Concierge Services Representative

We are so glad you are interested in joining Sutter Health!

Organization:

SPMF-Sutter Pacific Medical Foundation - South

Position Overview:

Serves as a primary point of contact for prospective and current concierge members, delivering a personalized, high-touch experience that reflects the premium nature of Sutter concierge. Responsible for creating a welcoming and professional environment while supporting member access, enrollment, scheduling, payment collection, communication, and clinical operations.

Responsibilities include facilitating new member leads, resolving member inquiries, maintaining accurate information in the concierge platform and electronic health record (EHR), supporting membership services, and assisting with community outreach activities and events. Provides the operational foundation for the concierge program by ensuring seamless execution of daily activities that support member satisfaction, engagement, and retention.

Builds trust and cooperation with members, prospective members, care teams, and community partners through effective communication, attention to detail, and exceptional customer service. This position ensures compliance with organizational policies and all applicable privacy, safety, and regulatory requirements.

Job Description:

These Principal Accountabilities, Requirements and Qualifications are not exhaustive but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development).

JOB ACCOUNTABILITIES:

Member Services

• Greets and welcomes current and prospective members, checks in and schedules patients in a professional, friendly, and efficient manner.
• Verifies patient demographics, insurance coverage, and required authorizations prior to visits.
• Obtains and documents medical history and insurance information to support registration and billing processes.
• Verifies membership payment information to support member fee collection.
• Communicates clearly and professionally with members and prospective members to answer questions, resolve service issues, and proactively follow through to help ensure a seamless member experience.
• Ensures that routine and priority tasks, including lead follow-up, member requests, and membership service activities, are completed within established departmental timeframes.
• Manages prospective member leads and member interactions within the concierge platform, maintaining accurate records and supporting membership growth and retention efforts.

Administrative and Clerical Support

• Answers incoming telephone calls and webforms and assist members, prospective members, visitors, and internal customers.
• Schedules, reschedules, confirms appointments, and member events.
• Prepares, collects, updates, and maintains patient medical and insurance documentation as well as member and prospect documentation and program-related materials.
• Ensures accurate and timely entry of information into EHR, the concierge platform, and other program systems.
• Supports the member services program so patients receive timely notifications and relevant information according to their communication preferences.
• Assists with coordination and execution of member and community outreach events.

Team Collaboration

• Serves as a liaison between members, physicians, and administrative staff, ensuring member needs are addressed promptly, communication is effective, and feedback is shared to support continuous program improvement.
• Works closely with the program manager and administrative staff to support the smooth operation of the concierge program and assist with special projects and initiatives.

Safety and Workplace Standards

• Maintains a clean, organized, and safe work environment.
• Organizes files and workspaces to support operational efficiency and confidentiality.

Compliance and Privacy

• Performs all responsibilities in accordance with departmental standards, organizational policies, and applicable local, state, and federal regulations.
• Maintains strict confidentiality of protected health information (PHI) and safeguard patient information from unauthorized access or disclosure.
• Supports compliance efforts and contribute to a culture of privacy, safety, and service excellence.

EDUCATION:

High School Diploma or GED

TYPICAL EXPERIENCE:

2 years recent relevant experience

SKILLS AND KNOWLEDGE:

Experience in customer service, healthcare, medical office, hospitality or member services.

Ability to professionally communicate concierge program features and benefits to prospective members and support membership enrollment and retention efforts.

Basic knowledge of billing, payment, membership services, and healthcare operations.

Ability to interpret a variety of data and instructions, furnished in written, oral, diagram, or schedule form with a strong attention to detail.

Possess outstanding written and verbal communications skills to explain sensitive information clearly and professionally to diverse audiences, including non-medical people.

Strong time management and organizational skills, including the ability to prioritize assignments, manage multiple member requests, and achieve objectives within established service standards and deadlines.

Ability to accurately use the CRM system to document interactions, manage leads, and support member engagement activities.

Broad knowledge of computer applications, such as Microsoft Office Suite (Word, Excel and Outlook).

Ability to prioritize assignments and work within standardized policies, procedures, and scientific methods to achieve department objectives and meet deadlines.

Ability to work autonomously, as well as being part of the team, including accomplishing multiple tasks in an environment with interruptions.

Able to identify, evaluate and resolve complex problems that arise with little or no precedent through resolution.

Ensures the privacy of each patient’s PHI.

Ability to establish and maintain positive, long-term relationships with members and prospective members while collaborating effectively with physicians, community partners, and colleagues to deliver exceptional member experiences.

PHYSICAL ACTIVITIES AND REQUIREMENTS:
See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements

Job Shift:

Days

Schedule:

Full Time

Shift Hours:

8

Days of the Week:

Monday - Friday

Weekend Requirements:

None

Benefits:

Yes

Unions:

No

Position Status:

Non-Exempt

Weekly Hours:

40

Employee Status:

Regular

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $33.78 to $47.28 / hour

The posted pay range is based on the position's primary work location. Candidates who reside and work outside of that location may be subject to a different pay range based on their work location. Candidate starting salaries consider multiple factors, including, but not limited to a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health’s comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.