Patient Concierge (Front Office)

Patient Concierge (Front Office Coordinator)

Reports To: Lead Patient Concierge

Position Summary

The Patient Concierge serves as the first point of contact and primary liaison for patients across Starkman MD, Palomo MD, and Monarch Skin Lounge. This role is responsible for delivering a seamless, high-touch patient experience from initial interaction through check-out.

The Patient Concierge balances front office administrative responsibilities with elevated hospitality, ensuring each patient feels welcomed, informed, and supported throughout their visit. This position plays a critical role in maintaining clinic flow, supporting providers and care teams, and upholding the highest standards of service and professionalism.

Key Competencies

• Exceptional interpersonal and communication skills with polished phone etiquette
• Ability to manage high-volume calls and patient interactions efficiently
• Strong problem-solving and conflict resolution abilities
• Professional, poised, and service-oriented demeanor
• Highly organized with strong attention to detail and multitasking ability
• Adaptable in a fast-paced, dynamic environment
• EMR proficiency (NexTech preferred) and strong computer skills
• Commitment to HIPAA compliance and patient confidentiality
• Alignment with company culture and core values

Core Responsibilities

Patient Experience & Front Desk Excellence

• Greet all patients warmly and professionally, creating a welcoming first impression
• Provide a high-end, hospitality-driven experience including offering refreshments and facility tours
• Support patients throughout their visit with guidance and reassurance
• Maintain a clean, organized, and professional reception area
• Act as a liaison between front office, back office, providers, and patient care coordinators

Patient Check-In & Check-Out

• Accurately check patients in and out, verifying demographics, insurance, and payment details
• Collect and post payments in NexTech
• Assist with completion of forms, consents, and EMR documentation
• Ensure all patient records, referrals, communications, and documents are complete and properly recorded

High-Volume Call Management

• Answer incoming calls promptly and professionally
• Triage calls to appropriate departments or team members
• Provide accurate information, schedule appointments, and resolve inquiries
• Maintain professionalism, empathy, and efficiency on all calls
• Document all interactions accurately within the system

Scheduling & Coordination

• Manage and optimize provider schedules to ensure efficient patient flow
• Confirm, reschedule, and coordinate appointments as needed
• Facilitate follow-ups and post-care scheduling
• Communicate effectively with clinical teams regarding patient needs and scheduling conflicts

Patient Education & Support

• Provide general information on services and products
• Serve as a resource for patient questions and direct clinical inquiries appropriately

Operational & Administrative Support

• Maintain accurate and organized EMR documentation
• Assist with front office inventory and supplies
• Proactively identify and address workflow needs
• Participate in team meetings, trainings, and daily huddles

Compliance & Standards

• Maintain strict adherence to HIPAA and patient confidentiality
• Follow all company policies, procedures, and workflows
• Uphold the organization’s commitment to excellence in patient care and service

Team Collaboration

• Attend daily huddles and monthly team meetings
• Maintain open, solution-oriented communication
• Support team members and assist with walk-in patients
• Participate in performance reviews and ongoing development

Professionalism & Conduct

• Maintain a polished, professional appearance at all times
• Adhere to dress code (scrubs or business casual as designated)
• Demonstrate punctuality and strong time management
• Exhibit respect and professionalism with patients and colleagues

Compensation

• $25 per hour (DOE)

Pay: From $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $25