Patient Concierge

Company Core Purpose, Core Values

Dental Excellence Group is a growing company that offers patient-focused, high-quality dentistry in the Northwest Ohio area. There are more than 100 employees, including doctors, hygienists, clinical assistants, and business and marketing support teams. The practice’s purpose is to create a place where dental care is so friendly, comfortable, and convenient, it completely changes the way people think about dentistry.

The practice has six core values; a teamwork focus, a patients first mentality, with the patients’ comfort and care our #1 priority. We value kindness and compassion, both within our team and with our patients and doing the right thing, even if it means correcting our mistakes. We also value being your best, challenging all team members to meet their God given potential in attitude, skill, and service. Our final core value is making every minute count, driving performance and efficiency.

Mission of a Patient Concierge

The Patient Concierge reports to the Practice Administrator. The mission of this position is to create an exceptionally welcoming patient experience that puts our guests and their parents at ease, builds relationships, and sets the stage for a positive and productive appointment. The patient concierge will help create a distinctively different experience in dental care and will represent and maintain the Dental Excellence brand of friendliness, professionalism, and stellar service. The results of this position will assist with industry-leading patient net promoter scores and a high percentage of patient referrals.

Key Responsibilities

Patient Check-In & Reception

• Create a warm and welcoming first impression by enthusiastically greeting patients and parents upon arrival and assisting with the check-in process.
• Maintain accurate patient records by updating contact, insurance, and health information.

Patient Experience Coordination

• Go above and beyond to create a memorable patient experience through attentive, friendly, and accommodating service.
• Take ownership of the patient experience by proactively assessing patient and parent needs and responding appropriately.
• Collaborate with doctors, staff, and management to communicate patient needs, minimize wait times, and ensure a smooth visit experience.
• Maintain clean, organized, and fully stocked reception areas and patient bathrooms.
• Capture patient photos and enthusiastically support internal marketing initiatives and celebrations.

Administrative Support

• Assist with general administrative and front-office duties as needed.

Key Competencies

• Professional appearance, demeanor, and presentation
• Strong interpersonal skills with the ability to build positive relationships with patients, parents, doctors, team members, and the community
• Excellent verbal and written communication skills, including a professional phone presence
• Commitment to delivering an exceptional customer experience
• Positive attitude and solution-oriented mindset
• Strong teamwork and collaboration skills
• Friendly, approachable personality with the ability to connect naturally with children and families