Patient Experience Coordinator

The Patient Experience Coordinator is the cornerstone of our patient journey, providing a seamless, elevated, and personalized experience from the very first interaction to post-procedure follow-up. This role requires a professional who embodies the poise, discretion, and attention to detail of a five-star hospitality environment (such as a luxury hotel or spa) and applies it within our high-end plastic surgery and aesthetics setting.

You will act as a true concierge, ensuring every patient feels valued, understood, and cared for while maintaining the operational excellence required for an efficient medical practice. Your success transforms the patient journey into a personalized and luxurious experience, building lasting trust and satisfaction.

About Us:

Artista Surgery & Aesthetics is a leading aesthetic practice founded by Emily Hu, M.D., Founder & Surgeon. Our practice is rooted in the philosophy of the lotus, symbolizing beauty, perfection, and eternal youth. We are dedicated to safely achieving natural-looking, exceptional improvements that enhance our patients' inherent beauty while protecting their privacy.

Our Core Values (The 4 A's): We are a world-class team committed to:

• Authenticity: Building genuine, long-term partnerships with our patients.
• Artistry: Bringing a beautiful flair to every interaction and treatment, helping clients achieve confidence.
• Approachability: Creating a safe, supportive environment for open communication.
• Adaptability: Continuously learning and pivoting to ensure operational excellence and goal achievement.

Key Responsibilities:

Patient Engagement & Advocacy:

• Serve as the primary point of contact for patients, providing warm, personalized communication via phone, email, and in-person interactions.
• Guide patients through the entire care journey: initial inquiry, consultations, procedure preparation, and follow-ups.
• Anticipate patient needs and provide proactive solutions to enhance comfort, convenience, and satisfaction.

Operational Excellence & Coordination:

• Efficiently manage appointment scheduling for consultations, procedures, and follow-ups, ensuring optimal use of provider and facility time.
• Coordinate with clinical and administrative teams to facilitate seamless patient flow.
• Ensure all patient communications are timely, accurate, and reflective of the practice's elevated standards.
• Maintain organized patient records, documentation, and follow-up tasks within the EMR system.

Desired Qualifications:

• Minimum 2-3 years of experience in luxury hospitality, concierge services, or patient-facing roles in a medical or aesthetic practice.
• Possesses a composed, resilient, and unflappable personality with a genuine desire to enhance the patient experience.
• Exceptional interpersonal and communication skills; ability to anticipate needs and provide solutions proactively.
• Strong organizational skills with attention to detail and accuracy.
• Proficiency with electronic medical records (EMR), scheduling software, and standard office technology.

Benefits:

• Compensation: $24-$27/hour with potential for monthly or quarterly bonuses
• Work Schedule: Full-Time, Monday – Friday (Mon, Tues, Thurs are client-facing and Wed & Fri are admin days)
• Paid Time Off (PTO): 14 days of true PTO per year.
• 401(k) Match: 3% employer match to the 401(k) plan.
• Health Benefits: Comprehensive health plan for the employee only. Employer pays a significant portion of the premium, resulting in an employee out-of-pocket cost of only about $75 per month.