Patient Concierge - Front Desk

Job Description

Job Description

EDOW is seeking an energetic, warm, and detail-oriented Patient Concierge to serve as the first point of contact for our patients in our (Tysons Corner) Vienna, VA office. This role goes beyond traditional front desk duties, we're looking for someone who creates a genuine, welcoming, concierge-level experience for every patient who walks through our doors, including our elderly patients and our aesthetics/cosmetic patients.

About Us: This is your opportunity to join Eye Doctors of Washington, one of the Mid-Atlantic's most recognized leaders in ophthalmology and optometry. For over 50 years, we have provided the DC metropolitan area with state-of-the-art eye care. Founded by a group of professors from the Center for Sight at Georgetown University, our practice has always focused on the core values of academically oriented care, keeping abreast of the latest advancements in the field of ophthalmology, and providing an efficient yet comfortable environment for our patients. Since we are an academically oriented practice, we have the unique advantage of being able to offer the newest procedures and techniques with the benefit of the most advanced diagnostic and surgical equipment.

Our Commitment: We are committed to customer service and making every interaction extraordinary while inspiring the complete confidence of our patients. Our employees contribute directly to the growth and success of our practice and take pride in being a member of our team. We strongly believe that the manner in which our patients and customers are treated by our employees is as important as the services provided by the doctor. All of us at Eye Doctors of Washington and Eyecare Services Partners are committed to inclusion and belonging. We believe today more than ever that creating an environment where everyone can bring their authentic selves to work and make it easy for others to do the same will benefit us all. It isn’t speaking the words, but starts with a culture of caring, listening and service. We would thoroughly enjoy meeting with you and discussing our employment opportunities.

The Patient Services Representative I will perform routine clerical and administrative work including greeting and assisting patients, insurance verification, management of appointment schedule and accurate record-keeping. The PSR has a significant role as you serve as the initial point of contact and make the first impression on all patients visiting the office. This is especially important in a medical environment where people may be apprehensive. Effective execution of this role will require the ability to multitask and respond to the needs of the patients and other staff efficiently and calmly.

Responsibilities:

• Greet every patient warmly and by name when possible, creating a concierge-style welcome from check-in through check-out
• Provide extra care and patience with elderly patients, including assistance with mobility, hearing, paperwork, and communication needs
• Support aesthetics patients with a discreet, upscale, personalized service experience
• Verify insurance eligibility and benefits prior to appointments
• Collect co-payments, deductibles, and outstanding balances at time of service
• Proactively and tactfully discuss outstanding balances with patients, offering payment options when appropriate
• Accurately schedule, confirm, and reschedule appointments across multiple providers
• Follow office protocols, scripting, and leadership direction consistently and without deviation
• Maintain a clean, organized, and professional front desk/reception environment
• Communicate effectively with clinical staff regarding patient flow and special needs
• Escalate patient concerns or billing disputes to management as appropriate

Qualifications:

• High school diploma or equivalent required
• Prior experience in a medical office, optical, or hospitality/customer service setting preferred
• Experience with insurance verification, co-pay collection, and patient billing
• Strong computer skills; EMR experience a plus (NextGen preferred)
• Excellent verbal communication and active listening skills
• Preferred Personal Qualities
• Naturally warm, energetic, and personable demeanor
• Genuine compassion for elderly and vulnerable patient populations
• Comfortable and polished when working with cosmetic/aesthetics clientele
• Strong follow-through — takes direction well and executes consistently
• Team-oriented, dependable, and adaptable in a fast-paced clinical environment
• Problem-solver who stays calm and professional under pressure

In Turn We Will Offer:

• Benefits to full-time team members that include comprehensive medical, dental and optical coverage, 401K and short- and long-term disability
• Company paid life insurance
• Paid holidays and generous paid time off
• Paid parking where applicable
• Team oriented working environment where you are heard and respected
• Clear career ladder opportunities

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