Patient Care Concierge

PATIENT CARE CONCIERGE

Location: Grapevine & Fort Worth, Texas | 100% In-Person

BE THE VOICE OF GENESIS

Are you someone who can connect with just about anyone? Do you love helping people, thrive in a fast-paced environment, and get energized by turning a conversation into action?

Genesis Lifestyle Medicine is looking for an exceptional Patient Care Concierge to be the voice of Genesis for four of our locations.

This is a 100% in-person position working from our Grapevine and Fort Worth offices and is not a remote or hybrid role.

This isn't a traditional receptionist position. You won't simply answer phones and transfer calls. You'll be the person who turns curiosity into appointments, reconnects patients with their health and wellness goals, and creates an outstanding first impression of Genesis before a patient ever walks through our doors.

Every day, you'll speak with people who are interested in losing weight, improving their energy, optimizing their hormones, restoring their confidence, improving their sexual wellness, exploring aesthetic treatments, restoring their hair, and feeling better overall.

Your job is to connect, educate, build trust, and get them scheduled with the right Genesis team.

You'll manage inbound calls while also maintaining a fast pace of proactive outreach—approximately 100–120 outbound calls per day to new leads, prospective patients, and former patients we'd love to welcome back.

If you're confident on the phone, competitive with yourself, highly organized, naturally persuasive, and genuinely enjoy helping people take action, this could be an exciting opportunity to make a meaningful impact while growing with one of the fastest-growing companies in our space.

WHAT YOU'LL DO

As a Patient Care Concierge, you'll own the phone experience for prospective, existing, and former patients across four Genesis Lifestyle Medicine locations.

You'll be part concierge, relationship builder, appointment setter, problem solver, and patient advocate.

Your goal is simple:

Make every conversation count.

You'll answer questions, discover what patients are looking for, educate them about Genesis services, overcome hesitation, schedule consultations, follow up with new leads, and reconnect with patients we haven't seen in a while.

Most importantly, you'll make people feel heard, valued, and excited about taking their next step with Genesis.

WHAT YOU'LL OWN

• Serve as the central phone contact for prospective, existing, and former patients.
• Deliver an exceptional experience on every inbound call.
• Complete approximately 100–120 outbound calls per day, balanced with inbound demand.
• Respond quickly to new leads generated through Genesis marketing.
• Turn inbound inquiries and new leads into booked consultations.
• Answer questions and confidently educate prospective patients about Genesis services.
• Learn our services, including Medical Weight Loss, Hormone Therapy, Sexual Wellness, Aesthetics, Hair Restoration, and other wellness treatments.
• Discover what prospective patients are hoping to accomplish and guide them toward the appropriate consultation.
• Follow up with people who expressed interest but haven't scheduled yet.
• Conduct patient reactivation outreach to people we haven't seen in a while and give them a reason to reconnect with Genesis.
• Follow up with previous prospective patients who never scheduled or moved forward.
• Build relationships and confidently navigate common questions, hesitation, and objections.
• Schedule patients into the appropriate Genesis location.
• Return missed calls and voicemails quickly.
• Keep accurate notes so every patient interaction has context and continuity.
• Maintain an organized follow-up pipeline so no opportunity falls through the cracks.
• Work closely with clinic teams to create a seamless patient experience.
• Meet and exceed performance goals related to responsiveness, call activity, consultations booked, conversions, and patient reactivation.

WHAT SUCCESS LOOKS LIKE

We aren't looking for someone who simply answers the phone.

We're looking for someone who owns the phone.

A successful Patient Care Concierge understands that every ringing phone, new lead, old inquiry, and inactive patient represents an opportunity to create a great experience and grow the Genesis community.

You'll know you're succeeding when:

• Patients feel genuinely welcomed and taken care of.
• Inbound calls are answered quickly and professionally.
• Prospective patients get their questions answered and leave the conversation with a clear next step.
• More inbound inquiries become booked consultations.
• New leads receive fast and consistent follow-up.
• You're consistently completing approximately 100–120 outbound calls per day, while appropriately prioritizing inbound calls.
• Previous patients are returning to Genesis.
• Follow-ups aren't getting lost.
• Clinic schedules are filling with qualified consultations.
• Your activity translates into measurable results.

THE WORKFLOW IS SIMPLE

Phone rings? Answer it.

Patient has questions? Help them.

They're interested? Get them booked.

Call ends? Document it.

No inbound call waiting? Start dialing.

Then repeat.

Inbound calls should never be ignored just to hit an outbound call number. At the same time, downtime between inbound calls isn't downtime—it's an opportunity to follow up, reconnect, and book the next patient.

YOU'LL LOVE THIS ROLE IF YOU...

