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Title: Care Concierge Associate

Org Unit: Administration

Work Days:

Weekly Hours: 35.00

Exemption Status: Non-Exempt

Salary Range: $31.32 - $33.90

*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

Under direct supervision, provides administrative and secretarial support related to coordinating patient care within the clinical practice for special wellness programs such as Concierge and Longevity. Plays a critical role in advancing these services by delivering an exceptional, seamless experience to patients and referral partners. This role ensures that every aspect of the patient journey, from initial inquiry through follow-up, is handled with professionalism, empathy, and precision. This role works closely with clinical, administrative, and leadership teams to strengthen operations, enhance patient satisfaction, and support the growth of new wellness and early detection programs.

Job Responsibilities

+ Assists with the development, launch, and ongoing improvement of preventative and longevity-focused initiatives.

+ Serve as a single point of contact to guide patients through the care process, ensuring a smooth and personalized experience. Follows established workflows and protocols to ensure consistent and accurate service delivery.

+ Fields telephone inquiries & electronic messages from patients. Responsible for making, rescheduling, confirming, & cancelling appts for both new & existing patients. Obtains, reviews and updates patient demographic and insurance information within EMR.

+ Verifies insurance coverage prior to the patient’s appointment. Manages patient expectations for all appointments and provides information to patients regarding their visit.

+ If applicable, ensures that patients provide any pre-visit documentation, pre-certifications or authorizations for medical services as needed, and/or a referral, if required. Uploads all related documentation into patient electronic medical record.

+ Responsible for front-end revenue cycle processes, which may include but is not limited to, the check-in/check-out of patients and collection/reconciliation of time-of-service payments, as applicable. May also discuss patients responsibility for payments.

+ Assists with coordination of follow-up care including scheduling of laboratory/diagnostic tests, scheduling with specialists, forwarding prescription requests and medical concerns for triage.

+ Delivers a concierge-level experience through attentive communication, proactive problem solving, and coordination of logistics (to ensure smooth transitions and access to care.

+ Provides an excellent patient care experience and intervenes promptly to resolve concerns and improve service.

+ Collaborates with internal and external healthcare providers, clinical faculty, partners and patient family members to deliver a high-quality, patient-centered experience.

+ Reports barriers to access that may impact patient or project outcomes.

Education

+ High School Diploma

Experience

+ 2+ years of directly related experience in a medical setting.

+ Previous experience using computerized appointment scheduling systems (EPIC preferred) and/or electronic Medical Record (eMR) system (ideally EPIC-Care).

Knowledge, Skills and Abilities

+ Working knowledge of third party payor reimbursement - Medicare, Medicaid, Managed Care and commercial insurance.

+ Excellent communication, organizational and interpersonal skills.

+ Highly collegial and adaptable to a changing work environment.

+ Proficient public relation skills.

+ Ability to work collaboratively and professionally to build rapport with others at all levels of responsibility.

+ Must possess highest level of discretion in handling sensitive medical and personal information.

+ Ability to build and nurture effective working relationships with physicians and colleagues.

Licenses and Certifications

Working Conditions/Physical Demands

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “any person, any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRRA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.