OB Concierge Coordinator

Job Description

Job Description

J OB D ESCRIPTION

Job Title:

OB Concierge Coordinator

FLSA Status:

Non-Exempt

Reports To:

Practice Supervisor

Location:

All locations

Department:

Operations

Employment Type:

Regular, Full-time

Date:

August 2026

EEO Class:

All other Employees

Job Summary

The OB Concierge Coordinator plays a vital role in enhancing patient experience and retention by delivering a personalized, high-touch onboarding experience for pregnant patients. The OB Concierge Specialist is responsible for guiding patients through each milestone of the journey while building meaningful relationships that extend beyond individual appointments.

Duties/Responsibilities

• Initiate and complete welcome calls within 24 hours of appointment scheduling.
• Provide and explain digital welcome packets to new OB patients.
• Assist patients onboarding to the app and patient portal; troubleshoot access issues as needed.
• Conduct pre-visit navigation calls to ensure patients are prepared for their first appointment.
• Collaborate closely with front office and clinical teams to ensure coordinated care.
• Customize communication based on gestational age using standardized templates and Athena workflows.
• Serve as the first point of contact for non-clinical questions for OB patients.
• Maintain and monitor KPI’s relevant to OB patients including OB episode finalization and outcome tracking.
• Track completion of first trimester milestones and conduct the Week 13 graduation call.
• Complete milestone calls throughout the pregnancy and postpartum period.
• Accurately document all patient communication, education, and interactions in the electronic medical record (EMR).
• Promptly escalate any clinical concerns to the appropriate nurse or provider.

Required Skills/Abilities

• Exceptional verbal and written communication skills.
• Strong interpersonal skills with a compassionate and empathetic approach to patient support.
• Strong critical thinking and problem-solving skills.
• Excellent organizational and time management abilities
• Demonstrated ability to work both independently and collaboratively within a multidisciplinary team.

Education /Experience

• Graduation from a Medical Assistant or Licensed Practical Nurse program.
• Minimum of two (2) years of experience in an MA or LPN healthcare role; OB/GYN experience strongly preferred.
• Proficient in using EMR systems, Microsoft Office, and patient communication platforms.

Physical Requirements

• Primarily a seated role, involving frequent telephone and computer use.
• May occasionally require travel between clinical locations.
• Must be able to work standard business hours with occasional flexibility depending on patient needs.

This job description is not intended to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.