Patient Experience Concierge

About the practice

A highly specialized, private plastic surgery practice serving patients from across the United States and around the world. Our patients are pursuing complex, highly personal elective procedures and expect a level of communication, discretion, organization, and individualized attention consistent with a boutique surgical experience.

The role

We are seeking a polished, exceptionally organized professional to serve as a Patient Experience Concierge. This position supports patients as they move through consultation, custom implant planning, surgical preparation, and follow-up. It combines high-touch patient service with exacting administrative coordination and requires someone who can make a complex process feel clear, thoughtful, and well managed.

This is not a passive front-desk position. It is a hands-on, detail-intensive role for someone who takes ownership, follows through without repeated prompting, and remains composed while managing multiple patient journeys at different stages.

Primary responsibilities

· Serve as a knowledgeable, responsive point of contact for custom implant patients and selected surgical inquiries.

· Guide patients through the non-clinical steps of the process, including consultation requirements, imaging, quotes, documentation, implant design milestones, payments, scheduling, and preoperative preparation.

· Communicate clearly and professionally with patients who may be traveling from another state or country and who are making a significant personal and financial commitment.

· Maintain accurate, current records in the practice’s patient management and Microsoft 365 systems; track communications, deadlines, forms, imaging, payments, approvals, and outstanding action items so that nothing is overlooked.

· Coordinate closely with the surgeon, nursing team, practice manager, surgical facility, and outside implant-design partners.

· Anticipate patient questions, identify potential delays, and resolve administrative issues before they disrupt the patient experience.

· Protect patient privacy and maintain strict discretion in all written, verbal, and electronic communication.

· Provide occasional front-office or patient-concierge support as needed within a small, collaborative practice.

The ideal candidate

The strongest candidate will have impeccable organizational skills, refined communication, and experience supporting clients or patients who expect highly personalized service. They will understand that luxury service is not performative—it is precise, proactive, discreet, and dependable.

· Warm and polished without sounding scripted or overly casual.

· Able to explain detailed processes in a calm, concise, reassuring manner.

· Comfortable discussing fees, timelines, required documentation, and next steps with confidence and tact.

· Naturally attentive to small details and persistent about closing loops.

· Able to prioritize independently while also knowing when an issue should be escalated.

· Professional in appearance, judgment, written communication, and telephone presence; comfortable with technology, electronic records, shared inboxes, Microsoft 365, and learning new systems.

Qualifications

· Prior experience in a patient-facing, concierge, private medical, hospitality, aesthetic, luxury retail, executive-support, or other high-touch service role.

· Demonstrated success managing multiple details, deadlines, and client communications simultaneously.

· Strong written communication and accurate data-entry skills.

· Ability to work in person in Carmel three to four weekdays per week.

· A high level of discretion and willingness to comply with HIPAA and practice privacy standards.

· Experience in plastic surgery, elective medicine, custom medical devices, or surgical scheduling is preferred but not required.

What success looks like

Patients feel individually supported and never uncertain about their next administrative step. Records are complete, deadlines are visible, questions are answered promptly, and the internal team can rely on the coordinator to identify what is needed before being asked.

How to apply - IMPORTANT

Please submit a brief note describing your experience serving discerning clients or patients, the systems you use to stay organized, and why an in-person part-time position in a highly specialized surgical practice appeals to you.

Pay: $24.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Profit sharing

Shift availability:

• Day Shift (Required)

Work Location: In person

Salary : $24 - $26