Position Summary
The Patient Concierge & Sales Support Specialist serves as the first point of contact for prospective patients and the operational support hub for the Sales Department. Their primary responsibility is ensuring every new inquiry receives an immediate response, every patient relates to the appropriate Patient Care Coordinator, and no sales opportunity is lost due to delayed communication or lack of follow-up.
This role combines exceptional customer service with strong organizational and technology skills. Success requires urgency, attention to detail, and the ability to manage a high volume of patient interactions across multiple communication channels while supporting the sales team throughout the patient journey.
In addition to supporting the Sales Department, this position plays an important role in maintaining a seamless patient experience across the practice. The Patient Concierge & Sales Support Specialist demonstrates flexibility by providing cross-functional operational support when needed, helping ensure uninterrupted service and exceptional patient care during periods of increased demand or team coverage.
Key Responsibilities
- Respond to all new patient inquiries via phone, text message, email, live chat, and CRM messaging within 3 minutes whenever possible.
- Manage a high volume of patient communications, including approximately 50–80 inbound and outbound phone calls and 30–60 text, email, and messaging conversations each workday.
- Answer inbound calls and proactively contact prospective patients to provide timely assistance and guide them toward scheduling a consultation.
- Qualify patient inquiries and determine the appropriate next step by:
- Answering general questions.
- Scheduling or assisting with phone evaluations.
- Connecting patients with their assigned Patient Care Coordinator.
- Assigning new inquiries to the appropriate coordinator.
- Route incoming leads quickly and accurately to maximize conversion opportunities.
- Support Patient Care Coordinators by actively managing portions of the sales pipeline, preparing follow-up communications, and assisting with scheduling consultations and phone evaluations.
- Monitor lead activity daily to ensure no patient inquiry, follow-up, or sales opportunity goes unanswered.
- Maintain accurate and detailed documentation within Go High Level CRM and the practice's Electronic Health Record (EHR).
- Navigate multiple technology platforms efficiently while ensuring patient information is updated in real time.
- Collaborate closely with the Sales Manager and Patient Care Coordinators to improve responsiveness, workflow, and the overall patient experience.
- Provide cross-functional patient support as needed to help maintain a seamless patient experience across the practice.
- Assist with essential patient-facing responsibilities during periods of increased volume, team coverage, lunch breaks, PTO, or other operational needs.
- Demonstrate flexibility by supporting shared operational workflows that contribute to exceptional service, efficient operations, and a collaborative team environment.
Qualifications
- Previous experience in customer service, patient coordination, sales support, hospitality, or a high-volume call center environment.
- Comfortable managing a large volume of phone calls while simultaneously responding to text messages, emails, and CRM communications.
- Experience using CRM software (Go High Level experience preferred) and electronic scheduling or medical record systems.
- Strong computer proficiency with the ability to quickly navigate multiple software platforms simultaneously.
- Excellent verbal and written communication skills.
- Exceptional organizational and time-management abilities.
- Detail-oriented with excellent follow-through.
- Positive, adaptable, and team-oriented attitude with a passion for delivering outstanding patient experiences.
- Ability to thrive in a fast-paced, collaborative environment where priorities may shift throughout the day.
Key Performance Indicators (KPIs)
Performance will be measured by:
- Average first response time to new patient inquiries (goal: under 3 minutes).
- Percentage of inquiries responded to within established service-level expectations.
- Messaging inbox maintained at or near Inbox Zero throughout the day.
- Daily call activity (approximately 50–80 calls completed or managed).
- Daily message management (approximately 30–60 text, email, and CRM conversations responded to).
- Number of qualified phone evaluations and consultations scheduled.
- Speed and accuracy of lead routing and coordinator assignments.
- Number of pipeline tasks completed in support of Patient Care Coordinators.
- Reduction in overdue follow-ups and inactive leads.
- CRM/EHR documentation accuracy and completeness.
- Patient satisfaction and responsiveness feedback.
- Willingness to contribute to cross-functional operational support while maintaining exceptional service standards.
Pay: $20.00 - $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 1 year (Preferred)
- Medical terminology: 1 year (Preferred)
- Computer skills: 1 year (Preferred)
Language:
- English and Spanish (bilingual) (Required)
Work Location: In person
