Lead Patient Care Coordinator

JOB OVERVIEW:

The Lead Patient Care Coordinator plays a key leadership role in ensuring seamless front office operations, exceptional patient experiences, and staff efficiency. This position serves as the liaison between the front desk team, clinical staff, and management to uphold Belle Visage’s standard of excellence in patient care and service delivery.

REPORTS TO: Practice Manager and Operations Manager

SUPERVISES: Front Desk Patient Care Coordinators

WORK ENVIRONMENT

• Spa and medical aesthetics environment.
• Job involves working:
• Under variable temperature conditions (or extreme heat or cold).
• Under variable noise levels.
• Indoors and occasionally outdoors.
• Around fumes and/or odor hazards.
• Around body fluids.
• Around chemicals.

KEY RELATIONSHIPS

Internal: Patient Care Coordinator staff, spa staff, accounting department, and clinical providers.

External: Patients, guests/visitors, spa members, vendors, and delivery partners.

QUALIFICATIONS

Required:

• High school diploma or equivalent.
• Minimum of 2 years in a patient-facing or customer service leadership role, preferably in aesthetics, medspa, or healthcare.
• Fluency in English, both verbal and written.
• Ability to multi-task and perform job functions with attention to detail, speed, and accuracy.
• Strong interpersonal and communication skills with the ability to lead, coach, and mentor a team.
• Proficiency with computers, tablets, EMR systems, and office software.
• Ability to compute basic mathematical calculations (add, subtract, multiply, divide).
• Demonstrated ability to:
• Prioritize, organize, and follow up efficiently.
• Remain calm and exercise good judgment in high-pressure situations.
• Work cohesively as part of a team and independently with minimal supervision.
• Maintain confidentiality of patient information and business data.

Desirable:

• CPR certification.
• Fluency in a second language, preferably Spanish.
• Familiarity with HIPAA compliance and patient privacy protocols.
• Knowledge of skincare, aesthetic treatments, or cosmetic procedures.
• Experience managing performance metrics (conversion rates, rebooking, satisfaction).

PHYSICAL ABILITIES

Essential:

• Exert physical effort in transporting up to 50 pounds.
• Endure various physical movements throughout the work area.
• Reach 4 feet.
• Remain in a stationary position for 60 minutes up to 7 hours during a work shift.
• Communicate effectively with guests, management, and co-workers.
• Maintain professional appearance: well-groomed, no visible tattoos, dressed in approved scrubs and closed-toe shoes.

ESSENTIAL JOB FUNCTIONS

Leadership and Supervision

• Establish and maintain best practices for the Patient Care Coordinator staff.
• Directly oversee and support staff assigned to front desk duties.
• Provide ongoing coaching, feedback, and mentorship to promote growth and accountability.
• Conduct orientation and training on front office policies and procedures.
• Coordinate staff scheduling to ensure adequate coverage.
• Identify and recommend solutions to team or process challenges in collaboration with management.
• Track and report front office performance metrics (call response times, retention, conversion rates).

Operations and Patient Experience

• Greet every patient and guest with warmth, professionalism, and enthusiasm.
• Master the EMR system: schedule appointments, check patients in/out, process payments, and ensure accurate data entry.
• Maintain knowledge of all departmental policies, service procedures, and standards.
• Manage patient communications: answer phone calls, return messages promptly, and ensure timely responses. We have multiple forms of communication that need to be monitored and addressed promptly.
• Assist with retail inventory management, product stocking, and reorder notifications.
• Support vendor-sponsored reward and marketing programs.
• Help organize and participate in in-office events and patient engagement initiatives.

Quality and Care Standards

• Ensure high-quality patient care by researching concerns or complaints and recommending corrective action.
• Build patient relationships by matching patient needs with appropriate treatments, technicians, and products.
• Cross-market services, memberships, and products to enhance patient results and retention.
• Accurately record and bill treatments, applying discounts and loyalty rewards as applicable.
• Maintain cleanliness, organization, and proper setup of all work and treatment areas.
• Resolve guest complaints promptly and professionally, ensuring patient satisfaction.
• Ensure compliance with safety, sanitation, and emergency procedures at all times.

Collaboration and Communication

• Serve as the communication bridge between front office, providers, and management.
• Participate in regular staff meetings, training sessions, and policy updates.
• Foster a positive, solution-focused, and team-oriented culture aligned with Belle Visage’s mission and values.

SECONDARY JOB FUNCTIONS

• Assist with other spa or clinical job functions as assigned.
• Document maintenance or supply needs on work orders and submit to management.
• Support marketing, promotional, and patient engagement efforts as requested.

PERFORMANCE EXPECTATIONS

• Maintain high patient satisfaction and service excellence standards.
• Demonstrate consistent team leadership, professionalism, and accountability.
• Support efficiency in scheduling, check-in/out flow, and patient communications.
• Uphold brand standards, confidentiality, and quality assurance in all patient interactions.
• If you’ve read this far, please include your favorite dessert somewhere in your application or cover letter. We value team members who pay attention to the details!

STANDARD SPECIFICATIONS

Requirements represent the minimum levels of knowledge, skills, and abilities. To perform this job successfully, the incumbent must perform each duty proficiently and safely.

A review of this description excludes incidental or marginal functions not fundamental to the role. The listed duties are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to perform other job-related duties as assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

Job Types: Full-time, Part-time

Pay: From $17.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• Employee discount
• Paid time off
• Uniform allowance

Education:

• High school or equivalent (Required)

Experience:

• Front desk: 2 years (Required)

Language:

• Spanish (Preferred)

Location:

• Burleson, TX 76028 (Preferred)

Shift availability:

• Day Shift (Required)

Work Location: In person

Salary : $17