Patient Experience Concierge

OrthoAtlanta • Austell, GA

7d

About The Position

The Patient Experience Concierge creates a welcoming, hospitality-driven experience for patients from arrival to departure. The position combines customer service with front-office responsibilities, including scheduling, registration, insurance verification, financial transactions, electronic medical record documentation, and patient-flow coordination. The Concierge supports accurate records, efficient operations, clear communication, regulatory compliance, and a positive patient experience.

This is a patient-facing, standing-workstation role. The employee is expected to perform 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 role's hospitality-focused service model.

Requirements

• At least two years of experience 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; platform training will be provided.
• Professional presence and calm, warm composure under pressure.
• Fluent spoken and written English.
• High school diploma or equivalent.

Nice To Haves

• A second language.
• Prior front-desk experience at a four- or five-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 follow HIPAA, OSHA, and corporate compliance requirements.
• Support daily front-office operations and collaborate with clinical and administrative team members to keep patient care moving efficiently.

Benefits

• Opportunity to grow within a dynamic healthcare setting.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED