OB Concierge Specialist

Job Summary: The OB Concierge Specialist is responsible for ensuring an exceptional patient experience through proactive outreach, personalized assistance, and efficient back-office support. This role involves conducting follow-up calls after patient visits, gathering feedback, addressing concerns, and maintaining accurate patient records. The OB Concierge Team plays a vital role in strengthening patient relationships, supporting clinical operations, and contributing to the overall quality of patient care. Key Responsibilities: Patient Outreach and Experience Conduct outbound calls to patients following their visits to collect feedback and assess satisfaction. Provide assistance to patients with concerns or questions, ensuring each interaction is handled with empathy and professionalism. Address patient dissatisfaction by offering timely solutions and escalating unresolved issues to management or clinical teams when necessary. Build positive patient relationships through consistent, courteous, and proactive communication. Back-Office and Administrative Support Extract and verify patient information from healthcare databases or analytics tools to ensure record accuracy. Assign and manage daily outbound call lists and back-office task assignments for team members. Update patient spreadsheets with key details such as confirmed Estimated Due Dates (EDDs), pregnancy status, and hospital affiliations. Verify hospital affiliations within the EHR system and ensure corresponding notes and tracking sheets are updated. Review and update records for patients listed as “Undecided” regarding hospital affiliation. Send text communications to patients regarding hospital selection, appointment reminders, and welcome messages for new or expecting patients. Contact and document No Show patients for follow-up, and generate daily follow-up reports for management review. Maintain and update weekly delivery records, including sending congratulatory messages to patients who recently delivered. Reach out to patients who do not have upcoming appointments within 2–3 months to encourage scheduling. Track MIA (Missing in Action) patients and update tracking systems accordingly. Review and update spreadsheets related to patients who have left the practice or have unbilled deliveries. Coordinate and update postpartum appointment schedules, sending reminders as appropriate. Provide general support to patients requiring additional assistance or information. Data Management and Reporting Maintain accurate and updated documentation for all OB patient interactions and records. Prepare and submit daily and weekly reports on patient outreach activities, follow-ups, and outcomes. Ensure all data entries, updates, and communications comply with internal standards and healthcare data privacy regulations (e.g., HIPAA). At least 1–2 years of experience in a customer service or healthcare support role, preferably in a BPO or clinical coordination environment. Excellent communication and interpersonal skills with a strong customer‑centric mindset. Ability to manage sensitive patient information with discretion and professionalism. Proficiency in using Electronic Health Record (EHR) systems and Microsoft Office tools (Excel, Outlook, Word). Strong attention to detail and ability to manage multiple administrative tasks efficiently. Experience in data entry, patient scheduling, or healthcare documentation is an advantage. Strong organizational, analytical, and follow-up skills. Ability to work under minimal supervision in a fast‑paced, team‑oriented environment. #J-18808-Ljbffr