Patient Experience Coordinator

The Patient Experience & Operations Coordinator is the first impression of Thrive Wellness + Aesthetics. This individual serves as the welcoming face and voice of our practice, creating an exceptional experience from the very first phone call through every patient visit.

This role is much more than a front desk position. It is responsible for ensuring the daily operations of the clinic run smoothly while delivering a warm, luxury-level patient experience. The ideal candidate is organized, proactive, technology-savvy, trustworthy, and passionate about helping people.

Success in this role is measured by exceptional patient satisfaction, efficient clinic operations, strong communication, appointment conversion, revenue generation, and seamless support for both patients and team members.

Primary Responsibilities

Patient Experience

• Greet every patient warmly and professionally upon arrival.
• Create a welcoming, polished, luxury experience for every guest.
• Answer incoming phone calls promptly and professionally.
• Respond to text messages, emails, website inquiries, and online chats.
• Schedule, confirm, and reschedule appointments.
• Follow up with prospective patients and missed leads.
• Maintain patient satisfaction throughout every interaction.
• Resolve patient concerns professionally and escalate issues appropriately.

Administrative Operations

• Manage physician and provider schedules.
• Coordinate daily patient flow to minimize wait times.
• Prepare patient charts and verify documentation before appointments.
• Maintain accurate patient records while ensuring HIPAA compliance.
• Scan, upload, and organize medical documentation.
• Process intake forms and consent paperwork.
• Maintain office supplies and front office organization.
• Keep treatment rooms and common areas presentation-ready as needed.

Sales & Revenue Support

• Educate patients on Thrive memberships, treatment plans, and service packages.
• Recommend skincare products and wellness programs.
• Collect payments and process transactions accurately.
• Assist with financing options when applicable.
• Support monthly sales goals and membership growth.
• Encourage appointment rebooking before patients leave.
• Help maximize provider schedules through effective scheduling and waitlist management.

Marketing & Patient Communication

• Send appointment reminders and confirmations.
• Manage patient recall campaigns.
• Send text message and email marketing campaigns.
• Support promotions, seasonal campaigns, and special events.
• Assist with patient reviews and reputation management.
• Maintain accurate communication within the CRM and practice management software.

Team Support

• Support providers with daily workflow.
• Coordinate communication between departments.
• Anticipate clinic needs before they become problems.
• Assist with event preparation and community outreach when needed.
• Help maintain a positive, collaborative team environment.
• Ensure the clinic operates efficiently throughout the day.

Qualifications

• Minimum of 2 years of experience in a medical spa, aesthetic practice, wellness clinic, concierge medical practice, dermatology, plastic surgery, or similar healthcare environment.
• Previous experience in luxury hospitality, customer service, or patient care coordination preferred.
• High school diploma required; associate’s or bachelor’s degree preferred.
• Experience with electronic medical records (EMR) and scheduling software.
• Experience with Mindbody, GoHighLevel (GHL), CRM systems, or similar platforms is highly preferred.
• Comfortable learning new technology and software quickly.

Required Skills

The ideal candidate is:

• Exceptionally organized with outstanding attention to detail.
• Able to multitask in a fast-paced environment.
• Warm, polished, and professional.
• A confident communicator in person, over the phone, by text, and by email.
• Trustworthy and able to maintain strict patient confidentiality.
• Knowledgeable about HIPAA requirements.
• Comfortable discussing treatments, memberships, retail products, and pricing.
• Self-motivated with strong problem-solving skills.
• Dependable, punctual, and accountable.
• Calm under pressure while managing multiple priorities.
• Passionate about wellness, aesthetics, and exceptional customer service.

Personal Characteristics

The successful candidate will:

• Naturally make people feel welcomed and valued.
• Smile often and create positive first impressions.
• Take pride in creating an exceptional patient experience.
• Think ahead and anticipate the needs of patients and providers.
• Take ownership rather than waiting to be asked.
• Communicate professionally with patients, vendors, and team members.
• Represent the Thrive brand with confidence, professionalism, and integrity.

Performance Metrics

Success will be evaluated by:

• Patient satisfaction scores and online reviews.
• Phone and lead conversion rates.
• Appointment booking and rebooking percentages.
• Membership and package sales.
• Retail product sales.
• Provider schedule utilization.
• Accuracy of scheduling and patient records.
• Response time to patient inquiries.
• Collection of payments and financial accuracy.
• Overall clinic efficiency and operational excellence.

Why Thrive?

At Thrive Wellness + Aesthetics, we believe healthcare should fit into people’s lives. We are building a physician-led practice centered on prevention, personalized care, and meaningful relationships. Every member of our team plays a vital role in delivering an elevated patient experience while helping people look, feel, and perform at their best.

If you are passionate about people, thrive in a fast-paced environment, and want to be part of a growing practice dedicated to excellence, we’d love to meet you.