Lead Patient Concierge

Job Description

Job Description

The Lead Patient Concierge at our practice in Wesley Chapel, is responsible for providing day-to-day support to front desk personnel and operations. Secondary duties include providing coverage for the front desk with scheduling appointments, answering multi-line phones and emails and directing patients and all inquiries appropriately. The lead works in a collaborative relationship with the front desk team as well as with other departments and employees to ensure a best-in-class patient experience.

Hours: Monday - Friday 7:00 a.m. - 3:45 p.m. with holiday and weekend rotation (Saturday & Sunday) required

Travel to other offices will be required with this position, and training will potentially be at our practice in North Tampa.

Essential Responsibilities:

• Provides day-to-day support to front desk personnel and operations, with a focus on providing an excellent patient experience.
• Serves as a role model for front desk personnel by exemplary performance, commitment to the organization and its mission, goals and vision.
• Identifies difficult or complex front desk operational or patient service issues. Proactively resolves those issues within the authority of the Team Lead role or escalates to the appropriate manager for resolution as needed.
• Works collaboratively with other departments to implement process and patient service improvements.
• Assists management to professionally develop front desk team members, and answers any questions they may have regarding processes, protocols, etc.; foster a culture of collaboration, comradery and respect; and motivate the team to work cohesively.
• Develops comprehensive documentation of front desk processes and policies under guidance of direct manager and in collaboration with other Department managers.
• Other duties as assigned.

Education and/or Experience:

• High School Diploma or GED required; Associate degree preferred.
• Minimum of two years of experience in medical administration and customer service required.
• Prior leadership experience preferred.
• Experience with Electronic Medical Record (EMR) system strongly preferred.

Why You'll Love Working Here – Our Amazing Benefits:

Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance. FREE employee-only healthcare coverage option is also available.

Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.

Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.

Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!

Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.

Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.

Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.

Rewards for Connections: Earn extra money with our Employee Referral Program —your network is invaluable!

Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.

Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.

Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.

Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.