SUMMARY:

The Patient Service Representative is the first point of contact for patients and plays a critical role in delivering seamless, high-touch experience in a concierge care model. This role combines exceptional customer service with administrative excellence to support patient access, communication, and care coordinaton. The coordinator ensures every interaction reflects personalized, responsive, and elevated standard of care.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

Patient Experience & Frontline Support

• Serve as the  primary front-facing representative for concierge patients – via phone, email, text, and in-person interactions

• Deliver a warm, professional, and highly responsive “white glove” service experience

• Build rapport with patients and ensure they feel valued, known, and supported

• Manage incoming requests promptly and route appropriately when needed

Scheduling & Access Management

• Coordinate and manage provider schedules, including same-day, urgent, and extended appointments

• Optimize scheduling to ensure efficiency while maintaining flexibility for concierge patient needs

• Confirm appointments, management cancllations, an d proactively fill schedule gaps

• Support coordination of home visits, virtual visits, and specialty services when applicable

Care Coordination & Administrative Support

• Facilitate referrals, diagnostic testing, and specialty appointments

• Track and follow up on patient requests, orders, and outstanding items to ensure completion

• Assist with pre-visit planning and post-visit follow up communication

• Maintain accurate and up-to-date patient records in the electronic medical record (EMR)

Concierge Memebership Support

• Support onboarding of new patients, including orientation to services and expectations

• Assist with membership agreements, renewals, and general program inquiries

• Educate patients on how to access and utilize concierge services effiectly

Operational Excellence

• Maintain a polished, organized front office environment

• Ensure confidentiality and compliance with HIPAA and organizational policies

• Assist with administrative tasks such as document management, correspondence, and supply coordination

• Collaborate closely with clinical staff to ensure a seamless patient experience

Performs other duties as assigned.

EDUCATION:

High school diploma or equivalent required; associate or bachelor’s degree preferred

EXPERIENCE:

2-4 years of experience in a healthcare administrative, front desk, or customer service role

Experience in concierge medicine, private practice, or hospitality driven environments strongly preferred

Exceptional customer service and interpersonal skills

Strong organizational and time management abilities

High attention to detail and accuracy

Ability to multitask and prioritize in a fast-paced, high expectation environment

Excellent verbal and written communication skills

Proficiency with EMR systems and standard office technology

SUPERVISORY RESPONSIBILITY:

None.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

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Driving Required: