Patient Experience Coordinator

Please read this whole post before you apply.

This is not a typical healthcare role, and we are not looking for a typical healthcare applicant.

We are a relationship-based integrative medicine and Direct Primary Care practice in Centennial, CO. Our patients are not moving through fifteen-minute appointments. Many are navigating complex, chronic, or long-overlooked health concerns, and they have chosen us because they want to be heard, known, and supported over time. The person we hire will be one of the first voices these patients hear and one of the most consistent presences in their care.

If you are warm, deeply organized, and genuinely excited about building long-term relationships with people during meaningful moments of their lives, please keep reading. If you are looking for a clock-in, clock-out role, this is not the right fit.

We believe healthcare should feel personal, not transactional. We are seeking a Patient Experience Coordinator who treats patient relationships the way the best customer success managers treat their accounts: proactively, attentively, and with a real sense of ownership. Supporting both Lineage Wellness and Trivida Functional Medicine, this role is about making every patient feel known, supported, and never lost in the shuffle. If you are someone who values empathy, clear communication, and being part of a collaborative team, this role offers a unique opportunity to bring your relationship skills into a setting where they matter deeply.

About Us

Lineage Wellness and Trivida Functional Medicine share space, systems, and a tightly collaborative care team. Trivida has supported patients through complex chronic conditions for over thirteen years using a root-cause, integrative approach. Lineage Wellness extends that philosophy into Direct Primary Care, offering ongoing, accessible, and personalized care for patients committed to long-term health.

https://lineage-wellness.com/

https://www.trividafunctionalmedicine.com/

The Person We Are Looking For
Someone who:

• Genuinely lights up when a person feels truly heard
• Believes service should be human, personal, and proactive
• Has real curiosity about functional and integrative medicine
• Stays calm and kind when people are frustrated or overwhelmed
• Notices the small details that make people feel cared for
• Can manage a high volume of communication without dropping the ball
• Welcomes feedback as a tool for growth, not a personal critique
• Takes ownership and closes the loop, every time

What You Will Do

This role is built around relationships, communication, and coordination. Communication is the heart of it, and that is where most of your day will live.

Patient Relationship Management (your primary focus)

• Serve as the main point of contact for patients across phone, portal, and in-person interactions
• Manage a high volume of patient messages with clarity, warmth, and timeliness, with a standard of 24 business-hour response
• De-escalate concerns and guide difficult conversations toward solutions
• Build relationships over time so patients feel known and supported, not processed
• Notice when a patient needs a check-in, a clarifying call, or a small extra step that turns a good experience into a great one
• Be the steady, familiar voice patients come to trust

Scheduling and Care Coordination

• Manage provider schedules across both practices, including new patient onboarding, follow-ups, and procedures
• Coordinate appointments, labs, imaging, specialty referrals, and outside records
• Track outstanding orders, results, and next steps so nothing slips between visits
• Anticipate clinic flow and adjust proactively when the day shifts (and it will)
• Ensure each patient leaves a visit knowing exactly what comes next and when

Documentation, Systems, and Team Collaboration

• Maintain accurate, timely documentation in our EHR (Cerbo)
• Use Spruce for patient communication and keep all threads clean and current
• Uphold HIPAA compliance and patient confidentiality without exception
• Collaborate closely with providers and teammates across both practices, communicating proactively and closing every loop
• Contribute to a calm, organized environment where patients and coworkers both feel at ease
• Receive feedback as part of how we get better together, and act on it quickly

What We Need From You

• Two or more years in a role where relationships were your job; customer success, client services, account management, concierge, hospitality, executive assistant supporting clients, or similar
• A track record of being the person clients or customers trust, return to, and refer others to
• Strong written and verbal communication skills
• High emotional intelligence, especially under pressure
• Excellent organization and follow-through across a high volume of touchpoints
• Comfort learning new software quickly (EHRs, communication platforms, scheduling tools)
• Genuine curiosity about functional and integrative medicine, even if it is new to you
• Helpful but not required: previous healthcare experience, familiarity with membership-based or relationship-driven service models (DPC, concierge medicine, private banking, boutique fitness, high-end hospitality, etc.)

We are intentionally open to candidates without a clinical background. If you have spent your career making people feel taken care of, we want to hear from you.

Schedule, Location, and Pay

• In-person in Centennial, CO
• Monday through Friday, 7:00 AM to 4:00 PM, with a 45-minute lunch
• $23.00 to $28.00 per hour, based on experience
• Paid time off and holidays, health and dental benefits, 401(k) with matching where applicable

How to Apply

Please submit your resume, a brief cover letter, and a short video.

About the video: please read this part carefully.

The video is the most important part of your application. We will receive many resumes that look similar on paper. The video is how you stand out. It is also how we get a real sense of the thing this role is actually about: how you come across to another human being.

We are not looking for polish, scripts, or a perfectly lit setup. We are looking for you. Warmth, presence, clarity, and how you naturally show up in conversation. A video recorded on your phone in good lighting is completely fine.

In a 2 to 4 minute video, please answer:

• What draws you to working in a personalized, relationship-based healthcare setting, especially if it is new to you?
• What about this specific role interests you?
• Tell us about a time you turned a frustrated or struggling client, customer, or patient into someone who trusted you.
• How do you approach receiving feedback and constructive coaching?

You can submit through Loom, an unlisted YouTube link, or a Zoom recording.

Applications without a video will not be reviewed. The video is how you stand out, please treat it that way.

Pay: $23.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Free parking
• Health insurance
• Health savings account
• Paid time off

Experience:

• Customer service: 2 years (Required)

Ability to Commute:

• Centennial, CO 80112 (Required)

Work Location: In person

Salary : $23 - $28