Concierge/Patient Engagement Specialist in San Francisco, California at Wayward Medical Management Inc

POSITION SUMMARY
The Concierge is one of the first points of contact for prospective and existing patients of a Northern California gender-affirming surgical practice and is responsible for guiding patients through the initial stages of their patient journey. The role manages incoming and outgoing patient communications, schedules consultations, collects required demographic, insurance, and clinical information, and ensures patients understand their next steps. The Concierge works closely with clinical, scheduling, and billing departments and providers to ensure patients receive timely, accurate, and compassionate support, and is accountable for delivering a respectful, inclusive, and gender-affirming experience at every touchpoint.
ESSENTIAL FUNCTIONS
• Serves as a primary point of contact for prospective and existing patients, responding to incoming calls, voicemails, website inquiries, and other patient communications in a timely, professional, and gender-affirming manner.
• Manages assigned leads from initial inquiry through consultation scheduling and appropriate handoff, conducting proactive follow-up with patients in assigned cadences.
• Collects and accurately documents demographic, insurance, clinical, and other sensitive patient health information in accordance with established workflows and privacy requirements.
• Clearly communicates next steps, expectations, and required actions to patients, building positive relationships by understanding their needs, concerns, and questions.
• Provides respectful, inclusive, and gender-affirming communication to every patient, consistently using the name and pronouns each patient goes by regardless of legal, insurance, or other documentation, and never assuming a patient's gender identity or pronouns.
• Helps create an environment where patients feel respected, heard, safe, and comfortable throughout every interaction with the practice.
• Follows established workflows, communication standards, and patient privacy requirements while contributing to a positive, collaborative, and accountable team environment.
• Maintains regular and reliable attendance sufficient to meet the position’s operational, patient-service, and team obligations, with or without reasonable accommodation.
• Complies with applicable laws, regulations, accreditation requirements, privacy and security standards, and organizational policies relevant to the position.
MARGINAL / OCCASIONAL FUNCTIONS
• Assists with general administrative and clerical tasks (e.g., data entry, document preparation) in support of the front-office team.
• Provides backup support for other patient-facing communication channels (e.g., chat, email) during peak volume or staff absences.
MINIMUM REQUIRED QUALIFICATIONS
• Education: No specific degree required; high school diploma or equivalent.
• Experience: Approximately 1 year of customer service or patient-facing experience (preferred).
• Licensure/Certification: None required.
• Knowledge/Skills: Strong verbal and written communication skills; ability to handle a high volume of phone calls and patient communications while maintaining quality; strong organizational and time-management skills; ability to handle sensitive patient health information with professionalism and discretion; comfort discussing sensitive and personal healthcare information.
• Other: Ability to work remotely with reliable internet and a private, confidential workspace for handling protected health information.
PREFERRED QUALIFICATIONS
• Experience working in a medical environment; experience with scheduling, data entry, documentation, or other clerical responsibilities; familiarity with HubSpot, AirCall, ModMed, and/or Klara.
WORK SCHEDULE, LOCATION, AND TRAVEL
• Schedule: Monday through Friday, day shift, 40 hours per week. No regular weekend or on-call coverage.
• Location: Fully remote. Regular on-site presence is not an essential function of this role.
• Travel: None.
• Remote/Hybrid Work: This is a fully remote position; remote work arrangements may be modified based on operational needs.