Physician Concierge Specialist

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Exemption Status:

Schedule Details:

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This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Performs a variety of duties in support of the UMass Memorial Concierge Services. Provides callers with a central point of referral to the physicians and services of the UMass Memorial Healthcare System to ensure a high level of customer service and satisfaction. Schedules patients' appointments on behalf of referring providers. Supports growth and engagement of our Manage Care Network by supporting efforts of our Physician Concierge Managers. Follows up on difficult to resolve issues.

Major Responsibilities:

• Provides enhanced customers service support to physician offices in assigned territories in partnership with Physician Relations Managers.
• Ensures patient appointments are scheduled with the appropriate provider, in the right location and within an appropriate time frame.
• Escalates access and service issues to leadership to ensure customer satisfaction.
• Enhances relationships with community-based providers and their office staff to build volume and increase managed care network participation by making outbound calls.
• Provides telephone coverage for the 1-800 (Physician Concierge) line in a professional, sensitive and courteous manner to ensure the image and reputation of UMMHC is maintained and the callers' needs are

Position Qualifications:

License/Certification/Education:

Required:

• Equivalent to a High School Diploma.

Experience/Skills:

Required:

• Two to three years' experience in a physician's office or healthcare
• Demonstrated knowledge of medical terminology, medical specialties and general patterns of patient
• Requires a good working knowledge of customer relations/customer service
• Strong oral, written and interpersonal communication
• Proficient in word processing and computer software application including spreadsheets and databases.

Preferred:

• Prior Epic experience.
• Prior customer service experience in a concierge health care environment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.