Patient & Operations Coordinator

We're a staffing agency hiring for a cash-pay sports medicine and athlete recovery clinic in Dallas, Texas. We provide personalized chiropractic care, rehabilitation, strength and conditioning, stretch therapy, massage, and other recovery services.

Our approach is relationship-driven. We believe in delivering an exceptional athlete experience through empathy, accountability, clear communication, and personalized care.

We are looking for a highly organized, proactive, and commercially minded Patient Experience & Operations Coordinator who can manage multiple priorities simultaneously, support patient retention and booking conversion, and help keep our daily operations running smoothly.

The ideal candidate combines the coordination and problem-solving abilities of an experienced travel consultant, the patient-service skills of a healthcare administrator, the commercial mindset of a sales professional, and the digital confidence of an experienced remote worker.

The Patient Experience & Operations Coordinator is responsible for front-desk support, patient communication, appointment coordination, enquiry follow-up, administrative accuracy and selected social media and digital operations.

This is a hands-on, execution-focused position for someone who enjoys managing multiple moving parts, anticipating what needs attention, solving problems and ensuring that tasks are completed without constant supervision.

The successful candidate will be comfortable working across several digital platforms, communicating professionally with US-based patients and colleagues, and balancing patient service with commercial outcomes such as bookings, retention and reactivation.

• Serve as a primary point of contact for current and prospective patients.
• Manage incoming calls, voicemails, emails, texts and other assigned communication channels.
• Provide timely, professional, empathetic and helpful responses to patient enquiries.
• Explain approved service information, pricing, appointment availability and booking procedures.
• Assist patients with scheduling, rescheduling and general administrative questions.
• Handle concerns professionally, recognizing when an issue requires escalation to the General Manager or a clinician.
• Maintain a positive, relationship-focused patient experience consistent with The Sports Pod's brand and service standards.
• Ensure patient enquiries and unresolved issues have a clear next step, owner and follow-up deadline.

• Manage appointments, cancellations, rescheduling, confirmations and related follow-ups using Jane or the clinic's designated practice-management system.
• Monitor schedule changes and identify opportunities to fill available appointment slots.
• Follow up with patients who cancel, miss appointments or leave without a future appointment where appropriate.
• Help patients arrange their next appointment in accordance with clinician recommendations and established workflows.
• Maintain accurate appointment statuses and communication records.
• Coordinate competing scheduling requests and communicate changes to the appropriate team members.
• Ensure outstanding scheduling matters are tracked through to resolution.

• Respond to prospective patient enquiries and guide suitable prospects through the booking process.
• Follow up with prospective patients who have not completed booking.
• Use approved scripts, service information and professional communication to address questions and booking objections.
• Maintain a structured record of enquiries, contact attempts, bookings and outcomes.
• Support patient retention through appropriate follow-up, rescheduling and reactivation workflows.
• Contact inactive patients or patients who have fallen out of their usual care schedule using approved processes.
• Identify missed booking opportunities and communicate trends or recommendations to management.
• Support the clinic's revenue and utilization objectives through consistent execution of patient follow-up processes.

• Maintain accurate patient records, appointment information and administrative notes.
• Follow clinic procedures for documentation, patient communication and information handling.
• Handle confidential information responsibly and comply with applicable privacy and security requirements.
• Recognize the boundaries between administrative support and clinical decision-making.
• Direct clinical…