Director of Patient Experience & Concierge Services

Job Title field:

Director of Patient Experience and Concierge Services Location:

Madison, NJ 07940

Job Type:

Full-time Pay:

$75,000 per year base + commission/incentive Paste this into the Job Description field: Madison Medical and Sports Rehabilitation Center is hiring a Director of Patient Experience and Concierge Services to lead the patient journey across our growing multidisciplinary practice. This is not a traditional front desk or scheduling role. We are looking for the kind of professional you would expect to find running guest services at a Four Seasons or Ritz-Carlton, who also genuinely understands medical environments, insurance dynamics, and patient financial conversations. The right candidate converts inquiries into established patients, retains them through exceptional service, and continuously elevates the standard of care our patients experience the moment they walk through our door or pick up the phone. This role is the human face of the Madison Medical brand and a direct driver of revenue growth across our service lines and membership programs.

ABOUT MADISON MEDICAL

Madison Medical and Sports Rehabilitation Center is a physician-led, multidisciplinary outpatient practice in Madison, NJ. We offer 15+ specialty service lines under one roof, including Family and Sports Medicine, Physical Therapy, Chiropractic Care, Acupuncture, Pain Management, Allergy and Immunology, IV Therapy, Peptide and Regenerative Medicine, Behavioral Health, and on-site diagnostic imaging. We are actively scaling toward a multi-site Management Services Organization (MSO) model, with planned expansion across New Jersey and active pursuit of Ambulatory Surgery Center (ASC) facility conversion. This is a defining moment for our practice and for the person who joins us in this role. Our mission is to deliver concierge-caliber, physician-led integrated care that treats every patient as a guest, every visit as an experience, and every outcome as a measure of how well we listened.

WHAT YOU WILL DO

Patient Sales and Conversion Lead the front-end conversion funnel for new patient inquiries across phone, web, walk-in, and referral channels with measurable conversion targets by service line. Conduct consultative conversations with prospective patients on cash-pay and hybrid service lines (IV therapy, peptides, regenerative medicine, allergy immunotherapy, concierge primary care, sports medicine, acupuncture, and more). Partner with providers to present multi-visit care plans, packages, and bundled offerings. Build a structured follow-up cadence for patients who have inquired but not yet converted. Track and report on conversion rates, average revenue per new patient, attach rates, and lifetime value. Membership Program Buildout and Growth Work directly with the COO, CEO, and CFO to design, refine, and launch our membership programs, including concierge primary care, wellness/longevity, IV therapy, allergy programs, and other recurring-revenue offerings. Contribute to pricing structures, member benefits, tier design, and renewal mechanics. Own the acquisition funnel for memberships and build the retention infrastructure (onboarding, member-only touchpoints, renewal outreach, win-back campaigns). Lead the operational rollout of new programs across clinical, front desk, billing, and marketing. Modality and Service Line Rollout Partner with clinical leadership on launching new services and modalities, owning the patient-facing operational and sales layer of each launch. Develop patient education materials, service menus, FAQ documents, and consultation scripts. Build internal workflows that surface relevant additional services to existing patients in clinically appropriate ways. Staff Training and Sales Enablement Coach front desk staff, medical assistants, and Patient Concierge Liaisons on how to communicate the value of our service lines, present pricing confidently, and handle objections gracefully. Build and deliver training programs so every patient-facing team member can clearly explain what we offer at a level of fluency patients trust. Establish and enforce concierge-level standards for phone etiquette, greeting protocols, hold-time recovery, and warm hand-offs. Run regular role-play and simulation exercises. Integrate training into our 30/60/90-day orientation program for new hires. Concierge Service Standards Define what concierge-level service looks like in an outpatient setting and make it the operating standard at every patient touchpoint. Bring hotel-grade service principles into a medical environment: anticipation of need, name recognition, personalization, and consistent execution. Own service recovery for billing surprises, scheduling errors, long waits, and communication gaps. Personally manage relationships with high-value patients, referral-source patients, and members. Patient Financial Experience Lead clear, compassionate conversations about insurance benefits, deductibles, coinsurance, prior authorization, self-pay pricing, and payment plans. Generate and present good-faith estimates for procedures, packages, and memberships. Help patients understand options like CareCredit, in-house payment plans, and HSA/FSA usage before they reach the billing department. Partner with RCM and billing to eliminate financial friction points that cost us conversions and retention.

WHAT YOU BRING

5+ years of experience across hospitality management (hotel front office, guest services, F&B leadership), high-end concierge service, medical practice operations, or healthcare patient services. Hospitality background strongly preferred. We are specifically interested in candidates from four-star or five-star hotels, luxury resorts, private clubs, or comparable operations who have transitioned (or want to transition) into healthcare. Demonstrated track record of converting leads, presenting pricing, and managing a sales pipeline in a high-trust, consultative environment. Working knowledge of outpatient medical operations, HIPAA, insurance basics, EMR/PM systems, and front desk/clinical workflow. Comfort and competence in patient financial conversations. Proven ability to lead, coach, and develop front-line teams. Exceptional verbal and written communication. Polished, warm, professional, and direct. Comfort with modern practice technology (EMR/PM, Microsoft 365, RingCentral, scheduling/CRM tools).

PREFERRED QUALIFICATIONS

Bachelor's degree in hospitality management, healthcare administration, business, or related field. Prior experience launching or scaling a membership or concierge medicine program. Experience with cash-pay service lines (IV therapy, peptides, regenerative medicine, aesthetics, or wellness programs). Bilingual English/Spanish. Familiarity with NJ healthcare regulatory environment.

WHAT WE OFFER

Base salary of $75,000 plus a performance-based commission/incentive plan tied to new patient conversions, package sales, membership enrollment, retention, and revenue attribution.

Comprehensive benefits:

medical, dental, vision, 401(k) with employer participation, paid time off, continuing education support. Access to Madison Medical's clinical service lines as an employee. A clear growth path. As we scale into a multi-site MSO and ASC operation, this role is positioned to grow into a system-level Patient Experience leadership position.

HOW TO APPLY

Submit your resume and a brief cover letter explaining why this role and the intersection of hospitality, sales, and medicine is the right fit for you. Madison Medical and Sports Rehabilitation Center is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Job Type:

Full-time Pay:

$75,000.00 per year + commission

Schedule:

Monday to Friday, with occasional evenings/Saturdays based on patient volume

Work Location:

In person, Madison, NJ 07940

Pay:

From $75,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance

Experience:

Customer relationship management: 5 years (Required)

Sales:

5 years (Required)

Work Location:

In person