Job Description

The Clinical Concierge is responsible for registering, collecting payments, rooming, assisting the provider with care and treatment, discharging, and following-up with patients. It is the role of the Clinical Concierge to companion patients and their "secondary guests" through the entire experience to maximize clinical excellence, reduce treatment times, and maximize the patient experience; before, during, and after the patient visit. The Clinical Concierge is responsible for assisting the provider with front office and back office duties in the outpatient management of patients on a rotating basis. This position is a vital part of the office team that cares for patients in the clinical setting working under the direction of the Site Manager and the on-duty provider and works closely with the provider and other clinical staff. Additionally, the Clinical Concierge is responsible for a variety of clinical functions within a clinical setting requiring knowledge and integration of available standard, resources, and data; discretion; good judgment; diplomacy; decision making; and a customer service attitude. Acting as the patient advocate, the Clinical Concierge has continuous contact with providers, patients, patient families/significant others, community agencies, and patient care staff and management.

This is not an exhaustive statement of duties, responsibilities, or requirements. Employees will be required to perform any job, with related instruction given by their supervisor, subject to reasonable accommodation.

• Behaves in a professional and empathetic manner to build trust, comfort, understanding, and relationships with patients and the secondary guest(s) and in-line with Studer principles. Welcomes (including eye contact, smile, greeting, and personal introduction) the patient and secondary guest(s) to the center and inquires the purpose and nature of the visit.
• Collects identification and payor related documentation, conducts patient registration, and performs point of service collection.
• Measures and collects patient data including temperature, pulse, oxygen saturation, respirations, blood pressure, height, weight, and, in indicated pediatric patients, length and head circumference. Conducts hearing and vision screenings. Communicates the data and results to the patient. Documents all data accurately into the patient medical record.
• Collects and documents in the patient medical record patient reason for visit and chief complaint, allergies, health history, and current medications for review by provider.
• Completes, when appropriate, standard operating procedures (convenience and clinical) to optimize patient comfort and through-put.
• Prepares patients for examinations and procedures. Assists provider with patient care. At the direction and delegation of the provider, performs approved lab tests and diagnostic testing, prepares and administers designated medications (oral, subcutaneous, intradermal, intamuscular), instills eye drops, and applies topical medications.
• Organizes, schedules, completes, and communicates primary care, specialist and ancillary referrals to patients.
• Maintain patient care supplies and medications, and quality checks and assurances throughout the facility.

All job qualifications listed indicate the minimum level necessary to perform this job proficiently.

LEVEL OF EDUCATION

Minimum:

• Successful completion of a Vocational Nurse or Medical Assistant education program or 2 years of equivalent work experience

CERTIFICATIONS, LICENSES, REGISTRATIONS

Minimum:

• California licensure as a Licensed Vocational Nurse (LVN) or Medical Assistant certification, and American Heart Association (AHA) Basic Life Support (BLS) for Health Care Providers.

TECHNICAL REQUIREMENTS

Minimum:

• Knowledge of urgent care medical specialty. Knowledge of medical terminology. Knowledge of electronic medical record, preferably Epic. Basic computer/email skills.

Preferred:

• Ability to perform phlebotomy and administer injections.

YEARS OF RELATED WORK EXPERIENCE

Preferred:

• 1 year of experience as an LVN, medical assistant, or equivalent, including previous experience with an electronic health record and phlebotomy.

KNOWLEDGE, SKILLS, and ABILITIES

All knowledge, skills, and abilities listed indicate the minimum level deemed necessary to perform this job proficiently.

• Ability to maintain effective and organized systems to ensure timely patient flow.
• Exceptional customer service and phone etiquette.
• Skilled in correct grammar, spelling, and punctuation.

Cottage Health is a leading acute care hospital system, located on the central coast of California, widely known for our superior patient care, innovation, medical research and education. Our health system operates primarily in Santa Barbara, CA, since 1888, and consists of three acute care hospitals, a Rehabilitation Hospital, multiple clinics and a multi-site Urgent Care system. Our mission is to serve the central coast communities with excellence, integrity, and compassion. Every day we touch thousands of lives in many different ways, resolute in our mission to put patients first. We take pride in helping our patients get back to living their lives - in the places they love.

*Pay for non-physician positions is determined based on related years of experience and internal equity. Eligible employees may also receive additional forms of compensation, including shift differentials, on-call pay, incentive pay, and bonus opportunities, where applicable. Manager and above positions may participate in Cottage Health’s annual management incentive program. Physician compensation is determined based upon specialty and may include bonus potential. For more information on our comprehensive Total Rewards offerings, please visit https://cottagehealth.org/careers/total-rewards.

If you're already a Cottage Health employee, please apply on this link only.