OB Concierge Specialist

8 hours ago

Davao City, Davao, Philippines OfficePartners, 360 Inc. Full time ₱250,000 - ₱500,000 per year
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.

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