Patient Care Coordinator and Operations Lead

We are protective of this role because the wrong hire creates stress for the whole business.

• you are not confident on the phone or uncomfortable helping people take the next step
• you struggle to stay organized when multiple things need attention
• you need constant hand-holding to complete routine tasks
• you are uncomfortable with follow-up, scheduling, or sales-minded patient communication
• you tend to become passive, defensive, or flustered when expectations are high
• you are looking for a job where you can simply clock in and do the bare minimum

We are intentionally direct because this role matters.

Gulf Coast Pelvic Health is looking for a strong full-time administrative team member who can help create an excellent patient experience while becoming a dependable operational backbone for the practice. This is not a passive front desk role. This is a high-responsibility, patient-facing position for someone who is warm, organized, proactive, coachable, and confident in communication.

Who We Are

Gulf Coast Pelvic Health is a specialty physical therapy practice in downtown Pensacola focused on expert, one-on-one care for pelvic health and complex conditions. We care deeply about patient experience, thoughtful communication, and doing things with excellence.

We are growing, and we need someone who can support that growth by taking ownership over patient communication, scheduling flow, lead follow-up, and day-to-day administrative operations.

Who This Role Is For

• someone warm, polished, and professional
• someone who communicates clearly and confidently
• someone comfortable on the phone who can build trust quickly
• someone highly organized who follows through
• someone who can balance multiple moving parts without shutting down
• someone who takes initiative instead of waiting to be told every little thing
• someone coachable who wants to grow
• someone who wants to be part of a business that values people, service, and excellence

What You Will Be Responsible For

Patient Communication and Phones

• answer incoming calls with warmth and confidence
• return voicemails and follow up with patients promptly
• guide new patients through scheduling steps and next actions
• communicate clearly and professionally with new and existing patients
• redirect clinical questions appropriately without overstepping role boundaries

Scheduling, Leads, and Sales Support

• support new patient scheduling and follow-up communication
• help maintain consistency with incoming leads so people do not fall through the cracks
• assist with waitlist management and schedule optimization
• help fill openings and maintain smooth scheduling flow
• communicate value clearly and confidently so patients feel comfortable moving forward

Administrative Operations

• support office organization and day-to-day front-end systems
• scan, upload, organize, and maintain documents and workflow tasks
• help create consistency in recurring processes
• monitor supplies and support office readiness
• complete administrative responsibilities with reliability and accuracy

Front-End Ownership

• help prospective patients feel confident and cared for
• support a polished, high-touch patient experience
• identify problems or gaps and communicate them proactively
• help reduce owner involvement in routine front-end operations by becoming dependable and capable

Role Snapshot

What This Role Is Not

• a low-responsibility receptionist position
• a role for someone who dislikes phone communication
• a background-only admin job with little patient interaction
• a fit for someone who avoids accountability or waits to be directed constantly

What Success Looks Like

• patients hear back promptly and professionally
• leads move efficiently toward scheduling
• communication and scheduling stay organized
• loose ends are reduced and fewer things slip through the cracks
• the owner and team can rely on this person daily

What We Are Looking For

Must-have qualities: strong verbal communication, warmth and professionalism, reliability, organization, ownership mindset, emotional maturity, confidence with phones, and comfort receiving feedback and improving.

Preferred experience: healthcare office experience, scheduling or patient coordinator experience, customer service or sales-support experience, and familiarity with administrative systems, EMR, or CRM tools.

Work Type and Compensation

• Full-time
• Primarily in-person in Pensacola
• Some flexibility may be considered later once trust, consistency, and independent execution are established
• Compensation is based on experience, communication strengths, healthcare/admin background, and demonstrated ability to take ownership of patient coordination and operational responsibilities

How to Apply

Please apply with your resume and a brief note sharing:

• why this role interests you
• what makes you a strong fit for a fast-moving, patient-facing administrative role
• an example of a time you took ownership and helped keep something organized or running smoothly

We are looking for someone who is not only capable, but aligned with the level of care, communication, and professionalism we value.

If that sounds like you, we would love to hear from you.