Lead Patient Care Concierge

Claremedica; Orlando (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Claremedica in Orlando, FL, is seeking a Lead Patient Care Concierge to oversee the front office in a fast-paced primary care setting. You will guide the front desk team, coordinate scheduling, and serve as the liaison between the front office and clinical staff to ensure smooth patient flow and satisfaction.

Responsibilities include greeting patients, handling check-in/out, verifying insurance, collecting payments, and mentoring staff.

Qualifications

• High school diploma or equivalent required.
• 2+ years of front office or customer service experience in a medical setting.
• Previous lead/supervisory experience preferred.
• Strong organizational, communication, and leadership skills.
• Proficiency with Microsoft Office and EMR systems.
• Knowledge of medical terminology and front desk processes.
• Ability to multitask and stay calm in a fast-paced environment.
• Bilingual preferred (English/Spanish or English/Creole).

Responsibilities

• Greet patients and manage check-in/check-out, scheduling, insurance verification, and payment collection.
• Provide leadership and support to front desk team; handle escalated issues.
• Train, mentor, and onboard new Patient Care Concierges.
• Monitor front desk workflows for accuracy and compliance with protocols.
• Collaborate with clinical and administrative teams to improve patient flow.
• Manage schedules to ensure adequate coverage during hours of operation.
• Monitor office supplies and coordinate restocking.
• Support patient satisfaction initiatives and HIPAA compliance.
• Provide feedback to Practice Manager on operational challenges.

Skills

Leadership

Communication

Customer service

Front desk operations

Bilingual (English/Spanish or English/

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

EMR systems

Job description

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.

From clinical excellence to unparalleled administrative support and beyond, we’re working together to help seniors live happier, healthier, fuller lives.

That kind of teamwork and passion for excelling can only exist in a workplace that fosters employees’ growth and wellness and where their full potential and value are realized.

At Claremedica, we’re excited about great people like you. We’re even more excited to support you with the resources, training, benefits, competitive compensation, and more to help you thrive and succeed in our communities.

Opportunity awaits – welcome to Claremedica.

Essential Functions

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. In addition to handling standard front desk duties, the Lead Patient Care Concierge provides guidance and oversight to Patient Care Concierges, supports scheduling coordination, and serves as the key liaison between the front office and clinical staff. This role is essential in promoting operational excellence, patient satisfaction, and team effectiveness in a fast-paced primary care setting.

Duties And 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.

Supervisory Responsibilities

This position does not have supervisory responsibilities, but does provide guidance and peer leadership.

Qualifications

• 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.

Physical Demands

• 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.

Work Environment

The noise level in the work environment is usually moderate.

Travel

Local travel between care centers may be required for coverage.

Safety Hazard of the Job

Minimal hazards.