Job Information

VCU Health System Patient Concierge Rep in Richmond, Virginia


  • The chief objective of this position:

  • Coordinate and schedule appointments and be a primary point of contact for patients with initial consults/appointments, treatment plans (i.e. infusion, outpatient diagnostic services) for multiple locations and multiple services to include the following:

  • Reviews whether medical records are received, appointment lists or scanned documents are in order to ensure that all documents are available to support complete and thorough evaluation.

  • Interfaces with nursing staff regarding appropriateness of appointment and obtains preauthorization as required.

  • Monitors patient cancellations for appointments, processes cancellations in a timely manner, and where appropriate, utilizes wait lists to offer improved access to the clinics for new and established patients.

  • Provides quality customer service to patients of all ages, their families, visitors, medical staff, clinicians and co-workers, ensuring that everyone will be treated courteously, quickly and with respect.

  • Schedules or reschedules initial consults/appointments, as appropriate, for multiple locations.

  • Performs all aspects of the Patient Access Rep position, as needed.

  • Licensure, Certification, or Registration Requirements for Hire:

  • N/A

  • Licensure, Certification, or Registration Requirements for continued employment:

  • N/A

  • Experience REQUIRED:

  • Minimum of two (2) years of previous patient scheduling/registration work experience in a healthcare setting

  • Strong customer service skills and patient/customer centered focus in positive manner in all situations

  • Experience PREFERRED

  • Three (3) years’ work experience with medical insurance, HMO, managed care, GE/IDX, Cerner order entry; appointment scheduling and medical terminology

  • Education/training REQUIRED: (Note: work experience may be considered in lieu of credentials not required by law with HR approval. Work experience must be specific to role)

  • High school graduate or equivalent

  • Education/training PREFERRED:

  • Associates or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field