Lead Patient Concierge

Aspire Fertility Austin•Wesley Chapel, FL

13d•Onsite

About The Position

The Lead Patient Concierge at our practice in Wesley Chapel, is responsible for providing day-to-day support to front desk personnel and operations. Secondary duties include providing coverage for the front desk with scheduling appointments, answering multi-line phones and emails and directing patients and all inquiries appropriately. The lead works in a collaborative relationship with the front desk team as well as with other departments and employees to ensure a best-in-class patient experience. Hours: Monday - Friday 7 a.m. - 3:45 p.m. with holiday and weekend rotation (Saturday & Sunday). Travel to other offices will be required with this role and training will potentially be at our practice in North Tampa.

Requirements

High School Diploma or equivalent required; Associate degree preferred.
Minimum of two years of experience in customer service-related field required.
Minimum of two years of experience of administrative medical experience required.

Nice To Haves

Prior leadership experience preferred.
Experience with Electronic Medical Record (EMR) system strongly preferred.

Responsibilities

Provides day-to-day support to front desk personnel and operations, with a focus on providing an excellent patient experience.
Serves as a role model for front desk personnel by exemplary performance, commitment to the organization and its mission, goals and vision.
Identifies difficult or complex front desk operational or patient service issues. Proactively resolves those issues within the authority of the Team Lead role or escalates to the appropriate manager for resolution as needed.
Works collaboratively with other departments to implement process and patient service improvements.
Assists management to professionally develop front desk team members, and answers any questions they may have regarding processes, protocols, etc.; foster a culture of collaboration, comradery and respect; and motivate the team to work cohesively.
Develops comprehensive documentation of front desk processes and policies under guidance of direct manager and in collaboration with other Department managers.
Other duties as assigned.

Benefits

Medical, dental, and vision plans
Complimentary basic life insurance
Employee Assistance Program
Long-term disability insurance
FREE employee-only healthcare coverage option
Comprehensive fertility benefits
Adoption assistance
Surrogacy support
Generous maternity, paternity, and partner leave
18 days of PTO annually
11 paid holidays
One floating holiday
401(k) plan
Competitive company match for 401(k)
Full vesting after 2 years for 401(k)
Company-funded Lifestyle Spending Account
Employer contributions to HSA
Employee Referral Program
Continuing education reimbursement
Dedicated time off for professional development
Premium Calm Health app subscription
Access to emotional well-being and work-life resources through EAP with SupportLinc
Additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance