Lead Patient Care Concierge

About the Role

At Claremedica, exceptional is the standard. Driven by our purpose to enhance the lives of the seniors in the communities where we have the privilege to work, live, and play, the Claremedica team is comprised of the brightest and best in their fields of expertise. The Lead Patient Care Concierge serves as the senior representative of the front office team, ensuring that daily administrative operations run smoothly while maintaining a warm, professional, and patient-centered environment. This role provides guidance and oversight to Patient Care Concierges, supports scheduling coordination, and serves as the key liaison between the front office and clinical staff to promote operational excellence, patient satisfaction, and team effectiveness in a fast-paced primary care setting.

Responsibilities

• Perform all Patient Care Concierge duties including greeting patients, managing check-in/check-out, scheduling, insurance verification, and payment collection.
• Provide leadership and support to front desk team members; serve as the first point of contact for escalated patient or workflow issues.
• Train, mentor, and assist with onboarding of new Patient Care Concierges.
• Monitor front desk workflows to ensure consistency, accuracy, and adherence to company protocols.
• Collaborate with clinical and administrative teams to ensure timely communication and patient flow coordination.
• Assist with managing schedules for front desk staff and ensure adequate coverage during hours of operation.
• Monitor office supply inventory and coordinate restocking as needed.
• Support patient satisfaction initiatives by resolving service concerns and reinforcing a culture of hospitality.
• Participate in quality improvement activities and provide feedback to Practice Manager regarding operational challenges.
• Ensure compliance with HIPAA and organizational policies regarding patient confidentiality and safety.

Requirements

• High school diploma or equivalent required.
• 2+ years of front office or customer service experience in a medical setting required.
• Previous experience in a lead, supervisory, or mentoring role preferred.
• Strong organizational, communication, and leadership skills.
• Proficiency in Microsoft Office Suite and electronic medical record (EMR) systems.
• Knowledge of basic medical terminology and front office processes.
• Ability to multitask and remain calm and professional in a fast-paced environment.
• Bilingual (English/Spanish or English/Creole) preferred, based on location.

Working Conditions

• General office working conditions.
• Stand, walk, sit, use hands, reach with arms, talk, and hear.
• Occasionally lift and/or move up to 15 pounds.
• Specific vision abilities include close, distance, peripheral vision, depth perception, and focus adjustment.
• Manual dexterity required for computers and peripherals.
• The noise level in the work environment is usually moderate.
• Local travel between care centers may be required for coverage.
• Minimal safety hazards.