Concierge Services Representative

Quick Facts

• Primary point of contact for concierge members and prospective members
• Supports access, enrollment, scheduling, payment collection, communication, and clinical operations
• Maintains accurate records in the concierge platform and EHR; ensures PHI privacy
• Full-time, days (Monday–Friday)

Description

Serve as a welcoming, professional concierge services representative providing a high-touch experience for current and prospective members. You will manage lead follow-up, answer inquiries, schedule appointments and events, process and verify information needed for visits and billing, and keep records accurate in the concierge platform and EHR. The role also supports member services and community outreach while complying with all privacy, safety, and regulatory requirements.

Responsibilities

• Greet and welcome members/prospective members; check in and schedule efficiently
• Verify demographics, insurance coverage, and required authorizations prior to visits
• Obtain and document medical history and insurance information for registration and billing
• Verify membership payment information for fee collection
• Communicate professionally to answer questions and resolve service issues with proactive follow-through
• Complete routine and priority tasks (lead follow-up, member requests, membership services) within departmental timeframes
• Manage leads and interactions within the concierge platform and maintain accurate records
• Answer telephone calls and webforms for members, prospective members, visitors, and internal customers
• Schedule, reschedule, confirm appointments and member events
• Prepare, collect, update, and maintain documentation for patients, members, prospects, and program materials
• Ensure accurate and timely entry of information into EHR, concierge platform, and other program systems
• Support timely notifications aligned to member communication preferences
• Assist with coordination and execution of member and community outreach events
• Act as a liaison between members, physicians, and administrative staff; share feedback for continuous improvement
• Maintain a clean, organized, safe workplace; organize files and workspaces to support confidentiality
• Perform duties in accordance with organizational policies and applicable regulations; safeguard PHI from unauthorized access/disclosure

Requirements

• High School Diploma or GED
• 2 years of recent relevant experience
• Experience in customer service, healthcare, medical office, hospitality, or member services
• Ability to communicate concierge features/benefits and support enrollment and retention
• Basic knowledge of billing, payment, membership services, and healthcare operations
• Attention to detail when interpreting data and instructions
• Outstanding written and verbal communication skills
• Strong time management and organizational skills; ability to prioritize and manage multiple requests
• Ability to accurately use a CRM system for documentation and lead management
• Broad knowledge of computer applications, including Microsoft Office Suite (Word, Excel, Outlook)
• Ability to work autonomously and as part of a team; handle interruptions
• Ability to identify and resolve complex problems with limited precedent
• Ability to protect each patient’s PHI and maintain confidentiality

Benefits

Comprehensive benefits package available for eligible positions.