Patient Service Representative - Concierge Medicine

CMPI Coastal Medical Physicians, Inc., d/b/a Brown Health Medical Group Primary Care; Cranston (RI); On-site; USD 25,000 - 41,000; Full time

Job summary

Brown University Health in Cranston, RI seeks a Patient Service Representative to be the first contact for concierge patients, delivering warm, professional, high-touch service and coordinating care access. This role supports scheduling, appointment coordination, referrals, and EMR maintenance, requiring strong customer service, organization, and communication skills in a fast-paced healthcare environment.

Experience in concierge medicine or private practice is valued; you will help with

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2–4 years of experience in a healthcare administrative, front desk, or customer service role.
• Experience in concierge medicine, private practice, or hospitality-driven environments preferred.

Responsibilities

• Serve as the primary front-facing representative for concierge patients via phone, email, text, and in-person interactions.
• Coordinate and manage provider schedules, including same-day and extended appointments, and confirm/adjust bookings.
• Facilitate referrals, diagnostic testing, and specialty appointments, and maintain EMR records.
• Support onboarding of new patients and assist with memberships, renewals, and program inquiries.

Skills

Customer service

Interpersonal skills

Organizational skills

Time management

Attention to detail

Multitasking

Verbal and written communication

EMR proficiency

Education

High school diploma

Associate degree preferred

Bachelor’s degree preferred

Tools

EMR systems

Office software

Job description

SUMMARY:

The Patient Service Representative is the first point of contact for patients and plays a critical role in delivering seamless, high-touch experience in a concierge care model. This role combines exceptional customer service with administrative excellence to support patient access, communication, and care coordinaton. The coordinator ensures every interaction reflects personalized, responsive, and elevated standard of care.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

Patient Experience & Frontline Support

Serve as the primary front-facing representative for concierge patients – via phone, email, text, and in-person interactions Deliver a warm, professional, and highly responsive “white glove” service experience Build rapport with patients and ensure they feel valued, known, and supported Manage incoming requests promptly and route appropriately when needed

Scheduling & Access Management

Coordinate and manage provider schedules, including same-day, urgent, and extended appointments Optimize scheduling to ensure efficiency while maintaining flexibility for concierge patient needs Confirm appointments, management cancllations, an d proactively fill schedule gaps Support coordination of home visits, virtual visits, and specialty services when applicable

Care Coordination & Administrative Support

Facilitate referrals, diagnostic testing, and specialty appointments Track and follow up on patient requests, orders, and outstanding items to ensure completion Assist with pre-visit planning and post-visit follow up communication Maintain accurate and up-to-date patient records in the electronic medical record (EMR)

Concierge Memebership Support

Support onboarding of new patients, including orientation to services and expectations Assist with membership agreements, renewals, and general program inquiries Educate patients on how to access and utilize concierge services effiectly Operational Excellence Maintain a polished, organized front office environment Ensure confidentiality and compliance with HIPAA and organizational policies Assist with administrative tasks such as document management, correspondence, and supply coordination Collaborate closely with clinical staff to ensure a seamless patient experience Performs other duties as assigned.

EDUCATION:

High school diploma or equivalent required; associate or bachelor’s degree preferred

EXPERIENCE:

2-4 years of experience in a healthcare administrative, front desk, or customer service role Experience in concierge medicine, private practice, or hospitality driven environments strongly preferred Exceptional customer service and interpersonal skills Strong organizational and time management abilities High attention to detail and accuracy Ability to multitask and prioritize in a fast-paced, high expectation environment Excellent verbal and written communication skills Proficiency with EMR systems and standard office technology

SUPERVISORY RESPONSIBILITY:

None.

Pay Range: $18.13-$29.90

EEO Statement: Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

LPG-Cranston-1500 Pontiac Ave - 1500 Pontiac Avenue Cranston, Rhode Island 02920

Work Type:

M-F, Days Work Shift: Variable Daily Hours: 8 hours Driving Required: No

As Rhode Island's largest health system and private employer, Brown University Health is the state's premier provider of health services and includes the only Level I Trauma Center for southeastern New England. Today, more than 20,000 people work at Brown University Health and bring their unique skills, experiences, and compassion to their jobs every day. Formed in 1994, Brown University Health is a not-for-profit health system based in Providence, RI comprising three teaching hospitals of The Warren Alpert Medical School of Brown University: Rhode Island Hospital and its Hasbro Children's; The Miriam Hospital; and Bradley Hospital, the nation’s first psychiatric hospital for children; Newport Hospital, Saint Anne's Hospital and Morton Hospital, community hospitals offering a broad range of health services; Gateway Healthcare, the state’s largest provider of community behavioral health care; and Brown Health Medical Group, the largest multi-specialty practice in Rhode Island. Brown University Health is an equal opportunity employer that values diversity of cultural background, race, gender, age, religion, identity, ability, and perspectives - we are actively committed to a diverse workforce that represents the patients and community that we serve. We are invested in creating a respectful, inclusive, and equitable environment that supports the holistic well-being of our employees and their families. Join us and help build a healthier future for our patients - and for yourself.

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