Patient Experience Concierge

OrthoAtlanta, LLC; Austell (GA); On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

Front-desk leadership

Fast-paced medical office setting

Patient-centered teamwork

Job summary

OrthoAtlanta, LLC in Austell, GA is seeking a Patient Experience Concierge to warmly welcome patients, guide them through check-in and check-out, and ensure a smooth front-desk workflow in a fast-paced medical office.

You will verify insurance, schedule appointments, collect payments, and coordinate follow-ups while upholding HIPAA and OSHA standards. The role emphasizes clear communication, teamwork with clinicians, and a patient-centered approach in a busy environment.

Qualifications

• 2+ years in front-line guest, patient, or member service with measured standards.
• Experience with a structured service recovery process.
• Proficiency with EMR and practice management software; training provided.
• Professional presence with calm, warm composure under pressure.
• Fluent English; a second language is a strong plus.

Responsibilities

• Welcome patients and visitors with professionalism, warmth, and personalized attention.
• Check-in/check-out, verify insurance, schedule appointments, and collect payments.
• Communicate wait times and proactively update patients on delays.
• Coordinate follow-up appointments, referrals, imaging, or therapy as directed.
• Maintain HIPAA-compliant patient information in the EMR and keep reception areas welcoming.

Skills

Front desk experience

Professional communication

EMR software familiarity

Customer service excellence

Bilingual or multilingual (English + 2

Education

High school diploma or equivalent

Job description

Locations:A ustell
Schedule: Full-time Hourly, On-site
Compensation: Competitive hourly rate + benefits
Perks: Front-desk leadership, fast-paced medical office setting, patient-centered teamwork

About OrthoAtlanta

Become part of OrthoAtlanta, one of the largest independent physician-owned orthopedic and sports medicine practice in Georgia and contribute to our mission of providing comprehensive orthopedic care. At OrthoAtlanta, you'll be an integral member of a dedicated team of Healthcare Professionals committed to enhancing our patients' quality of life. We offer diverse career paths for talented individuals seeking professional growth and development within a supportive and rewarding work environment where your contributions will make a significant impact.

What You’ll Do

As a Patient Experience Concierge at OrthoAtlanta, you’ll:

• Welcome patients and visitors with professionalism, warmth, and personalized attention.
• Remain visible and accessible throughout the workday to answer questions, anticipate patient needs, and provide assistance.
• Complete patient check-in and check-out, including registration, insurance verification, consent updates, appointment scheduling, and payment collection.
• Communicate wait times and proactively update patients regarding delays.
• Coordinate follow-up appointments, referrals, imaging, therapy, and other next steps as directed by the care team.
• Maintain accurate patient and encounter information in the electronic medical record.
• Address patient concerns and assist with service recovery within the scope of the position.
• Maintain clean, organized, stocked, and welcoming reception and waiting areas.
• Protect patient confidentiality and follow all HIPAA, OSHA, and corporate compliance requirements.
• Support daily front-office operations and collaborate with clinical and administrative team members to keep patient care moving efficiently.
• Thrive in a fast-paced, people-facing role
• Communicate clearly and compassionately with patients and staff
• Juggle multiple responsibilities with poise and attention to detail
• Love organizing tasks and solving front-desk challenges
• Work independently while being a strong team player

What You’ll Need

• Two (2) or more years in a front-line guest, patient, or member service role with measured service standards (e.g., hospitality, private banking, concierge medicine, premium retail, or airline premium cabin).
• Demonstrated experience with a structured service recovery process.
• Aptitude for electronic medical record (EMR) and practice management software; specific platform training will be provided.
• Professional presence with calm, warm composure under pressure.
• Fluent spoken and written English; a second language is a strong plus.
• High school diploma or equivalent.

Preferred Experience

• Prior front desk experience at a 4 or 5-star hotel, private club, or concierge medical practice.
• Familiarity with insurance verification and prior authorization workflows.
• Current HIPAA training certification.

Physical Demands and Work Environment

The Patient Experience Concierge position requires prolonged standing as an essential job function. The employee is expected to remain on their feet for the majority of the scheduled workday while providing direct patient service, monitoring patient flow, and maintaining a visible presence in patient-facing areas. Frequent walking throughout the facility is also required. These physical requirements are fundamental to the hospitality-based service model of the position.

Why OrthoAtlanta?

• Work with a collaborative clinical team in a respected practice
• Opportunity to grow within a dynamic healthcare setting
• Make a meaningful impact on patient experience every day