• Love talking to people and can build rapport quickly.
• Have a great phone presence and bring positive energy to conversations.
• Are comfortable making a high volume of calls every day.
• Get satisfaction from turning "I'm just looking" into "Yes, let's schedule."
• Are persistent without being pushy.
• Like goals, numbers, and knowing exactly how you're performing.
• Can move quickly without becoming disorganized.
• Don't get discouraged when someone doesn't answer or isn't ready yet.
• Enjoy following up and understand that persistence creates results.
• Can confidently ask someone to take the next step.
• Enjoy being part of an in-person team environment.
• Want your performance to have a visible impact on the growth of the business.
• Are interested in health, wellness, aesthetics, and helping people feel better about themselves.
• Want to grow with a rapidly expanding organization.

EXPERIENCE WE'D LOVE TO SEE

• At least 1 year of experience in phone sales, appointment setting, customer service, call center operations, medical offices, med spas, hospitality, luxury retail, or a similar customer-facing environment.
• Experience handling both inbound and outbound calls.
• Experience converting inquiries or leads into appointments.
• Experience with lead follow-up, customer reactivation, retention, or outbound sales.
• Experience working with CRM, scheduling, or lead-management systems.
• Med spa, medical aesthetics, wellness, medical weight loss, hormone therapy, or healthcare experience is a plus—but not required.
• High school diploma or GED required; equivalent relevant experience and training may be considered.

THE QUALITIES THAT WILL MAKE YOU GREAT AT THIS

• You're a Connector. You can quickly make people feel comfortable and understood—even over the phone.
• You're Confident. You're comfortable leading a conversation, asking questions, recommending the next step, and asking for the appointment.
• You're Persistent. An unanswered call doesn't discourage you. You understand that great follow-up often requires multiple attempts.
• You're Competitive. You like goals. You like seeing your numbers. And you like beating your own performance.
• You're Organized. You can move between inbound calls, outbound calls, scheduling, notes, and follow-ups without losing track of the details.
• You're Coachable. You want feedback, apply it quickly, and continuously improve how you communicate and perform.
• You're Dependable. When you say you'll follow up with someone, you follow up.
• You Care About the Experience. Results matter—but so does how patients feel after speaking with you.

HOW PERFORMANCE IS MEASURED

This is a performance-driven position where great work is visible and measurable.

Key performance indicators may include:

• Inbound call responsiveness
• Missed-call and voicemail response time
• Inbound inquiry-to-consultation conversion
• Approximately 100–120 outbound calls per day, balanced with inbound demand
• New-lead response time
• Outbound contact and conversion rates
• Consultations booked
• Patient reactivation
• Appointment show rates
• Follow-up completion
• Scheduling and documentation accuracy
• Overall quality of the patient experience

WHY GENESIS?

Genesis Lifestyle Medicine is one of the premier and fastest-growing Integrative Functional Medicine companies in the U.S.

We help patients look better, feel better, and take greater control of their health through a comprehensive range of services including Medical Weight Loss, Hormone Therapy, Male and Female Sexual Wellness, Aesthetics, Hair Restoration, and other innovative health and wellness treatments.

As Genesis continues to grow, so do the opportunities for our people.

For someone who performs at a high level, demonstrates leadership potential, and consistently delivers results, this position can provide opportunities for increased responsibility, compensation, and career advancement.

COMPENSATION & BENEFITS

Competitive Compensation

Starting at $22 per hour base pay, commensurate with relevant experience.

Compensation is further supplemented by performance-based bonuses.

Paid Time Off

Sick time and Paid Time Off available after the applicable eligibility period.

Health & Benefits

Health, Dental, Vision, Life, and other available benefit plans for eligible employees and dependents.

Grow With Us

Paid training, continuous learning, career growth opportunities, and significant potential for advancement based on outstanding performance and demonstrated potential.

A Culture Built Around Results & Service

Join a team where your contribution matters, your performance is recognized, and the conversations you have every day directly contribute to the patient experience and the growth of Genesis Lifestyle Medicine.

WORK ENVIRONMENT

This is primarily a phone- and computer-based position. The Patient Care Concierge will spend a significant portion of the workday communicating with prospective, existing, and former patients while utilizing scheduling, CRM, and other applicable systems.

The position requires the ability to remain focused, energetic, professional, organized, and productive throughout a high volume of daily patient interactions.

PHYSICAL DEMANDS

While performing the duties of this position, the employee is regularly required to sit, communicate by telephone, hear and speak clearly, and use a computer, keyboard, and other standard office equipment.

The employee may occasionally be required to stand, walk, reach, bend, or lift and/or move up to 25 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

The above job summary is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow instructions and perform other related duties as assigned by their supervisor.