Patient Concierge

Description

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

• Checking In Patients
• Establish a welcoming first impression by warmly and enthusiastically greeting arriving guests and parents while assisting them with check-in.
• Maintain accurate current patient contact and health information by updating records.
• Patient Experience Coordinator
• Go above and beyond to create a memorable experience with friendly and accommodating services.
• “Own” the patient experience by taking initiative to assess patient needs and wants, and make adjustments.
• Collaborate with team members to communicate what you see and hear to staff and management to ensure the guests' needs are being met and waiting times are minimal.
• Keep reception areas and patient bathrooms clean and well stocked.
• Capturing patient photos and being a cheerleader for internal marketing campaigns.
• General Administrative Duties
  
  

Key Competencies

• Professional appearance and demeanor and overall professional presentation
• Good interpersonal skills to establish and maintain a positive rapport with patients, parents, doctors, staff, and members of the community
• Effective verbal and written communication skills and telephone voice
• High standard for customer experience
• Positive attitude
• Team player
• Friendly/Likable with the ability to connect with kids