Patient Experience Coordinator

ABOUT THE ROLE

At Skin Aesthetics, the patient experience begins long before someone enters a treatment room. For the past two years, our patients have become accustomed to being greeted by someone who knows their name, remembers their story, anticipates what they may need, communicates clearly, and makes them feel genuinely cared for.

As our team grows and our current Director of Operations transitions into a new position, we are looking for the right person to carry that standard forward.

As suchme are seeking a Patient Experience Coordinator who is warm, polished, exceptionally organized, dependable, and naturally attentive to people. This is not simply a "front desk" position. You will be one of the primary faces and voices of Skin Aesthetics and an important part of how our patients experience our practice. From the first phone call to checkout and all of the small interactions in between, you will help ensure that every patient feels welcomed, respected, informed, and cared for.

We can teach software and systems. We are looking for someone who already possesses the qualities that are much harder to teach: good judgment, professionalism, emotional intelligence, initiative, discretion, attention to detail, and genuine care for other people.

WHAT YOU'LL DO

Create an Exceptional Patient Experience:

• Welcome every patient warmly and professionally and help create an environment that feels elevated, comfortable, and personal.
• Learn our patients and build genuine relationships with them over time.
• Anticipate patient needs rather than waiting to be asked.
• Help patients feel comfortable, heard, and valued throughout their experience with our clinic.
• Maintain the level of hospitality and individualized attention our established patients have come to expect.
• Recognize that seemingly small details... a remembered conversation, a returned phone call, a warm greeting, or noticing when someone seems uncertain... can define someone's entire experience.

Manage Patient Communication:

• Answer incoming calls, texts, messages, and other patient communications professionally and efficiently with a priority on HIPAA compliance.
• Assist patients with scheduling, general treatment information, preparation instructions, and appropriate next steps within the scope of the position.
• Route clinical questions or concerns promptly to the appropriate provider rather than attempting to answer beyond the role.
• Follow through on patient needs and ensure communication does not fall through the cracks.
• Communicate difficult information including scheduling limitations, policies, deposits, cancellations, and treatment expectations with kindness, confidence, and professionalism.

Coordinate Scheduling & Patient Flow:

• Schedule and modify appointments accurately while understanding treatment timing and clinic flow.
• Maintain an organized and efficient provider schedule.
• Help patients appropriately plan future appointments and treatment series.
• Monitor the day's schedule and proactively identify potential concerns.
• Communicate delays or changes thoughtfully and professionally.
• Coordinate with providers and clinical staff to keep patient flow running smoothly throughout the day.

Support the Patient Journey:

• Assist with patient check-in and checkout.
• Collect payments and maintain accuracy with financial transactions.
• Assist patients with skincare and product purchases within the appropriate scope of training.
• Schedule follow-up appointments and help patients understand their next steps before leaving.
• Maintain accurate patient information and documentation.
• Protect patient privacy and maintain strict HIPAA compliance at all times.

Protect the Standard of the Practice:

Everyone at Skin Aesthetics contributes to the standard of care our patients receive.

In this role, that means:

• Maintaining a polished, professional presence even during busy or stressful moments.
• Treating every patient with respect regardless of the service they are receiving or the amount they are spending.
• Protecting patient confidentiality and demonstrating excellent judgment with sensitive information.
• Taking ownership when something needs attention rather than assuming someone else will handle it.
• Communicating concerns early.
• Being receptive to feedback and committed to continued improvement.
• Helping maintain a clean, organized, welcoming environment.
• Supporting teammates when the clinic is busy.
• Understanding that consistency matters just as much as enthusiasm.

WHO WE'RE LOOKING FOR

Our ideal candidate is someone who:

• Genuinely enjoys caring for and interacting with people.
• Is naturally warm and personable while maintaining professional boundaries.
• Communicates exceptionally well in person, over the phone, and in writing.
• Notices details others may overlook.
• Can prioritize multiple responsibilities without becoming visibly overwhelmed.
• Is dependable and understands the importance of being someone patients and teammates can count on.
• Takes initiative instead of needing to be continually directed.
• Handles feedback with maturity.
• Exercises discretion and good judgment.
• Can confidently uphold clinic policies while remaining compassionate.
• Understands that excellent service is not performative, it is consistent.
• Wants to become part of a team and grow with a practice rather than simply fill a position.

Experience in aesthetics, dermatology, plastic surgery, healthcare, hospitality, or another high-touch service environment is helpful, but character, professionalism, and ability to learn are equally important to us.

WHAT SUCCESS LOOKS LIKE

Success in this position isn't simply answering every phone call or checking every box on a task list. It looks like patients walking through the door and feeling that they are known here. It looks like a patient calling with a concern and immediately feeling that someone cares about helping them. It looks like providers being able to focus completely on the patient in front of them because they trust what is happening outside the treatment room. It looks like noticing something needs to be done and doing it. And it looks like protecting the experience our patients have trusted Skin Aesthetics to provide.

ABOUT SKIN AESTHETICS

Skin Aesthetics is an aesthetic dermatology practice in Cookeville, Tennessee built around individualized care, patient education, safety, ethical treatment planning, and long-term patient relationships. We believe excellent aesthetic medicine should never feel transactional.

Our patients trust us with their faces, their skin, their insecurities, their milestones, and often years of their lives. We take that responsibility seriously.

Our team is small, highly involved, and committed to maintaining an environment where patients receive both exceptional clinical care and an exceptional human experience.

As we continue to grow, we are looking for someone who wants to help us protect that.

TO APPLY

Please submit your résumé along with a brief introduction telling us a little about yourself and why you believe you would be a good fit for the patient experience at Skin Aesthetics.

We care about experience, but we also care deeply about who you are, how you treat people, and the standard you hold yourself to.

Job Types: Full-time, Part-time

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Cookeville, TN 38501 (Required)

Ability to Relocate:

• Cookeville, TN 38501: Relocate before starting work (Required)

Work Location: In person