Front Desk Patient Care Coordinator Position
We are seeking a professional, dependable, and highly motivated Front Desk Patient Care Coordinator to join our growing medical aesthetics and wellness practice. This position is the first and last point of contact for our patients and plays a critical role in creating an exceptional patient experience.
The ideal candidate is warm, confident, organized, sales-oriented, and able to manage multiple responsibilities in a fast-paced environment. This is not a position that simply answers phones and checks patients in. The Patient Care Coordinator is responsible for supporting patient retention, scheduling, treatment-plan follow-up, retail sales, membership growth, and the overall daily flow of the practice.
The right candidate will take ownership of the front desk, anticipate the needs of patients and providers, and consistently look for opportunities to improve the patient experience and support practice growth.
Key ResponsibilitiesPatient Experience and Front Desk Operations
- Greet every patient promptly, professionally, and warmly.
- Create a welcoming, polished, and organized front desk environment.
- Check patients in and out accurately and efficiently.
- Confirm that required intake forms, consents, identification, and payment information are completed.
- Maintain patient privacy and follow all HIPAA requirements.
- Communicate appointment delays or changes professionally.
- Monitor the reception area and ensure patients are not left waiting without acknowledgment or updates.
- Answer patient questions within the scope of the position and direct clinical questions to the appropriate provider.
- Ensure every patient leaves with clear aftercare information, future appointment recommendations, and an understanding of the next step in their treatment plan.
Scheduling and Phone Management
- Answer incoming calls promptly using approved phone scripts and professional communication standards.
- Respond to text messages, voicemails, emails, website inquiries, and social media leads in a timely manner.
- Schedule appointments accurately based on provider availability, treatment length, room availability, and patient needs.
- Confirm appointments and follow up with patients who have not completed required forms or deposits.
- Maintain an organized and efficient schedule while minimizing gaps and unused appointment time.
- Manage cancellations and rescheduling according to company policy.
- Maintain and utilize a cancellation or waitlist to fill last-minute openings.
- Clearly explain appointment deposits, cancellation policies, membership terms, and financing options.
- Verify that appointments are scheduled under the correct service, provider, location, and duration.
Rebooking and Patient Retention
- Rebook patients before they leave the practice whenever clinically appropriate.
- Review provider recommendations and assist patients with scheduling their next treatment.
- Follow up with patients who did not rebook at checkout.
- Contact overdue patients and patients who are due for recurring services.
- Conduct new-patient follow-up and thank-you calls as directed.
- Assist with review requests, birthday outreach, membership follow-up, and retention campaigns.
- Document patient communications and follow-up activity in the appropriate system.
Lead Management and Conversion
- Respond quickly and professionally to all new patient inquiries.
- Educate potential patients on available services without providing medical advice.
- Build trust, identify the patient’s primary concerns, and guide the patient toward the appropriate consultation or appointment.
- Follow up consistently with leads who have not yet booked.
- Maintain accurate lead-tracking records, including the source of the lead, services of interest, contact attempts, appointment status, and conversion outcome.
- Report lead activity and booking conversion numbers to management.
- Participate in promotional campaigns and contact patients who have expressed interest in featured services.
Sales, Memberships, and Treatment Support
- Confidently discuss services, skincare products, memberships, promotions, packages, and financing options.
- Support providers by reinforcing recommended treatment plans at checkout.
- Identify appropriate opportunities to upgrade or add services without using high-pressure sales tactics.
- Educate patients on the benefits of professional skincare products and how they support treatment results.
- Understand current promotions and communicate them accurately.
- Assist with membership enrollment, payment updates, benefit explanations, scheduling, and account questions.
- Maintain accurate knowledge of pricing, packages, rewards programs, deposits, and payment options.
- Never make guarantees regarding treatment results or provide clinical recommendations outside the scope of the position.
Payments and Checkout
- Accurately process payments, deposits, financing transactions, memberships, packages, gift cards, tips, and retail purchases.
