Lead Patient Care Concierge

CLAREMEDICA HEALTH PARTNERS LLC•Orlando, FL

4d•Onsite

About The Position

The Lead Patient Care Concierge serves as the senior representative of the front office team, ensuring that daily administrative operations run smoothly while maintaining a warm, professional, and patient-centered environment. In addition to handling standard front desk duties, the Lead Patient Care Concierge provides guidance and oversight to Patient Care Concierges, supports scheduling coordination, and serves as the key liaison between the front office and clinical staff. This role is essential in promoting operational excellence, patient satisfaction, and team effectiveness in a fast-paced primary care setting.

Requirements

High school diploma or equivalent required.
2+ years of front office or customer service experience in a medical setting required.
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 preferred.
Bilingual (English/Spanish or English/Creole) preferred, based on location.

Responsibilities

Perform all Patient Care Concierge duties including greeting patients, managing check-in/check-out, scheduling, insurance verification, and payment collection.
Provide leadership and support to front desk team members; serve as the first point of contact for escalated patient or workflow issues.
Train, mentor, and assist with onboarding of new Patient Care Concierges.
Monitor front desk workflows to ensure consistency, accuracy, and adherence to company protocols.
Collaborate with clinical and administrative teams to ensure timely communication and patient flow coordination.
Assist with managing schedules for front desk staff and ensure adequate coverage during hours of operation.
Monitor office supply inventory and coordinate restocking as needed.
Support patient satisfaction initiatives by resolving service concerns and reinforcing a culture of hospitality.
Participate in quality improvement activities and provide feedback to Practice Manager regarding operational challenges.
Ensure compliance with HIPAA and organizational policies regarding patient confidentiality and safety.