About Us
Optimal Health & Wellness is a growing integrative medical practice dedicated to helping patients uncover the root cause of their health concerns. We offer advanced therapies including Hyperbaric Oxygen Therapy (HBOT), IV Therapy, Ozone Therapy, Red Light Therapy, Lymphatic Drainage, Stem Cell Therapy, RIFE, Functional Medicine, Hormone Optimization, Weight Loss, Aesthetics, and more.
We are seeking an energetic, relationship-driven individual who thrives on building connections with patients and enjoys helping people discover solutions that can improve their health. This is not a traditional front desk position. We are seeking a high-performing patient concierge who has a proven track record of delivering exceptional customer service, educating patients, building long-term relationships, and contributing to practice growth through strong communication and patient conversion.
Position Summary
The Wellness Concierge & Patient Success Coordinator is the first impression of our practice and plays a critical role in creating an exceptional patient experience. This individual will guide patients from their first phone call through ongoing care by educating them about our services, coordinating appointments, following up on treatment plans, tracking laboratory results, and ensuring no patient falls through the cracks.
The ideal candidate is highly organized, personable, sales-oriented, and passionate about helping patients achieve better health.
Responsibilities
- Answer incoming phone calls and convert inquiries into scheduled consultations.
- Confidently educate patients on our services and explain how therapies may complement their wellness goals.
- Build relationships with patients while creating an exceptional concierge experience.
- Identify opportunities to recommend additional therapies, memberships, packages, and services that align with provider recommendations.
- Check patients in and out efficiently while maintaining excellent customer service.
- Schedule consultations, treatments, follow-up visits, and recurring appointments.
- Track outstanding laboratory results and ensure providers and patients receive timely follow-up.
- Contact patients regarding completed laboratory results and assist with scheduling follow-up appointments.
- Reactivate inactive patients through personalized outreach.
- Assist providers with maintaining efficient daily schedules.
- Maintain accurate patient documentation within the electronic medical record.
- Process payments and explain pricing, memberships, and treatment packages.
- Assist with inventory, retail product sales, and front office organization.
- Help maintain a welcoming, professional, and luxury patient environment.
Required Qualifications
- Minimum of 3 years of experience in a patient-facing healthcare, concierge medicine, medical spa, dental treatment coordinator, chiropractic, physical therapy, wellness, or similar role.
- Demonstrated success in patient education and customer service.
- Exceptional communication and relationship-building skills.
- Highly organized with excellent attention to detail.
- Comfortable learning and discussing wellness therapies and treatment options.
- Strong multitasking and problem-solving abilities.
- Professional appearance and positive attitude.
- Proficient with computers and electronic medical records.
Preferred Qualifications
- Experience working in functional or integrative medicine.
- Experience in concierge medicine, medical aesthetics, plastic surgery, dental treatment coordination, or other cash-pay healthcare environments.
- Knowledge of laboratory workflow and patient follow-up.
- Experience with membership-based practices.
- Experience with supplement or retail product sales.
We Are Specifically Looking For Someone Who Can Demonstrate
- A proven history of converting phone inquiries into scheduled appointments.
- Measurable success increasing treatment acceptance or package sales.
- Experience meeting or exceeding sales or conversion goals.
- Confidence discussing pricing, memberships, and treatment recommendations.
- Strong patient retention and relationship-building skills.
- The ability to create trust without using high-pressure sales tactics.
Performance Expectations
Success in this role will be measured by:
- Phone inquiry conversion rate
- Consultation-to-treatment conversion rate
- Membership enrollments
- Package and service sales
- Patient retention and rebooking percentage
- Timely laboratory follow-up
- Patient satisfaction and online reviews
- Overall contribution to practice growth
Compensation
- Competitive hourly wage based on experience, starting pay will increase for exceptional candidates.
- Monthly performance bonus opportunities
- Paid training
- Employee discounts on services and supplements
- Opportunity for growth within a rapidly expanding practice
Why Join Optimal Health & Wellness?
We are building one of Northwest Indiana’s premier integrative health and wellness centers. We are looking for team members who genuinely care about people, enjoy creating meaningful patient relationships, and want to grow with an innovative practice focused on changing lives—not simply treating symptoms.
If you are passionate about helping patients, enjoy educating others, and have a proven ability to build relationships that lead to outstanding patient experiences and practice growth, we’d love to meet you.
Application Requirements (Required)
To be considered for this position, please submit your resume along with a cover letter. Applications submitted without a cover letter will not be considered.
In your cover letter, please answer the following questions in detail:
- Why are you interested in working at Optimal Health & Wellness, and what about our mission or services appeals to you?
- Describe your experience in a patient-facing healthcare, medical spa, concierge medicine, dental treatment coordinator, chiropractic, physical therapy, wellness, or similar role.
- Tell us about your experience educating patients or clients about services or treatment options. How did you build trust while helping them make informed decisions?
- Describe your experience converting phone inquiries or consultations into scheduled appointments or treatment plans.
- If you tracked conversion metrics, please share them.
- What strategies helped you be successful?
- Have you ever been responsible for increasing revenue through memberships, treatment packages, retail products, or additional services?
- Please provide specific examples and measurable results whenever possible.
- What sales goals, performance metrics, or key performance indicators (KPIs) were you personally responsible for in previous positions? Examples might include:
- Appointment conversion rate
- Treatment acceptance rate
- Membership enrollments
- Patient retention
- Retail sales
- Monthly revenue goals
- Describe a time when you turned a hesitant or uncertain prospective patient into a loyal client. What approach did you take, and what was the outcome?
- This position requires proactively recommending services that align with provider recommendations and each patient’s health goals. Tell us about your comfort level with consultative selling and educating patients without using high-pressure sales techniques.
- Our practice values exceptional customer service. Describe what creating a “five-star patient experience” means to you and provide an example from your previous work.
- Why do you believe you would be an excellent fit for this role, and what unique strengths would you bring to our team?Bonus (Optional)
If you have any measurable accomplishments from previous positions, we’d love to hear about them. Examples include:
- Increased appointment conversion rates
- Membership growth
- Revenue generated
- Treatment acceptance rates
- Patient satisfaction scores
- Google review improvements
- Awards, recognition, or performance incentives earned
We value candidates who can demonstrate both exceptional patient care and measurable contributions to the success and growth of the practices they’ve served.
Pay: From $20.00 per hour
Benefits:
Work Location: In person
