Patient Experience Concierge

Medaesthetics; Chattanooga (TN); On-site; USD 36,000 - 54,000; Full time

Job summary

Medaesthetics in Chattanooga, TN is seeking a patient concierge who guides leads from initial inquiry through consultation with empathy and clear communication. The role emphasizes exceptional service, cross‑department collaboration, and accurate data management.

You will qualify leads, discuss financing options, coordinate medical clearance, and maintain thorough notes in our CRM and EHR systems while supporting patients with referrals and concierge services.

Qualifications

• Experience in medical, hospitality, or high-touch customer service.
• Excellent verbal and written communication skills.
• Ability to multitask and stay organized in a fast-paced environment.
• Proficient in CRM systems and EMR systems.
• Comfortable discussing financing options with patients.

Responsibilities

• Qualify incoming leads and guide them through the initial inquiry process.
• Offer financing options and assist in navigating available financial resources.
• Coordinate medical clearance and ensure all necessary documentation is gathered and accurate.
• Build strong rapport with leads and potential patients as a trusted contact.
• Provide concierge-level service, including referrals for accommodations, transportation, and referrals to surgeons as needed.
• Maintain written and verbal communication via phone, email, and text in a timely, professional manner.
• Enter and maintain detailed notes in CRM and EHR systems.
• Master and utilize Lead Loop for lead tracking and management.
• Report issues or concerns promptly to the Practice Manager.
• Collaborate with physicians, front desk, and surgical coordinators to stay aligned.
• Deliver high-level customer service and be the personal touch for Southern Surgical Arts.
• Ensure accurate data tracking and contribute to reporting.

Skills

Customer service

Interpersonal skills

Communication skills

Multitasking

CRM systems

EMR systems

Attention to detail

Financial option discussion

Tools

Lead Loop

Job description

Job Details

Job Location: CHATTANOOGA, TN 37408

Position Type: Full Time

Position Summary

This role is central to the patient's journey, providing an exceptional experience through clear communication, thoughtful guidance, and personalized support. The ideal candidate will demonstrate outstanding customer service, an ability to multitask across departments, and a commitment to supporting patients from initial contact through the consultation process and beyond.

Key Responsibilities

• Qualify incoming leads and guide them through the initial inquiry process.
• Offer financing options and assist in navigating available financial resources.
• Coordinate medical clearance and ensure all necessary documentation is gathered and accurate.
• Build strong rapport with leads and potential patients, acting as a trusted and empathetic point of contact.
• Provide concierge-level service, including referrals for accommodations, transportation, and, when needed, to other qualified surgeons in the area.
• Maintain excellent written and verbal communication via phone, email, and text messages in a timely and professional manner.
• Accurately enter and maintain detailed notes and memos in patient charts within our CRM and EHR systems.
• Master and consistently utilize Lead Loop (our lead tracking and management system).
• Report any issues or concerns promptly to the Practice Manager.
• Collaborate and communicate effectively with all internal departments, including physicians, front desk, and surgical coordinators (“closers”).
• Deliver high-level customer service and serve as the personal touch that sets Southern Surgical Arts apart.
• Ensure accurate data tracking and contribute to reporting as needed.
• Stay educated on practice resources and policies to appropriately support patient questions and needs.

Qualifications

• Previous experience in a medical, hospitality, or high-touch customer service role preferred.
• Strong interpersonal skills and a warm, engaging personality.
• Excellent verbal and written communication skills.
• Proven ability to multitask and maintain organization in a fast-paced environment.
• Proficient in CRM systems, preferably Lead Loop, and electronic medical record (EMR) systems.
• Ability to gather, manage, and accurately document detailed patient information.
• Comfortable discussing financial options with patients.
• Professional demeanor and tone at all times.
• Strong problem-solving skills and proactive attitude.