What are the responsibilities and job description for the Patient Experience Coordinator - Team Lead position at Be CLINICAL?
The Patient Experience Coordinator – Team Lead is responsible for leading Be CLINICAL’s front-end communications and ensuring every patient interaction delivers a premium, personalized experience. This role combines leadership and hands-on execution — managing daily call center flow, supporting bookings, and ensuring operational excellence across all systems.
The Team Lead sets the tone for exceptional service, efficiency, and communication, while coaching team members to consistently meet conversion, scheduling, and service standards.
Key Responsibilities
Leadership & Team Development
- Lead, train, and mentor the Patient Experience team to achieve performance goals in response time, call handling, and appointment conversion.
- Conduct daily check-ins and provide feedback to enhance consistency, professionalism, and service quality.
- Develop and update call scripts, text templates, and service protocols to ensure brand-aligned communication.
- Support team scheduling and workload distribution to maintain smooth clinic operations.
Client Communications & Scheduling
- Answer incoming calls, texts, and online inquiries promptly and professionally.
- Book, reschedule, and confirm appointments accurately across multiple providers, services, and systems.
- Utilize call scripts and service knowledge to educate clients on treatments, memberships, and promotions.
- Handle client inquiries and resolve concerns with empathy and efficiency.
- Support same-day openings, cancellations, and promotional campaigns to optimize daily bookings.
Systems & Operations
- Multitask across multiple systems including EMR, scheduling, marketing CRM, and payment processing platforms.
- Ensure accurate data entry and note-taking in client profiles.
- Collaborate with marketing and operations teams on lead follow-up, event sign-ups, and tracking promotional performance.
- Maintain and analyze daily/weekly performance dashboards (calls answered, conversion rate, booking volume, etc.).
Qualifications
- 2 years of experience in patient coordination, call center, or front-desk role (medical aesthetics, dermatology, or luxury hospitality preferred).
- Strong multitasking ability and attention to detail across multiple systems and tasks.
- Exceptional communication, leadership, and problem-solving skills.
- Experience with Boulevard or similar scheduling/CRM systems preferred.
- Proven ability to coach and lead by example in a fast-paced, service-driven environment.
Job Type: Full-time
Pay: $25.00 - $35.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Vision insurance
Experience:
- Medspa: 2 years (Required)
- Leadership: 2 years (Required)
Work Location: In person
Salary : $25 - $35