Concierge Liaison Manager

MedStar Health
United States, Maryland, Chevy Chase
Apr 14, 2025
General Summary of Position The Concierge Liaison Manager leads the execution of a strategic approach to growing the Concierge Service Line, with a focus on creating and maintaining positive and productive relationships with the full panel of patients receiving care from the Concierge and Executive Health platforms. In addition to representing the Concierge and Executive Health platforms, this person will apply advanced relationship building and prospecting skills to convert prospects to members within the most affluent target market and is accountable for promoting the practice through highest levels of customer service. This leader will ensure the program is marketed as an industry leader in the MedStar Health service area, with a focus on stellar patient service results. Develops and maintains strong relationships with practice leadership and other key contacts both within and outside of MedStar Health. Partners with Philanthropy, Operations, MedStar Health executive leadership, and other key stakeholders to identify, cultivate, and retain patients to meet the goals of the program. This position requires a forward-thinking and analytical self-starter who can implement innovative strategies to attract, retain, and grow the Concierge service line. Primary Duties and Responsibilities Works with the Operational Teams to establish and nurture relationships with key demographics, individuals, employers, embassies, and government organizations, while managing a portfolio of active and potential members. Develops and implements thoughtful sales strategies to attract and retain prospective members for the Concierge and Executive Health service line. While retaining current members, also manages a personal portfolio of Concierge service line prospects. Manages this portfolio of prospects, moving them through the cycle of identification, cultivation, and membership. Observes and uses networking and relationship building skills to convert these prospects to members. Identifies patterns based on aggregate data to find risks or opportunities, as well as make performance change recommendations related to Concierge Service Line growth. Looks for opportunities to apply more efficient use of resources or share successful practices with the various teams to support the goals and business needs. Provides MedStar Concierge leadership with data and analysis to drive pipeline growth, performance, strategic priority setting, and operational efficiency. Ensures regular contact with prospects through various activities and communications, including face to face meetings, group presentations, and community events to promote and build brand awareness for the Concierge and Executive Health service line. Collaborates with internal stakeholders to develop plans for members and ensure ongoing member satisfaction. Develops expertise in strategically aligned priorities of the Concierge and Executive Health service line. Communicates with key operational stakeholders regarding updates and programmatic needs. Works with the Consumer Marketing Team and Operational team to address any potential clients that express interest in the Concierge and Executive Health Program through the MedStar Health website. Engages in health screening events and wellness programs to active and prospective members (e.g., flu clinics, blood pressure checks, fitness seminars, etc.) Compiles patient satisfaction and experience reviews and data to make recommendations on retention strategies and program improvements. Manages internal and external key stakeholder relationships. Meets annual activity and financial performance metrics related to member conversion and retention. Aligns with internal partners in creating and managing necessary collateral and all related marketing material. Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations. Represents MedStar Health in exercising independent judgment with respect to real and potential problems and brings such matters to the attention of appropriate party with recommended action, when appropriate. Participates in meetings and on committees and represents MedStar Health in outreach efforts. Minimum Qualifications Education Bachelor's degree in related field required Experience 3-4 years selling to high net-worth individuals and/or businesses required and 1-2 years experience in direct business-to-consumer sales required Knowledge, Skills, and Abilities Strong familiarity with the greater Washington, DC & northern Virginia communities is a plus. Demonstrated ability to build a network and develop a sales pipeline. Excellent verbal and written communication skills. Strong public speaking skills required. Excellent customer service, problem-solving, and time management skills. Proficiency with various computer software applications. (Word, Excel, PowerPoint) This position has a hiring range of $80,995 - $152,027