Patient Experience Concierge - Front Desk

OrthoAtlanta•Atlanta, GA

About The Position

The Patient Experience Concierge creates a welcoming, hospitality-driven experience for patients from arrival through departure. The role combines customer service with front-office functions, including scheduling, registration, insurance verification, financial transactions, electronic medical record documentation, and patient-flow coordination. The Concierge supports accurate records, efficient operations, communication, regulatory compliance, and the success of the practice. This is a patient-facing, standing-workstation role. The employee performs most essential functions while standing and moving through reception and patient-facing areas. Frequent walking, prolonged standing, and an active presence in patient areas are essential to the position's hospitality-focused service model.

Requirements

Two or more years in a front-line guest, patient, or member service role with measured service standards.
Demonstrated experience with a structured service recovery process.
Aptitude for electronic medical record and practice management software.
Professional presence and calm, warm composure under pressure.
Fluent spoken and written English.
High school diploma or equivalent.
Ability to perform the role's essential physical functions, including prolonged standing and frequent walking.

Nice To Haves

A second language.
Prior front desk experience at a 4- or 5-star hotel, private club, or concierge medical practice.
Familiarity with insurance verification and prior authorization workflows.
Current HIPAA training certification.

Responsibilities

Welcome patients and visitors professionally and warmly, providing personalized attention.
Remain visible and accessible during the workday to answer questions, anticipate patient needs, and provide assistance.
Complete patient check-in and check-out, including registration, insurance verification, consent updates, appointment scheduling, and payment collection.
Communicate wait times and proactively update patients about delays.
Coordinate follow-up appointments, referrals, imaging, therapy, and other next steps as directed by the care team.
Maintain accurate patient and encounter information in the electronic medical record.
Address patient concerns and assist with service recovery within the scope of the position.
Keep reception and waiting areas clean, organized, stocked, and welcoming.
Protect patient confidentiality and comply with HIPAA, OSHA, and corporate requirements.
Support daily front-office operations and collaborate with clinical and administrative team members to keep patient care moving efficiently.