Medical Concierge Manager

About the Role

The Medical Concierge Manager serves as the primary leader of an exceptional, patient-centric journey. He/She is responsible for eliminating barriers to care, providing seamless, meticulous service, and ensuring every patient and their family feels supported, informed, and valued from initial inquiry through treatment and feedback where appropriate.

Scope of Work

The scope of the Medical Concierge Manager's work encompasses the entire patient lifecycle, with a focus on non-clinical support:

• Pre-Visit: Engagement from first inquiry, providing information, building trust, and coordinating the initial appointment logistics.
• During Visit: Welcoming the patient, ensuring a smooth on-site experience, managing day-of-schedule changes, and providing ongoing logistical support.
• Post-Visit: Conducting follow-up calls to ensure understanding of discharge instructions, coordinating follow-up appointments, and addressing any outstanding non-clinical concerns.
• Strategic Contribution: Influencing departmental strategy by providing data-driven insights into patient needs and service gaps.

The Concierge Manager does not provide medical advice, diagnose conditions, or interpret clinical results. All clinical decisions and communications must be handled by licensed healthcare professionals. This role does not have authority to set or adjust clinical policies or pricing.

Responsibilities:

Patient Journey Management & Service Delivery

• Initial Contact & Triage: Serve as the first point of contact for all new patient inquiries, providing a warm, knowledgeable, and reassuring introduction to the facility.
• Appointment & Pathway Coordination: Proactively manage and schedule the entire patient care pathway, including specialist consultations, diagnostic imaging, laboratory tests, and treatment sessions, ensuring optimal sequencing and minimal wait times.
• Information Hub: Act as a trusted resource, providing clear, accurate, and empathetic information about medical services, procedures, physician profiles, and facility amenities.
• Actively identify and resolve obstacles to care by coordinating non-clinical support services, including:
• Travel & Logistics: Arranging airport transfers, local transportation, and hotel accommodations.
• Linguistic Services: Scheduling professional interpreter services for non-native speakers.
• Special Needs: Assisting with accessibility, dietary requirements, or other personal needs.

System Navigation & Advocacy

• Healthcare and Payor System Guide: Simplify the complexity of the healthcare and insurance system for patients, explaining processes, departments, and what to expect at each stage.
• Liaison Role: Act as the primary communication bridge between patients and clinical/administrative staff (doctors, nurses, cancer care navigators, PSOs, business office) facilitating clear information flow.
• Escalation Management: Identify clinically or emotionally complex situations and escalate them promptly and appropriately to clinical leadership and/ or cancer care navigators.

Team Leadership & Operational Excellence

• Team Supervision: Lead, mentor, and schedule a team of Concierge Coordinators.
• Training & Development: Develop and deliver ongoing training programs for the concierge team on empathy, service excellence, system navigation, and product knowledge (services, physicians, etc.).
• Process Improvement: Continuously analyze patient feedback and workflow data to identify opportunities for improving the patient experience, streamlining access, and enhancing operational efficiency.
• Quality Assurance: Monitor patient interactions (calls, emails) to ensure service standards for sensitivity, professionalism, and accuracy are consistently met.

Administrative & Technological Proficiency

• Record Keeping: Maintain meticulous and confidential records of all patient interactions, requests, and resolutions in the designated Customer Relationship Management (CRM) or Electronic Medical Record (EMR) system.
• Reporting: Generate regular reports on key performance indicators (KPIs) such as patient satisfaction scores, inquiry volume, response times, and common service requests.
• Feedback Loop: Formalize the process for collecting and channeling patient feedback to relevant departments for service improvement.

Requirements:

• Bachelor's degree in Healthcare Administration, Business, Communications, or a related field.
• At least 5 years in a patient-facing, customer service, or concierge role within a healthcare setting (hospital, large clinic, private practice).
• At least 2 years in a supervisory or team lead capacity.
• Superior verbal and written skills, with the ability to convey complex information with empathy and clarity.
• High degree of sensitivity, patience, and tact when dealing with individuals in stressful situations.
• Strong skills with CRM, EHR, and Microsoft Office Suite.
• Unwavering commitment to patient confidentiality and HIPAA compliance.