Patient Concierge

The Recovery Village•Umatilla, FL

12h•Onsite

About The Position

Seeking professional Patient Concierges to join our team in Umatilla, FL. Schedule: Sunday-Thursday or Tuesday -Saturday 8am to 5pm Advanced Recovery Systems (ARS), an integrated behavioral healthcare management company, is dedicated to providing exceptional care for addiction, substance abuse, and mental health issues. With our facilities located across various regions of the U.S., we have been committed to furthering our mission and applying advanced approaches to patient care. Learn more about ARS and our transformative work at www.advancedrecoverysystems.com. At The Recovery Village (TRV), we provide a sanctuary for individuals seeking recovery. Nestled in the serene community of Umatilla, just an hour from Orlando, TRV offers a stress-free environment where we deliver top-quality treatment for drug and alcohol addiction, and other mental health issues. The site was carefully chosen for its unparalleled beauty and tranquility, providing a haven far from the pressures of everyday life. TRV is minutes away from the entrance to Ocala National Forest, offering a serene and idyllic space to find inner peace. Discover more about TRV at www.advancedrecoverysystems.com/centers/the-recovery-village. The Patient Concierge supports newly admitted patients during their first 72 hours of inpatient treatment. This role is responsible for enhancing the orientation experience, reducing anxiety, improving engagement, and ensuring continuity of care during the critical transition into treatment. The Patient Concierge functions as a non-clinical liaison between patients, nursing, clinical, and ancillary departments to promote a safe, trauma-informed, and patient-centered admission experience.

Requirements

High school diploma or equivalent.
One year of customer service or patient advocate experience preferred.

Nice To Haves

CPR and Standard First Aid certification

Responsibilities

Greet and receive new admissions upon arrival, ensuring a professional and welcoming patient experience.
Coordinate and verify patient attendance at New Patient Orientation; facilitate or support structured orientation covering unit layout, daily schedule, program expectations, patient rights and responsibilities, grievance process, confidentiality standards, and safety procedures.
Review admission materials and program handbook with the patient to confirm understanding.
Facilitate timely introduction to the assigned primary therapist, nursing staff, and peer community members to promote engagement and continuity of care.
Maintain consistent daily check-ins with new patients during the first three days of admission.
Assess adjustment concerns and escalate clinical or safety issues to nursing or licensed staff immediately.
Identify barriers to engagement (anxiety, confusion, ambivalence, withdrawal symptoms, etc.) and coordinate with clinical leadership.
Support participation in groups and therapeutic programming.
Serve as liaison between patient and interdisciplinary team (nursing, therapy, case management, dietary, medical).
Document all interactions in accordance with facility documentation standards (if role includes EMR access).
Monitor environmental comfort issues (room assignment concerns, roommate conflicts, basic needs).
Ensure personal items and belongings processes are explained and documented.
Identify and report safety risks immediately per facility protocol.
Promote a trauma-informed, dignity-centered care approach.
Other duties as assigned.