Patient Experience Concierge- Front Desk

OrthoAtlanta; Stockbridge (GA); On-site; USD 51,577,000 - 71,635,000; Full time

Benefits offered by this job

Front-desk leadership

Fast-paced medical office setting

Patient-centered teamwork

Job summary

OrthoAtlanta in Stockbridge, GA seeks a Patient Experience Concierge to deliver hospitality-forward front desk support and patient care coordination. You will handle check-in/check-out, insurance verification, registrations, and payments in a fast-paced medical office, while maintaining accurate EMR records and HIPAA compliance.

The role emphasizes welcoming patients, answering questions, and coordinating follow-up steps with the care team to ensure a smooth patient experience and efficient

Qualifications

• Two (2) or more years in a front-line guest, patient, or member service role with measured service standards.
• 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.

Responsibilities

• Welcome patients and visitors with professionalism, warmth, and personalized attention.
• Remain visible and accessible throughout the workday to answer questions and assist.
• Complete patient check-in and check-out, including registration, insurance verification, and payment collection.
• Communicate wait times and proactively update patients regarding delays.
• Coordinate follow-up appointments and referrals as directed by the care team.
• Maintain accurate patient information in the EMR and ensure HIPAA compliance.

Skills

Customer service

Front-desk experience

HIPAA compliance

Communication skills

Education

High school diploma or equivalent

Tools

EMR software

Job description

Patient Experience Concierge- Front Desk

Locations: Stockbridge, GA
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.

The Patient Experience Concierge creates a welcoming, hospitality-driven experience for every patient from arrival to departure. This role combines exceptional customer service with front-office responsibilities, including scheduling, registration, insurance verification, financial transactions, EMR documentation, and patient flow coordination. The Concierge ensures accurate records, efficient operations, seamless communication, and compliance with HIPAA and all applicable regulations while supporting a positive patient experience and the overall success of the practice. This position is designed as a patient-facing, standing workstation role. The Concierge is expected to perform the majority of essential job functions while standing and moving throughout the reception and patient-facing areas of the practice. Frequent walking, prolonged standing, and active presence in patient areas are essential components of delivering the expected hospitality-focused patient experience.

What You'll Do

• 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