually and via the current Practice Management system (nAble).
• Collecting Co-pays, Co-insurance, and any funds owed to IHR. Recording any monies collected into the current Practice Management system (nAble) for the billing department.
• Cooperating with the Billing Team on minor patient financial issues. Reviewing patient accounts for any minor issues.
• Providing IHR telephone triage. Knowing when to escalate and/or forward patient concerns to the proper personnel. Initially handling and/or directing patient questions and concerns and/or forwarding them to the proper personnel.
• Coordinating patient and physician schedules by creating, adjusting, and canceling appointments according to patient needs and IHR policies. Perform patient scheduling services for Acupuncture patients, Donor patients, Gestational Carrier patients, New Patient Appointments, Returning Patient Appointments, Semen Analyses, Web Appointments, etc.
• Gathering patient demographics and health insurance information and recording it in the current Practice Management system (nAble).
• Process and track Medical Records requests for insurance companies, legal entities, outside clinics, and patient requests in a timely fashion (within the 30-day timeframe).
• Maintaining an organized filing system for Medical Records requests incoming or outgoing.
• Check the IHR Front Desk emails for scheduling, medical records requests, patient issues, Global Referrals, and any actionable correspondence to be performed.
• Create and send out all Obstetrical Exit and Referral letters to patients for their Obstetrical Close Out.
• Coordinate with the Billing Team for proper diagnosis and procedural coding for daily labs and services provided, if needed.
• Monitors the processing of assigned daily activities and keeps the Office Manager/or Practice Administrator advised on necessary adjustments to workflow when indicated.
• Perform duties as required by the Front-End Patient Concierge Supervisor, Director of Finance, and Practice Administrator.

POSITION REQUIREMENTS

• High school degree
• A minimum of two or more years related experience in physician billing with particular emphasis on charge entry or an equivalent combination of education and experience.
• Ability to use Microsoft Office Suite software proficiently.
• Must be competent with basic computer operating skills.
• Must have the ability to utilize the internet and basic typing skills of 45+ WPM.

COMPENSATION & BENEFITS
$19.00 - $23.00 hourly

The compensation range for this position is between $19.00 and $23.00 per hour. Final compensation offers will be determined based on factors such as years of experience, skills, and qualifications. In addition to competitive compensation, we offer a comprehensive benefits package, including healthcare, dental, life, and vision insurance. Other benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.

DIVERSITY & INCLUSIVITY

At our company, we serve everyone, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we acknowledge and value the diversity of our patients, we also actively celebrate diversity within our organization. We are an equal-opportunity employer, and we are committed to a safe and inclusive work environment for all. We recognize that diversity among our team allows us to not only more effectively serve our patients, but also to advance innovation and opportunity within our field. We encourage qualified applicants of every background, ability, and life experience to apply to our employment opportunities.