Lead Patient Care Concierge

Claremedica; Orlando (FL); On-site; USD 36,000 - 60,000; Full time

Job summary

Claremedica seeks a Lead Patient Care Concierge to serve as the senior front office representative in a fast-paced primary care setting, ensuring a warm, professional environment while overseeing daily operations.

You will lead the front desk team, coordinate scheduling, verify insurance, and collect payments, mentoring peers and liaising with clinical staff to optimize patient flow and satisfaction.

Qualifications

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

Responsibilities

• Greet patients and manage check-in/check-out, scheduling, insurance verification, and payment collection.
• Provide leadership and support to front desk team; be the first contact for escalated issues.
• Train, mentor, and assist with onboarding of new Patient Care Concierges.
• Monitor front desk workflows for consistency and adherence to protocols.
• Collaborate with clinical and administrative teams to support patient flow coordination.
• Assist with scheduling coverage for front desk staff.
• Monitor inventory and restocking as needed.
• Support patient satisfaction initiatives and resolve service concerns.
• Provide feedback to Practice Manager on operational challenges.
• Ensure HIPAA compliance and patient confidentiality.

Skills

Leadership

Communication

Organizational skills

EMR proficiency

Microsoft Office

Medical terminology

Multitasking

Bilingual (preferred)

Education

High school diploma or equivalent

Tools

Microsoft Office

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

Qualifications/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.

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.