Front Desk/Patient Care Coordinator

Front Desk / Patient Care Coordinator

Position Overview

We are seeking a professional, compassionate, and highly organized Front Desk / Patient Care Coordinator to join our concierge medical practice. This position is much more than a traditional front-desk role. The ideal candidate will have strong medical knowledge and clinical judgment, excellent communication skills, and the ability to appropriately triage patient phone calls and determine the appropriate level of response.

Because we provide personalized, high-touch care to our patients, we are looking for someone who is warm, discreet, detail-oriented, and comfortable working in a fast-paced medical environment while maintaining a calm and professional demeanor.

Key Responsibilities

• Serve as the primary point of contact for patients by phone, email, and in person.
• Provide a welcoming, professional, and personalized experience for every patient.
• Schedule, reschedule, and coordinate patient appointments and follow-up visits.
• Triage incoming patient phone calls using sound medical knowledge and judgment, identifying urgent, time-sensitive, and routine concerns and appropriately escalating them to the physician or clinical team.
• Obtain relevant information from patients when handling medical calls and accurately communicate concerns to the appropriate clinical staff.
• Recognize situations requiring immediate medical attention and follow established office protocols for escalation.
• Answer patient questions regarding appointments, medications, testing, referrals, procedures, and general medical concerns within the scope of the position.
• Maintain accurate and timely patient records and documentation.
• Coordinate/set up laboratory testing, imaging, referrals, prescriptions, and other patient-care needs as directed.
• Communicate with pharmacies, specialists, laboratories, hospitals, and other healthcare providers when necessary.
• Manage incoming calls and messages efficiently while prioritizing patient needs appropriately.
• Assist with check-in/check-out, patient forms, insurance information, and other front-office responsibilities.
• Handle sensitive patient information with the highest level of confidentiality and professionalism.
• Anticipate patient needs and provide the exceptional level of service expected in a concierge medical practice.
• Assist the physician and clinical team with administrative and patient-care coordination as needed.
• Maintain a clean, organized, and welcoming front-office environment.

Required Qualifications

• Prior experience in a medical office, physician practice, concierge practice, urgent care, hospital, or other healthcare setting.
• Strong medical knowledge and understanding of common medical conditions, terminology, medications, and appropriate levels of care.
• Demonstrated ability to triage patient phone calls and recognize when a patient's concern requires immediate clinical attention or physician review.
• Excellent verbal and written communication skills.
• Ability to communicate professionally and compassionately with patients who may be anxious, ill, or upset.
• Strong organizational skills and exceptional attention to detail.
• Ability to multitask, prioritize competing demands, and remain composed in a busy environment.
• Proficiency with electronic medical records (EMR/EHR) and standard office technology.
• Understanding of HIPAA and patient confidentiality requirements.
• Professional appearance and demeanor.
• Ability to exercise discretion, good judgment, and confidentiality at all times.

Preferred Qualifications

• Experience working in a concierge, private, or high-touch medical practice.
• Medical Assistant, LPN, EMT, or other clinical/healthcare experience is highly valued.
• Experience with telephone triage in a primary care, internal medicine, specialty, or concierge setting.
• Familiarity with medication management, laboratory and diagnostic testing, referrals, and coordination of care.
• Experience with EMR systems and patient communication platforms.

Ideal Candidate

The ideal candidate is someone who combines the clinical awareness of a healthcare professional with the warmth, organization, and service orientation of an exceptional concierge professional.

You should be confident speaking with patients about medical concerns, able to recognize when a situation may be urgent, and comfortable knowing when to gather additional information and escalate a call to the physician or clinical team. You should also genuinely enjoy building relationships with patients and providing an exceptional, personalized experience.

Medical knowledge and the ability to appropriately triage patient phone calls are essential requirements for this position.

Pay: $20.00 - $22.00 per hour

Expected hours: 40.0 per week

Experience:

• in Healthcare setting: 2 years (Required)

Work Location: In person