Patient Concierge Officer

A Patient Concierge Officer provides exceptional customer service to enhance the patient experience within a healthcare setting. The officer is a liaison between patients and medical staff, facilitating seamless communication and efficient service delivery.

This role is crucial in ensuring patients feel welcomed, cared for, and valued from the moment they enter the facility until they leave. 

The Patient Concierge Officer greets and assists patients in person, on the phone, and through digital communications, ensuring their interactions with the healthcare facility are smooth and stress-free. 

They manage appointment scheduling, coordinate patient care, and address inquiries and concerns promptly. This role involves maintaining confidentiality in handling patient records, providing information on healthcare services, and assisting patients with necessary documentation. 

Additionally, the officer helps monitor and improve patient satisfaction through active feedback and engagement.

We are looking for an enthusiastic and customer-driven Patient Concierge Officer to join our team!

If you are passionate about providing top-tier customer service and enhancing patients' healthcare experiences, this opportunity is for you.

Here, you’ll be at the forefront of improving our patients' healthcare journeys. Your dedication to ensuring patient satisfaction will directly impact their perception of our services and their overall care experience.

• Greet and assist patients over the phone and via email.
• Schedule appointments and manage patient calendars efficiently.
• Coordinate with medical staff to ensure timely patient care.
• Address patient inquiries and resolve any issues or complaints effectively.
• Maintain patient records accurately and ensure confidentiality.
• Provide information on healthcare services, procedures, and insurance coverage.
• Assist patients with filling out forms and completing necessary documentation.
• Coordinate patient transportation and accommodation as needed.
• Monitor patient satisfaction levels and seek feedback for continuous improvement.
• Collaborate with internal teams to enhance the overall patient experience.
• Assist in organizing and executing community outreach programs.
• Conduct follow-up calls to ensure patient recovery and satisfaction.
• Handle any emergencies or urgent patient requests promptly and professionally.
• Participate in training sessions and professional development opportunities.

• Reduce patient wait times through efficient scheduling and coordination.
• Increase patient satisfaction scores by 25% within the first six months.
• Achieve a patient retention rate of 85% through exceptional service delivery.
• Improve patient referral rates through personalized patient interactions.
• Increase positive patient reviews and testimonials through outstanding service.
• Achieve a patient complaint resolution rate of 95% within a specified timeframe.

• Bachelor's degree in Healthcare Management or a related field.
• 3-5 years of experience in a customer service role within the healthcare industry.
• Proficiency in medical terminology and patient record management systems.
• Familiar with Microsoft Office Suite.
• Ability to multitask and prioritize tasks effectively.
• Detail-oriented with excellent organizational skills.
• Compassionate and empathetic attitude towards patients.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong problem-solving skills and ability to handle challenging situations.