Lead Patient Care Concierge
About The Position
The Lead Patient Care Concierge serves as the senior representative of the front office team, ensuring daily administrative operations run smoothly and maintaining a warm, professional, patient-centered environment. Along with performing standard front desk duties, this role guides and supports Patient Care Concierges, coordinates scheduling, and serves as a key liaison between front office and clinical staff. The role supports operational excellence, patient satisfaction, and team effectiveness in a fast-paced primary care setting. The position works under general office conditions. Local travel between care centers may be required for coverage. The work environment typically has moderate noise and minimal job hazards.
Requirements
- High school diploma or equivalent.
- At least 2 years of front office or customer service experience in a medical setting.
- Strong organizational, communication, and leadership skills.
- Proficiency in Microsoft Office Suite and electronic medical record (EMR) systems.
- Knowledge of basic medical terminology and front office processes.
- Ability to multitask and remain calm and professional in a fast-paced environment.
Nice To Haves
- Previous experience in a lead, supervisory, or mentoring role.
- Bilingual English/Spanish or English/Creole, depending on location.
Responsibilities
- Perform Patient Care Concierge duties, including greeting patients, managing check-in and check-out, scheduling, verifying insurance, and collecting payments.
- Provide leadership and support to front desk team members and serve as the first point of contact for escalated patient or workflow issues.
- Train, mentor, and assist with onboarding new Patient Care Concierges.
- Monitor front desk workflows for consistency, accuracy, and adherence to company protocols.
- Collaborate with clinical and administrative teams to support timely communication and patient flow coordination.
- Assist with front desk staff scheduling and ensure adequate coverage during operating hours.
- Monitor office supply inventory and coordinate restocking as needed.
- Resolve service concerns and reinforce a culture of hospitality in support of patient satisfaction initiatives.
- Participate in quality improvement activities and provide the Practice Manager with feedback about operational challenges.
- Ensure compliance with HIPAA and organizational policies regarding patient confidentiality and safety.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
