The Patient Experience Coordinator serves as the first point of contact for patients and visitors, setting the tone for a positive and welcoming medspa & healthcare experience. This role combines administrative efficiency with exceptional customer service to ensure seamless patient interactions—from answering phones and scheduling appointments to checking patients in and out. A strong focus on communication, empathy, and professionalism is essential in delivering concierge-level service that supports patient satisfaction and loyalty.

Role and Responsibilities

• Greet patients and visitors warmly, creating a friendly and professional first impression.
• Efficiently check patients in and out
• Answer multi-line phone systems with a courteous, professional demeanor & concierge service.
• Schedule, confirm, and reschedule appointments as requested.
• Provide information and support related to clinic services, policies, and procedures.
• Deliver high-touch, concierge-style service tailored to patient needs and concerns.
• Proactively address patient questions or issues, escalating to appropriate staff when necessary.
• Maintain a calm, compassionate, and solution-oriented approach in all interactions.
• Ensure accurate and timely documentation in the electronic medical record (EMR).
• Assist with managing waiting room flow and communication between staff.
• Perform general clerical tasks including scanning, attaching paperwork, faxing, and handling incoming/outgoing mail.
• Accurately process payments, including balances, rewards programs and 3rd party payment plans.
• Explain and enroll patients in applicable rewards programs and promotional offers.
• Assist patients in understanding their financial responsibilities and payment options.
• Troubleshoot billing concerns or patient questions with clarity and care.
• Keep updated knowledge of the practice's pricing, promotions, financial policies, and financial offerings.

Minimum Education and Experience Requirements

• High school diploma or equivalent (required)

Preferred Education or Experience

• 1-2 years of experience in a medical office or hospitality/customer service role
• 1-2 years of aesthetic and/or medspa
• Strong interpersonal, communication, and problem-solving skills
• Familiarity with EMR systems and Google
• Ability to multitask in a fast-paced environment with grace and efficiency

Knowledge, Skills, and Abilities

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• The ability to communicate information and ideas in speaking so others will understand as well as verbal comprehension when receiving information.

• Able to provide and receive information effectively and professionally.

• Professionalism and confidentiality.

• Positive Attitude and willingness to support the success of the entire office. 

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at a time.