Orlando Recovery Center - Drug and Alcohol Rehab
Concierge / Patient Care Coordinator
Hiring Timeframe
2-4 Weeks
Experience
Intermediate-level
Location
On-Site
Benefits
401(K) Matching
Dental Insurance
Health Insurance
Paid Time Off
Vision Insurance
Job Description
The Patient Concierge plays a critical role in supporting newly admitted patients during their first 72 hours of inpatient treatment. Serving as a non-clinical liaison between patients and the interdisciplinary care team (nursing, therapy, case management, medical, and dietary), this position ensures a welcoming, structured, and compassionate transition into recovery.
This role is ideal for individuals with a background in patient advocacy, customer service, behavioral healthcare, hospitality, or recovery support who are passionate about patient experience and safety.
Job Responsibilities & Requirements
Key Responsibilities
- Patient Orientation & Welcome:
- Greet newly admitted patients and facilitate a supportive, professional onboarding experience.
- Orient patients to facility layouts, daily schedules, program expectations, patient rights, and safety guidelines.
- Facilitate New Patient Orientation and connect patients with their primary therapist, nursing staff, and peer community.
- First 72-Hour Onboarding Support:
- Conduct regular check-ins during a patient's initial 3 days to address non-clinical barriers to care (e.g., anxiety, program navigation, environmental comfort).
- Encourage active participation in group sessions, meals, and facility activities.
- Act as a calm, supportive presence, listening to patient concerns and routing them to the appropriate department.
- Immediately escalate medical, clinical, or safety concerns to nursing or licensed clinical staff.
- Interdisciplinary Care Coordination:
- Serve as a communication bridge between patients and multidisciplinary team members.
- Assist with non-clinical environmental needs, including room assignments, roommate dynamics, and patient property/belongings.
- Complete required non-clinical documentation accurately and in a timely manner.
Qualifications & Requirements
- Required:
- High School Diploma or equivalent.
- Strong interpersonal, active listening, and verbal communication skills.
- Ability to maintain composure, professional boundaries, and empathy in a fast-paced behavioral health environment.
- Strict adherence to patient confidentiality (HIPAA) and facility safety standards.
- Preferred:
- 1+ years of experience in customer service, patient advocacy, healthcare support, hospitality, or recovery services.
- Experience working with individuals navigating substance use or mental health disorders.
- Current CPR and Standard First Aid certifications.
Key Competencies
- Empathy & Advocacy: Deep commitment to trauma-informed, patient-centered care.
- Problem-Solving & Collaboration: Ability to work seamlessly with clinical, medical, and operational teams.
- Organization & Detail: Strong basic computer skills with reliable follow-through on documentation and patient requests.