Patient Experience Representative - Front Desk & Concierge

Description

ABOUT THE STEADMAN CLINIC

Join The Steadman Clinic Team and embark on a rewarding career where you can make a life-changing, and often life-saving, impact on the lives of professional athletes and community members alike. Here, you won't just be part of a world-renowned orthopedic team; you’ll play a vital role in delivering exceptional, patient-centered care that transforms lives. You'll also be surrounded by the stunning mountain communities that are home to our clinics, allowing you to enjoy a unique lifestyle that balances professional growth with outdoor adventure and the rewarding experience of making a positive difference in people's lives. This is more than a job; it’s an opportunity to blend your professional passion with an extraordinary lifestyle in the heart of the Rockies. Come be part of something truly special!

POSITION DETAILS

Job Title: Patient Experience Representative - Front Desk & Concierge

Status: Full-time, year-round; Benefits Eligible

Classification: Non-Exempt - Hourly

Location: Vail, CO - this role requires you to be onsite

Schedule: Monday - Friday; shift dependent on business needs

Pay Range: The hiring pay range for this position is $24.00/hour - 26.00/hour and is dependent on experience. Entry pay will increase from this minimum based on health care or applicable customer service experience.

POSITION OVERVIEW

The Patient Experience Representative - Front Desk & Concierge  is responsible for delivering a welcoming, efficient, and patient-centered experience by supporting both Front Desk Patient Representative and Patient Experience Concierge functions. Responsibilities are divided between these two areas based on operational needs and assigned schedules, allowing the employee to provide both administrative support and personalized patient service throughout the care experience.

This role requires exceptional customer service, professionalism, strong communication and organizational skills, adaptability, and the ability to effectively prioritize responsibilities while working collaboratively with patients, providers, and interdisciplinary teams. Employees perform work within established guidelines and procedures while exercising independent judgment in routine situations.

CORE RESPONSIBILITIES

• Provide exceptional customer service while creating a welcoming, professional, and patient-centered environment.
• Communicate effectively with patients, visitors, providers, and other departments to support efficient clinic operations.
• Demonstrate flexibility by providing cross-coverage at other clinic locations and adjusting work schedules based on business needs, including overtime or modified schedules as necessary.
• Assist with training and onboarding new employees as knowledge and expertise are gained.
• Maintain the organization and appearance of patient-facing areas to ensure a positive patient experience.
• Demonstrate knowledge and understanding of patient privacy rights and maintain confidentiality of all medical, financial, and other sensitive information in accordance with organizational policies.
• Access and use the minimum necessary patient information required to perform assigned job responsibilities.
• Maintain a personal commitment to The Steadman Clinic mission and values.
• Follow policies and procedures as established in the Employee Handbook.
• Attend required staff meetings and training.
• Perform other duties as assigned, including providing coverage for other clinic locations and front desk operations.

Front Desk Patient Representative Responsibilities

• Greet patients and visitors in a friendly, professional, and helpful manner.
• Complete patient check-in and check-out processes, ensuring registrations, required documentation, demographic information, insurance cards, and identification are current and accurately maintained.
• Schedule follow-up appointments and assist patients with routine questions or concerns.
• Answer incoming telephone calls, direct calls appropriately, and respond to clinic messages and correspondence, including email, voicemail, mail, and facsimiles.
• Collect copayments, outstanding balances, and private pay amounts; establish payment plans as appropriate.
• Process patient payments, reconcile daily receipts, balance cash drawers, prepare deposits, and report discrepancies according to established procedures.
• Prepare for upcoming clinic schedules by reviewing patient accounts for required paperwork, registration updates, balances, and copayment collection.
• Maintain reception areas by ensuring waiting rooms are clean, organized, stocked with refreshments, and supplied with appropriate patient materials and business cards.

Patient Experience Concierge Responsibilities

• Welcome patients and family members in a professional, friendly, and upbeat manner while serving as a resource throughout their visit.
• Assist patients and guests by answering questions, providing facility navigation, and helping ensure a comfortable experience, including escorting VIP patients as appropriate.
• Coordinate patient itineraries and provide recommendations for lodging, transportation, restaurants, entertainment, activities, home care services, and other community resources.
• Develop and maintain professional relationships with local vendors and service providers to support patient needs.
• Resolve patient concerns with empathy, professionalism, and proactive problem-solving.
• Communicate and collaborate with clinical staff, front office teams, and external partners to coordinate patient services.
• Assist with front desk coverage, patient check-out, appointment scheduling, and other operational support as needed.
• Maintain assigned patient experience metrics and identify trends to support service excellence initiatives.

Requirements

MINIMUM QUALIFICATIONS

• High school diploma or GED required; Bachelor's degree preferred.
• Minimum 2 years of experience in a medical front office, patient access, customer service, hospitality, travel, concierge, or a related service-focused environment required; experience in an orthopedic or specialty medical practice preferred.
• Knowledge of medical registration processes and medical insurance billing preferred.
• Proficiency with Microsoft Office applications, including Outlook, required.
• Ability to communicate effectively in English, both verbally and in writing.
• Excellent customer service, interpersonal, and communication skills, with the ability to interact professionally and compassionately with patients, visitors, providers, and colleagues.
• Demonstrated ability to manage multiple priorities, work effectively in a fast-paced environment, and adapt to frequent interruptions while maintaining attention to detail.
• Self-motivated, organized, and dependable with the ability to exercise sound judgment and work independently within established procedures.
• Professional, courteous telephone and interpersonal manner with the ability to effectively manage difficult or frustrated individuals while maintaining exceptional service.
• Ability to handle confidential and sensitive information with discretion and maintain compliance with patient privacy requirements.
• Demonstrated ability to work collaboratively as a positive, productive member of a team while maintaining professional relationships with The Steadman Clinic, Steadman Philippon Research Institute, hospital personnel, patients, and community partners.
• Demonstrates flexibility, enthusiasm, professionalism, and a commitment to delivering exceptional patient experiences.

MPLOYEE BENEFITS:

We support our employees and their families with a robust, comprehensive benefits package to ensure life in the mountains doesn’t come with compromise. Come work with us to enhance your career and thrive in our mountain communities. Benefits eligible employees receive the following:

• Health, Dental and Vision Insurance with generous premium subsidies for you and your family.
• 401(k) Retirement with a Safe Harbor contribution amount equal to 4% of eligible compensation and discretionary profit-sharing contribution.
• Paid Holidays, PTO & STO! Staff receive 9 paid holidays annually. Employees can also earn up to 155 hours of PTO within their first year. In addition, employees accrue sick time of 1 hour per 30 hours worked, up to 48 hours / year.
• Leave Benefits: The Steadman Clinic covers the cost of paid family medical leave in Colorado, basic life and AD&D, short- and long-term disability.
• Discretionary Bonus Program and Wellness Benefit.
• Employee Assistance Program with confidential support from licensed professionals.
• Referral Program Incentive.

HOW TO APPLY: Applications will be accepted and reviewed on a rolling basis for 30 days from the date of posting. If the position remains vacant after this period, applications will continue to be accepted until the role is filled. Once the position is filled, the job posting will be removed. To apply, please submit your online application through the “Apply” link on this page. Applicants should include a resume and a brief cover letter.

We are an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.