Patient Experience Concierge

The Patient Experience Concierge creates a welcoming, hospitality-driven experience for every patient from arrival to departure. This role combines exceptional customer service with front-office responsibilities, including scheduling, registration, insurance verification, financial transactions, EMR documentation, and patient flow coordination. The Concierge ensures accurate records, efficient operations, seamless communication, and compliance with HIPAA and all applicable regulations while supporting a positive patient experience and the overall success of the practice.  This position is designed as a patient-facing, standing workstation role. The Concierge is expected to perform the majority of essential job functions while standing and moving throughout the reception and patient-facing areas of the practice. Frequent walking, prolonged standing, and active presence in patient areas are essential components of delivering the expected hospitality-focused patient experience.

What You'll Do

As a Patient Experience Concierge at OrthoAtlanta, you’ll:

• Welcome patients and visitors with professionalism, warmth, and personalized attention.
• Remain visible and accessible throughout the workday to answer questions, anticipate patient needs, and provide assistance.
• Complete patient check-in and check-out, including registration, insurance verification, consent updates, appointment scheduling, and payment collection.
• Communicate wait times and proactively update patients regarding delays.
• Coordinate follow-up appointments, referrals, imaging, therapy, and other next steps as directed by the care team.
• Maintain accurate patient and encounter information in the electronic medical record.
• Address patient concerns and assist with service recovery within the scope of the position.
• Maintain clean, organized, stocked, and welcoming reception and waiting areas.
• Protect patient confidentiality and follow all HIPAA, OSHA, and corporate compliance requirements.
• Support daily front-office operations and collaborate with clinical and administrative team members to keep patient care moving efficiently.

A Great Fit If You…

• Thrive in a fast-paced, people-facing role
• Communicate clearly and compassionately with patients and staff
• Juggle multiple responsibilities with poise and attention to detail
• Love organizing tasks and solving front-desk challenges
• Work independently while being a strong team player

What You’ll Need

• Two (2) or more years in a front-line guest, patient, or member service role with measured service standards (e.g., hospitality, private banking, concierge medicine, premium retail, or airline premium cabin).
• Demonstrated experience with a structured service recovery process.
• Aptitude for electronic medical record (EMR) and practice management software; specific platform training will be provided.•        
• Professional presence with calm, warm composure under pressure.
• Fluent spoken and written English; a second language is a strong plus.
• High school diploma or equivalent.

Preferred Experience

• Prior front desk experience at a 4 or 5-star hotel, private club, or concierge medical practice.
• Familiarity with insurance verification and prior authorization workflows.
• Current HIPAA training certification.

Physical Demands and Work Environment

The Patient Experience Concierge position requires prolonged standing as an essential job function. The employee is expected to remain on their feet for the majority of the scheduled workday while providing direct patient service, monitoring patient flow, and maintaining a visible presence in patient-facing areas. Frequent walking throughout the facility is also required. These physical requirements are fundamental to the hospitality-based service model of the position.

Why OrthoAtlanta?

• Work with a collaborative clinical team in a respected practice
• Opportunity to grow within a dynamic healthcare setting
• Make a meaningful impact on patient experience every day

Are you ready to bring your expertise to a team committed to excellence in Orthopedics? Apply today and join a team that puts patients first!