Patient Experience Representative - Front Desk & Concierge

The Steadman Clinic • Vail, CO

5d • Onsite

About The Position

Join The Steadman Clinic Team and embark on a rewarding career where you can make a life-changing, and often life-saving, impact on the lives of professional athletes and community members alike. Here, you won't just be part of a world-renowned orthopedic team; you’ll play a vital role in delivering exceptional, patient-centered care that transforms lives. You'll also be surrounded by the stunning mountain communities that are home to our clinics, allowing you to enjoy a unique lifestyle that balances professional growth with outdoor adventure and the rewarding experience of making a positive difference in people's lives. This is more than a job; it’s an opportunity to blend your professional passion with an extraordinary lifestyle in the heart of the Rockies. Come be part of something truly special!

Requirements

• High school diploma or GED required
• Minimum 2 years of experience in a medical front office, patient access, customer service, hospitality, travel, concierge, or a related service-focused environment required
• Proficiency with Microsoft Office applications, including Outlook, required
• Ability to communicate effectively in English, both verbally and in writing.
• Excellent customer service, interpersonal, and communication skills, with the ability to interact professionally and compassionately with patients, visitors, providers, and colleagues.
• Demonstrated ability to manage multiple priorities, work effectively in a fast-paced environment, and adapt to frequent interruptions while maintaining attention to detail.
• Self-motivated, organized, and dependable with the ability to exercise sound judgment and work independently within established procedures.
• Professional, courteous telephone and interpersonal manner with the ability to effectively manage difficult or frustrated individuals while maintaining exceptional service.
• Ability to handle confidential and sensitive information with discretion and maintain compliance with patient privacy requirements.
• Demonstrated ability to work collaboratively as a positive, productive member of a team while maintaining professional relationships with The Steadman Clinic, Steadman Philippon Research Institute, hospital personnel, patients, and community partners.
• Demonstrates flexibility, enthusiasm, professionalism, and a commitment to delivering exceptional patient experiences.

Nice To Haves

• Bachelor's degree preferred
• experience in an orthopedic or specialty medical practice preferred
• Knowledge of medical registration processes and medical insurance billing preferred

Responsibilities

• Provide exceptional customer service while creating a welcoming, professional, and patient-centered environment.
• Communicate effectively with patients, visitors, providers, and other departments to support efficient clinic operations.
• Demonstrate flexibility by providing cross-coverage at other clinic locations and adjusting work schedules based on business needs, including overtime or modified schedules as necessary.
• Assist with training and onboarding new employees as knowledge and expertise are gained.
• Maintain the organization and appearance of patient-facing areas to ensure a positive patient experience.
• Demonstrate knowledge and understanding of patient privacy rights and maintain confidentiality of all medical, financial, and other sensitive information in accordance with organizational policies.
• Access and use the minimum necessary patient information required to perform assigned job responsibilities.
• Maintain a personal commitment to The Steadman Clinic mission and values.
• Follow policies and procedures as established in the Employee Handbook.
• Attend required staff meetings and training.
• Perform other duties as assigned, including providing coverage for other clinic locations and front desk operations.
• Greet patients and visitors in a friendly, professional, and helpful manner.
• Complete patient check-in and check-out processes, ensuring registrations, required documentation, demographic information, insurance cards, and identification are current and accurately maintained.
• Schedule follow-up appointments and assist patients with routine questions or concerns.
• Answer incoming telephone calls, direct calls appropriately, and respond to clinic messages and correspondence, including email, voicemail, mail, and facsimiles.
• Collect copayments, outstanding balances, and private pay amounts; establish payment plans as appropriate.
• Process patient payments, reconcile daily receipts, balance cash drawers, prepare deposits, and report discrepancies according to established procedures.
• Prepare for upcoming clinic schedules by reviewing patient accounts for required paperwork, registration updates, balances, and copayment collection.
• Maintain reception areas by ensuring waiting rooms are clean, organized, stocked with refreshments, and supplied with appropriate patient materials and business cards.
• Welcome patients and family members in a professional, friendly, and upbeat manner while serving as a resource throughout their visit.
• Assist patients and guests by answering questions, providing facility navigation, and helping ensure a comfortable experience, including escorting VIP patients as appropriate.
• Coordinate patient itineraries and provide recommendations for lodging, transportation, restaurants, entertainment, activities, home care services, and other community resources.
• Develop and maintain professional relationships with local vendors and service providers to support patient needs.
• Resolve patient concerns with empathy, professionalism, and proactive problem-solving.
• Communicate and collaborate with clinical staff, front office teams, and external partners to coordinate patient services.
• Assist with front desk coverage, patient check-out, appointment scheduling, and other operational support as needed.
• Maintain assigned patient experience metrics and identify trends to support service excellence initiatives.

Benefits

• Health, Dental and Vision Insurance with generous premium subsidies for you and your family.
• 401(k) Retirement with a Safe Harbor contribution amount equal to 4% of eligible compensation and discretionary profit-sharing contribution.
• Paid Holidays, PTO & STO! Staff receive 9 paid holidays annually.
• Employees can also earn up to 155 hours of PTO within their first year.
• In addition, employees accrue sick time of 1 hour per 30 hours worked, up to 48 hours / year.
• The Steadman Clinic covers the cost of paid family medical leave in Colorado, basic life and AD&D, short- and long-term disability.
• Discretionary Bonus Program and Wellness Benefit.
• Employee Assistance Program with confidential support from licensed professionals.
• Referral Program Incentive.

What This Job Offers

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