Concierge Patient Experience & Enrollment Manager
Primecare Of Coral Gables, Coral Gables, FL, United States
Core Responsibilities
Lead in-person and phone-based conversations with patients regarding concierge membership
Educate patients on membership structure, benefits, and expectations
Guide patients through common questions and concerns (e.g., insurance vs membership value)
Maintain ownership of all prospective patients until a clear outcome (enrolled or declined)
Meet defined enrollment and conversion targets
Maintain and actively manage a patient/prospect database
Track outreach attempts and conversion outcomes
Execute consistent follow-up workflows (calls, texts, in-person touchpoints)
Provide regular reporting on conversion rates
Patient Experience & Retention
Serve as primary point of contact for concierge patients during onboarding
Proactively follow up with new members to ensure satisfaction and retention
Address patient concerns with professionalism and urgency
Monitor and respond to patient feedback/reviews (per practice guidelines)
Support execution of in-office and digital patient outreach campaigns
Conduct direct outreach to targeted patient segments
Assist in local market awareness efforts and patient communication initiatives
Identify trends in patient feedback and recommend improvements
Front Desk & Workflow Leadership
Partner with front desk team to ensure consistent, high-quality patient communication
Train staff on concierge messaging and positioning
Help optimize patient flow and front office efficiency
Maintain a polished, professional office environment aligned with brand standards
Key Performance Indicators (KPIs)
Monthly concierge enrollments
Conversion rate (% of engaged patients enrolled)
Active pipeline size and follow-up adherence
Time-to-conversion
Responsiveness to patient inquiries
Ideal Candidate Profile
3–7+ years experience
Patient-facing healthcare role and/or high-touch sales (med spa, aesthetics, hospitality, membership-based services)
Experience managing client relationships, conversions, or retention
Familiarity with CRM systems preferred but not required
Skill Set
Strong consultative communication skills (confident, not pushy)
Ability to build trust quickly with a diverse patient population
Highly organized with strong follow-through
Comfortable managing multiple patient conversations simultaneously
Data-aware: able to track and act on pipeline metrics
Bilingual (English/Spanish) strongly preferred
#J-18808-Ljbffr
Lead in-person and phone-based conversations with patients regarding concierge membership
Educate patients on membership structure, benefits, and expectations
Guide patients through common questions and concerns (e.g., insurance vs membership value)
Maintain ownership of all prospective patients until a clear outcome (enrolled or declined)
Meet defined enrollment and conversion targets
Maintain and actively manage a patient/prospect database
Track outreach attempts and conversion outcomes
Execute consistent follow-up workflows (calls, texts, in-person touchpoints)
Provide regular reporting on conversion rates
Patient Experience & Retention
Serve as primary point of contact for concierge patients during onboarding
Proactively follow up with new members to ensure satisfaction and retention
Address patient concerns with professionalism and urgency
Monitor and respond to patient feedback/reviews (per practice guidelines)
Support execution of in-office and digital patient outreach campaigns
Conduct direct outreach to targeted patient segments
Assist in local market awareness efforts and patient communication initiatives
Identify trends in patient feedback and recommend improvements
Front Desk & Workflow Leadership
Partner with front desk team to ensure consistent, high-quality patient communication
Train staff on concierge messaging and positioning
Help optimize patient flow and front office efficiency
Maintain a polished, professional office environment aligned with brand standards
Key Performance Indicators (KPIs)
Monthly concierge enrollments
Conversion rate (% of engaged patients enrolled)
Active pipeline size and follow-up adherence
Time-to-conversion
Responsiveness to patient inquiries
Ideal Candidate Profile
3–7+ years experience
Patient-facing healthcare role and/or high-touch sales (med spa, aesthetics, hospitality, membership-based services)
Experience managing client relationships, conversions, or retention
Familiarity with CRM systems preferred but not required
Skill Set
Strong consultative communication skills (confident, not pushy)
Ability to build trust quickly with a diverse patient population
Highly organized with strong follow-through
Comfortable managing multiple patient conversations simultaneously
Data-aware: able to track and act on pipeline metrics
Bilingual (English/Spanish) strongly preferred
#J-18808-Ljbffr