Patient Experience Coordinator

The Patient Experience Coordinator serves as the first point of contact for patients and visitors, setting the tone for a positive and welcoming medspa & healthcare experience. This role combines administrative efficiency with exceptional customer service to ensure seamless patient interactions—from answering phones and scheduling appointments to checking patients in and out. A strong focus on communication, empathy, and professionalism is essential in delivering concierge-level service that supports patient satisfaction and loyalty.

Role and Responsibilities Greet patients and visitors warmly, creating a friendly and professional first impression.

Efficiently check patients in and out Answer multi-line phone systems with a courteous, professional demeanor & concierge service.

Schedule, confirm, and reschedule appointments as requested.

Provide information and support related to clinic services, policies, and procedures.

Deliver high-touch, concierge-style service tailored to patient needs and concerns.

Proactively address patient questions or issues, escalating to appropriate staff when necessary.

Maintain a calm, compassionate, and solution-oriented approach in all interactions.

Ensure accurate and timely documentation in the electronic medical record (EMR).Assist with managing waiting room flow and communication between staff.

Perform general clerical tasks including scanning, attaching paperwork, faxing, and handling incoming/outgoing mail.

Accurately process payments, including balances, rewards programs and 3rd party payment plans.

Explain and enroll patients in applicable rewards programs and promotional offers.

Assist patients in understanding their financial responsibilities and payment options.

Troubleshoot billing concerns or patient questions with clarity and care.

Keep updated knowledge of the practice's pricing, promotions, financial policies, and financial offerings.

Minimum Education and Experience Requirements High school diploma or equivalent (required)
Preferred Education or Experience1-2+ years of experience in a medical office or hospitality/customer service role1-2 years of aesthetic and/or medspa

Strong interpersonal, communication, and problem-solving skills

Familiarity with EMR systems and Google Ability to multitask in a fast-paced environment with grace and efficiency

Knowledge, Skills, and Abilities Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

The ability to communicate information and ideas in speaking so others will understand as well as verbal comprehension when receiving information.

Able to provide and receive information effectively and professionally.

Professionalism and confidentiality.

Positive Attitude and willingness to support the success of the entire office.

Physical Requirements Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at a time.