Medical Concierge - Mens Wellness Centers

Position Summary

The Medical Concierge serves as the first point of contact for prospective and existing members and is responsible for creating an exceptional, concierge-level experience throughout every clinic visit.

This position supports clinic operations through appointment coordination, patient communications, records management, care coordination, front desk management, patient flow coordination, facility organization, inventory support, and administrative assistance.

The Medical Concierge plays a critical role in ensuring members feel welcomed, valued, comfortable, and supported while maintaining a professional, organized, and efficient clinic environment. This position helps deliver the concierge-level experience that distinguishes Men's Wellness Centers from traditional healthcare settings and contributes directly to member satisfaction, retention, and overall clinic success.

Front Desk & Member Experience

• Greet patients, members, visitors, and vendors in a professional and welcoming manner.
• Create a positive first impression and maintain a concierge-level experience.
• Check patients in and out for appointments and treatments.
• Verify patient information and maintain accurate records.
• Answer incoming telephone calls and respond to inquiries professionally.
• Assist members with questions regarding appointments, services, and clinic procedures.
• Manage member communications through phone, text, email, and other approved communication platforms.

Concierge Member Experience

• Ensure every patient, member, and guest is welcomed promptly, professionally, and warmly upon arrival.
• Create a comfortable, professional, hospitality-focused environment consistent with the Men's Wellness Centers concierge care model.
• Anticipate member needs and proactively identify opportunities to enhance the patient experience.
• Monitor reception and waiting areas to ensure members remain informed, comfortable, and attended to throughout their visit.
• Offer refreshments, educational materials, and other amenities in accordance with clinic standards.
• Assist in addressing concerns, delays, or service issues to maintain a positive member experience.
• Build rapport and establish trusted relationships with members and their guests.
• Support a culture of hospitality, professionalism, discretion, and personalized service.
• Ensure each member leaves the clinic feeling valued, informed, and cared for.
• Help ensure every patient experience reflects the hospitality, responsiveness, professionalism, and personalized attention expected in a concierge healthcare practice

Own the waiting room, telephonic, first-impression, last-impression experience until handoff to and return from the clinical team

Appointment Coordination & Scheduling

• Coordinate patient appointments, consultations, follow-up visits, laboratory appointments, and treatments.
• Confirm appointments and manage scheduling changes.
• Conduct appointment reminder and recall activities.
• Assist with provider schedule management and clinic calendar coordination.
• Help optimize provider schedules and clinic capacity.
• Monitor daily appointment activity and proactively address scheduling conflicts.

Patient Flow Coordination

• Coordinate patient movement throughout the clinic to ensure efficient operations.
• Communicate with providers, nursing staff, and Patient Care Coordinators regarding patient status and scheduling needs.
• Assist in maintaining efficient patient flow and minimizing wait times.
• Monitor waiting areas and ensure members are updated regarding delays or scheduling changes.
• Support a seamless member experience from arrival through departure.

Records Management & Care Coordination

• Assist patients in completing intake forms, consent forms, medical history questionnaires, financing documentation, and other required paperwork.
• Obtain, receive, review, and upload patient-supplied medical records, laboratory results, pharmacy records, imaging reports, and other clinical documentation into the Electronic Medical Record (EMR).
• Coordinate requests for medical records and documentation from outside providers, pharmacies, laboratories, imaging centers, and healthcare facilities.
• Facilitate communication and information exchange between Men's Wellness Centers and external healthcare providers, specialists, pharmacies, and healthcare organizations as directed.
• Track outstanding records requests and follow up to ensure timely receipt of required documentation.
• Ensure medical records and patient documentation are accurately indexed, organized, and maintained within company systems.
• Support continuity of care by assisting with information gathering and coordination activities before and after patient appointments.
• Maintain confidentiality and compliance with HIPAA and all applicable privacy regulations.

Administrative Support

• Maintain accurate documentation within the EMR, scheduling system, CRM, communication platforms, and other company technology systems.
• Assist patients with completion of required forms, consents, questionnaires, and documentation.
• Process incoming medical records, laboratory reports, pharmacy communications, referrals, and other clinical correspondence.
• Route documentation and communications to providers, nursing staff, and Patient Care Coordinators as appropriate.
• Assist with patient communications regarding appointments, records requests, laboratory orders, prescription coordination, and treatment follow-up activities.
• Support operational workflows that ensure accurate and timely information exchange between patients, providers, and external healthcare organizations.

Clinic Appearance & Facility Readiness

• Ensure waiting areas, reception areas, consultation rooms, and common areas remain clean, organized, professional, and welcoming throughout the day.
• Maintain presentation standards consistent with the Men's Wellness Centers brand and member experience expectations.
• Monitor office supplies, refreshments, educational materials, and member amenities.
• Restock public-facing supplies and materials as needed.
• Report facility maintenance issues or operational concerns promptly.

Inventory & Operational Support

• Assist with monitoring office supply inventories.
• Support ordering, receiving, stocking, and organizing office supplies and non-clinical inventory.
• Maintain organized storage and supply areas.
• Assist with clinic opening and closing procedures.
• Support special projects, clinic events, and promotional activities as assigned.

Additional Duties

Men's Wellness Centers operates in a collaborative team environment. Employees may be assigned responsibilities outside of their primary duties based upon clinic needs, staffing requirements, patient volume, business demands, or organizational growth initiatives.

Nothing in this job description limits management's right to assign or reassign duties and responsibilities as business needs dictate.

Performance Standards

• Delivery of concierge-level member experience.
• Patient satisfaction and service excellence.
• Appointment scheduling accuracy.
• Appointment confirmation and attendance rates.
• Patient flow efficiency.
• Timeliness and accuracy of records acquisition.
• Completeness and accuracy of EMR documentation.
• Effectiveness of provider and patient communication.
• Timeliness of records processing and information exchange.
• Reception and waiting area presentation.
• Responsiveness to member needs and requests.
• Member feedback and online reviews.
• Attendance and reliability.
• Teamwork and professionalism.
• Inventory and supply management.

Required Qualifications

• High School Diploma or equivalent.
• Excellent customer service and interpersonal skills.
• Professional appearance and demeanor.
• Strong communication skills, both verbal and written.
• Strong organizational and multitasking abilities.
• Proficiency with computer systems and office technology.
• Ability to learn and utilize EMR, scheduling, CRM, and communication platforms.
• Ability to work effectively in a fast-paced healthcare environment.

Preferred Qualifications

• Experience in medical reception, hospitality, concierge services, customer service, wellness, or healthcare settings.
• Experience with appointment scheduling and patient communications.
• Experience obtaining medical records and coordinating healthcare documentation.
• Experience working with EMR systems and electronic document management.
• Experience communicating with physician offices, pharmacies, laboratories, imaging centers, and other healthcare organizations.
• Understanding of HIPAA, patient privacy, and healthcare documentation requirements.
• Demonstrated passion for hospitality, customer service, concierge care, or luxury service environments.
• Ability to make patients feel welcomed, comfortable, and valued throughout every interaction.
• Experience delivering exceptional customer experiences in healthcare, hospitality, fitness, wellness, luxury retail, or service-oriented environments.

Pay: $21.00 - $27.00 per hour

Benefits

• Dental insurance
• Employee discount
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person