Patient Concierge

Schedule, Communication Standards & Operational Expectations

This position is part of a shared remote support team providing approximately 12 hours of communication coverage per weekday. Coverage of this role will initially be split between two tea ---------- mbers who will work together to ensure consistent responsiveness throughout the day, including break coverage and handoff communication.

Current communication volume averages approximately:

20–30 inbound phone calls per day
100–150 text message exchanges per day
Additional email, fax, scheduling, and administrative communication throughout the day
Communication & Response Time Expectations
Incoming phone calls should ideally be answered by the second ring whenever possible
Text messages from patients, prospective patients, and tea ---------- mbers should receive a response within 5 minutes whenever possible, with 10 minutes considered the absolute maximum except under unusual circumstances

Email communication should also receive prompt attention throughout the shift, though text communication takes priority when multiple channels are active
New patient inquiries and lead requests are treated as high priority and should receive rapid engagement and follow-up
Scheduling responsibilities include proactive patient retention and reactivation efforts to help patients remain consistent with recommended care plans
Workflow Priorities

When determining priorities throughout the day, responsibilities should generally be approached in the following order:

Active patient communication and patient-facing needs
Team communication and operational support
Administrative and paperwork-related tasks

There are limited exceptions to this workflow priority structure when paperwork or documentation directly impacts immediate in-office patient care delivery, compliance requirements, or urgent operational needs.

Administrative & Operational Responsibilities

Additional responsibilities may include:

Moving scanned documents from intake/scanning folders into the appropriate patient accounts and records
Auditing patient records for accuracy, completeness, organization, and compliance
Data entry and tracking related to operational statistics and practice metrics
Assisting with records requests and related documentation workflows
Light scribing and documentation support as needed
Monitoring accounts based on defined criteria and alerting leadership to potential concerns
Limited payment processing within strict office guidelines
Supporting additional administrative and operational needs of the team as the practice continues to grow
Software & Experience Requirements

Ideal candidates should already be comfortable with:

HIPAA awareness and handling sensitive patient information appropriately
Microsoft Office and Microsoft 365 platforms
Moderate to heavy Microsoft Excel usage
Microsoft Teams communication workflows
SharePoint-based document organization and collaboration
Softphone systems and high-volume communication handling
Scheduling software and calendar management systems
Fast-paced healthcare or customer-service communication environments

Healthcare experience is strongly preferred. Experience in chiropractic, medical, dental, physical therapy, or related healthcare offices is highly valued.