- Confirm that all services and products are correctly entered before completing checkout.
- Provide receipts and explain balances or upcoming membership charges when needed.
- Ensure discounts and promotions are applied only when authorized.
- Balance the point-of-sale system and report discrepancies immediately.
- Maintain confidentiality regarding patient purchases, financial information, and account history.
- Assist with payment-plan applications while following company procedures.
Administrative and Operational Duties
- Complete opening and closing checklists thoroughly each day.
- Maintain an organized front desk, retail area, staff workspace, and patient-facing environment.
- Monitor office supplies, retail inventory, forms, and front desk materials.
- Notify management when supplies are low or when operational issues arise.
- Assist with scanning, uploading, filing, and organizing documents.
- Maintain accurate patient records and communication notes.
- Support daily communication between providers, estheticians, management, and other team members.
- Assist with laundry, light cleaning, restocking, room turnover, and other team duties when needed.
- Help transport supplies or materials between practice locations when requested.
- Participate in staff meetings, training sessions, promotional events, and occasional after-hours events.
- Complete assigned tasks by the stated deadline and communicate promptly if a task cannot be completed.
- Follow all company policies, procedures, scripts, checklists, and standards.
Required Qualifications
- High school diploma or equivalent.
- Previous customer service, hospitality, medical office, dental office, spa, retail, or sales experience preferred.
- Strong verbal and written communication skills.
- Comfortable discussing pricing, memberships, retail products, and treatment options.
- Strong organizational and multitasking abilities.
- Ability to remain calm, professional, and solution-focused during busy or challenging situations.
- Comfortable using computers, scheduling systems, point-of-sale systems, email, texting platforms, and basic spreadsheets.
- Ability to protect confidential patient and business information.
- Reliable transportation and the ability to work between locations when scheduled.
- Ability to work independently while remaining a proactive member of the team.
Preferred Qualifications
- Previous experience in a medical spa, plastic surgery office, dermatology office, wellness practice, or luxury service environment.
- Experience with patient scheduling, lead conversion, membership programs, retail sales, or financing platforms.
- Knowledge of aesthetic services, professional skincare, injectable treatments, wellness services, or cosmetic procedures.
- Experience working with electronic medical records or aesthetic practice-management software.
Professional Standards
The Patient Care Coordinator is expected to:
- Arrive on time and be fully prepared to begin working at the scheduled start time.
- Maintain a polished, professional appearance and follow the company dress code.
- Use professional language and maintain a positive attitude around patients and coworkers.
- Avoid excessive personal phone use while working.
- Remain attentive to patients and avoid leaving the front desk unattended without appropriate coverage.
- Accept coaching and feedback professionally.
- Communicate concerns directly to management rather than discussing internal issues with patients.
- Avoid gossip, negative conversations, and behavior that disrupts the team environment.
- Protect confidential patient, employee, financial, operational, and business information.
- Treat every patient and team member with respect, regardless of the circumstances.
- Demonstrate initiative rather than waiting to be asked to complete routine responsibilities.
Physical and Scheduling Requirements
- Ability to sit, stand, walk, bend, and move throughout the practice during the workday.
- Ability to lift and carry approximately 25 pounds when assisting with supplies or inventory.
- Ability to work at a computer and communicate by telephone for extended periods.
- Availability to work assigned weekdays, evenings, and Saturdays based on business needs.
- Availability to attend required meetings, training sessions, and occasional special events.
- Reliable transportation for travel between practice locations when required.
Employment Expectations
This position requires flexibility, accountability, excellent communication, and a genuine commitment to patient care. Responsibilities may change as the practice grows or as operational needs evolve.
All employees are expected to follow company policies, maintain confidentiality, support team operations, and perform other reasonable duties assigned by management.
Employment is subject to applicable company policies and state and federal employment laws.
Pay: $16.00 - $18.00 per hour
Benefits:
Work Location: In person
