Patient Concierge

Dental Excellence Group is a rapidly growing and highly regarded dental practice located in the Northwest Ohio area, dedicated to providing patient-focused, high-quality dental care. With a team exceeding 100 employees, including doctors, hygienists, clinical assistants, along with business and marketing professionals, Dental Excellence Group is committed to transforming the typical dental experience into one that is friendly, comfortable, and convenient. This dynamic company fosters a work environment centered around six core values: teamwork, placing patients first by prioritizing their comfort and care, kindness and compassion within the team and towards patients, integrity through doing the right thing even when it means acknowledging mistakes, striving for personal and professional excellence by challenging all team members to reach their full potential, and maximizing efficiency by making every minute count. These core principles guide the company toward excellence in patient care and team collaboration, driving both performance and patient satisfaction.

The role of the Patient Concierge at Dental Excellence Group is pivotal in shaping an exceptionally welcoming and comforting patient environment. Reporting directly to the Office Manager, this position serves as the first friendly face patients encounter when they visit the practice, playing a critical role in ensuring a positive and productive appointment experience. The Patient Concierge is responsible for building meaningful relationships with patients and their families to make their visit as pleasant as possible while encouraging patient loyalty and referrals. By embodying the values and professionalism of the Dental Excellence brand, this role distinguishes the practice through outstanding customer service, ultimately contributing to industry-leading patient satisfaction scores, specifically reflected in strong Net Promoter Scores.

The Patient Concierge's primary responsibilities include managing patient check-ins and reception with warmth and professionalism, maintaining accurate patient records including contact information, health history, and insurance details, and handling incoming communications through phone calls with courtesy and efficiency. Furthermore, this role involves proactive coordination of the patient experience by anticipating and responding to patient needs, collaborating closely with healthcare providers and staff to minimize wait times and ensure the smooth operation of visits, and supporting internal marketing efforts through patient engagement such as capturing photos for celebrations and campaigns. Administrative assistance is also expected as part of the role to support overall front-office operations.

The ideal candidate is expected to maintain a professional appearance and demeanor, demonstrate strong interpersonal skills capable of building robust relationships with patients, parents, and colleagues, and possess excellent verbal and written communication abilities. A commitment to exceptional customer service, a positive and solution-oriented attitude, and an approachable personality – particularly adept at connecting with children and families – are essential for success in this position. Strong teamwork and collaboration skills round out the competencies that enable the Patient Concierge to thrive and contribute significantly to the welcoming atmosphere and operational excellence at Dental Excellence Group.