Patient Concierge
About Our Organization
This position supports one of the trusted behavioral health programs within the Advanced Recovery Systems family. Advanced Recovery Systems is the parent organization of The Recovery Village, Promises Behavioral Health, The Right Step, and The Ranch, bringing together established treatment brands with a shared commitment to expanding access to high-quality, evidence-based addiction and mental health care.
While you may work primarily with a specific facility or brand, you will be part of a larger, growing organization focused on improving patient outcomes, supporting our employees, and strengthening the communities we serve.
Our programs are built around evidence-based practices and compassionate, patient-centered care. Across our facilities, our teams work together to create safe, supportive environments where patients can begin their recovery journey and build healthier, more fulfilling lives.
About the Role
The Patient Concierge plays an important role in helping newly admitted patients feel welcomed, supported, and connected during their first 72 hours of inpatient treatment.
This position serves as a non-clinical liaison between patients and the interdisciplinary care team, including nursing, therapists, case management, medical, dietary, and other facility departments. The Patient Care Coordinator helps patients navigate their first days in treatment, understand program expectations, participate in programming, and communicate concerns to the appropriate team members.
The ideal candidate is compassionate, dependable, organized, and comfortable working in a fast-paced behavioral healthcare environment. This is an excellent opportunity for someone with a background in patient advocacy, customer service, behavioral health, hospitality, recovery services, or healthcare support who wants to make a meaningful difference in the lives of others.
What You'll Do
Welcome & Orient New Patients
- Greet newly admitted patients and help create a welcoming, professional, and supportive first experience.
- Help patients become familiar with the facility, unit layout, daily schedule, program expectations, and available resources.
- Coordinate and verify participation in New Patient Orientation.
- Review program materials, patient rights and responsibilities, grievance procedures, confidentiality standards, and safety expectations.
- Help connect new patients with their primary therapist, nursing team, and peer community.
- Answer non-clinical questions and help patients understand what to expect during their stay.
Support Patients During Their First 72 Hours
- Conduct regular check-ins with newly admitted patients throughout their first three days of treatment.
- Help identify non-clinical barriers to engagement, including anxiety, confusion, uncertainty, or difficulty navigating the program.
- Encourage participation in groups, activities, and therapeutic programming.
- Listen to patient concerns and communicate them promptly to the appropriate clinical or operational team member.
- Escalate clinical, medical, behavioral, or safety concerns immediately to nursing or other licensed professionals.
- Provide a calm, supportive presence during what can be a challenging transition into treatment.
Coordinate With the Care Team
- Serve as a communication bridge between patients and members of the interdisciplinary team.
- Collaborate with nursing, therapy, case management, medical, dietary, and other departments to help address patient needs.
- Communicate relevant patient concerns and observations to appropriate team members.
- Complete required documentation in accordance with facility policies and procedures.
- Maintain appropriate patient confidentiality and follow all applicable privacy and compliance requirements.
Promote Patient Experience & Safety
- Help address basic environmental and comfort concerns, including room assignments, roommate concerns, and other non-clinical needs.
- Explain and support facility processes related to personal belongings and patient property.
- Identify and promptly report safety concerns according to facility procedures.
- Maintain professional boundaries and protect patient dignity and confidentiality.
- Promote a trauma-informed, respectful, and patient-centered approach in every interaction.
Requirements
Required
- High school diploma or equivalent.
- AHCA Eligibility Requirement: Candidates must meet Florida Agency for Health Care Administration (AHCA) employment eligibility requirements, including successfully completing the required Level 2 fingerprint-based background screening and receiving an eligible determination, as applicable to the position.
- Strong communication, interpersonal, and organizational skills.
- Ability to build rapport with individuals from diverse backgrounds.
- Ability to remain calm, professional, and compassionate in challenging situations.
- Ability to work collaboratively with clinical and non-clinical teams.
- Ability to maintain confidentiality and follow established policies and procedures.
Preferred
- One year of experience in customer service, patient advocacy, healthcare, behavioral health, hospitality, recovery services, or a related field.
- Experience working with individuals experiencing substance use or mental health challenges.
- CPR and Standard First Aid certification.
Skills & Qualifications
Successful candidates will demonstrate:
- Compassion and empathy when working with patients and families.
- Excellent communication skills and the ability to actively listen.
- Strong organizational skills and attention to detail.
- Professionalism and sound judgment when handling sensitive situations.
- Teamwork and collaboration within an interdisciplinary healthcare environment.
- Basic computer and documentation skills.
- Understanding of patient confidentiality and applicable privacy requirements.
- Commitment to workplace safety, compliance, and a drug-free workplace.
- Ability to recognize concerns that require escalation to nursing, clinical, or other licensed professionals.
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Benefits
- Comprehensive medical insurance with multiple plan options, including PPO and HDHP plans.
- Dental and vision insurance options for employees and eligible dependents.
- Company-paid Basic Life and Accidental Death & Dismemberment (AD&D) insurance, with supplemental coverage available.
- Health Savings Account (HSA) with an employer contribution for eligible HDHP participants.
- Flexible Spending Accounts (FSA), including healthcare and dependent care options.
- 401(k) retirement savings plan with a company match of 50% of the first 4% of employee contributions.
- Short- and long-term disability coverage, with supplemental disability options available.
- Employee Assistance Program (EAP) with confidential, 24/7 support for personal, family, financial, legal, and wellness needs.
- Wellness program with opportunities to earn a monthly medical premium discount.
- Additional voluntary benefits, including accident, critical illness, hospital indemnity, legal services, telemedicine, and health advocacy support.