Patient Service Representative - Concierge Medicine

CMPI Coastal Medical Physicians•Cranston, RI

12d•Onsite

About The Position

The Patient Service Representative is the first point of contact for patients and plays a critical role in delivering a seamless, high-touch experience in a concierge care model. This role combines exceptional customer service with administrative excellence to support patient access, communication, and care coordination. The coordinator ensures every interaction reflects a personalized, responsive, and elevated standard of care.

Requirements

High school diploma or equivalent required.
2-4 years of experience in a healthcare administrative, front desk, or customer service role.
Exceptional customer service and interpersonal skills.
Strong organizational and time management abilities.
High attention to detail and accuracy.
Ability to multitask and prioritize in a fast-paced, high expectation environment.
Excellent verbal and written communication skills.
Proficiency with EMR systems and standard office technology.

Nice To Haves

Associate or bachelor’s degree preferred.
Experience in concierge medicine, private practice, or hospitality driven environments strongly preferred.

Responsibilities

Serve as the primary front-facing representative for concierge patients – via phone, email, text, and in-person interactions.
Deliver a warm, professional, and highly responsive “white glove” service experience.
Build rapport with patients and ensure they feel valued, known, and supported.
Manage incoming requests promptly and route appropriately when needed.
Coordinate and manage provider schedules, including same-day, urgent, and extended appointments.
Optimize scheduling to ensure efficiency while maintaining flexibility for concierge patient needs.
Confirm appointments, manage cancellations, and proactively fill schedule gaps.
Support coordination of home visits, virtual visits, and specialty services when applicable.
Facilitate referrals, diagnostic testing, and specialty appointments.
Track and follow up on patient requests, orders, and outstanding items to ensure completion.
Assist with pre-visit planning and post-visit follow-up communication.
Maintain accurate and up-to-date patient records in the electronic medical record (EMR).
Support onboarding of new patients, including orientation to services and expectations.
Assist with membership agreements, renewals, and general program inquiries.
Educate patients on how to access and utilize concierge services effectively.
Maintain a polished, organized front office environment.
Ensure confidentiality and compliance with HIPAA and organizational policies.
Assist with administrative tasks such as document management, correspondence, and supply coordination.
Collaborate closely with clinical staff to ensure a seamless patient experience.
Performs other duties as assigned.