Clinical Concierge

Lehigh Valley Health Network (LVHN) is seeking a compassionate Clinical Concierge to enhance the patient experience in our Healthcare & Medical Services department. In this role, you will be the first point of contact for patients, guiding them through check-in, registration, scheduling, and wayfinding while ensuring accurate documentation in our EHR. You will coordinate closely with nurses and clinicians, support insurance and billing inquiries, and provide timely updates to patients and families. LVHN offers a collaborative culture focused on excellence, community well-being, and growth opportunities across our dynamic healthcare network.

Responsibilities

• Serve as primary point of contact for patients and families throughout their clinical visit
• Coordinate check-in, registration, scheduling, and wayfinding support
• Gather and verify patient information and ensure accurate documentation in the EHRCommunicate clearly with clinicians, nurses, and support staff to streamline patient flow
• Provide compassionate, service-oriented support and address non-clinical patient concerns
• Assist with insurance verification, authorizations, and basic billing inquiries
• Maintain confidentiality and comply with HIPAA and LVHN policies
• Monitor waiting areas, proactively update patients on wait times and next steps
• Support quality, safety, and patient experience initiatives across the department
• Use clinical triage and escalation protocols to direct urgent needs appropriately

Required Skills

• Patient communication
• Electronic Health Records (EHR) systems
• Medical terminology
• Insurance verification
• Appointment scheduling systems
• HIPAA compliance
• Customer service in healthcare
• Data entry and documentation accuracy
• Care coordination support
• De-escalation and service recovery