Front Desk Patient Coordinator
Boutique Plastic Surgery Practice | Atlanta, GA
The Nelson Center for Plastic and Reconstructive Surgery is seeking a polished, personable, and highly organized Front Desk Patient Coordinator to join our team.
Our practice is built around thoughtful, individualized care and an elevated patient experience. We are looking for someone who understands that exceptional service begins long before a patient enters the treatment room. From the first phone call to the final postoperative visit, every interaction should feel welcoming, professional, attentive, and seamless.
This position is ideal for someone who combines the warmth and hospitality of a luxury service environment with the organization, discretion, and attention to detail required in a medical practice.
The Role
As the first point of contact for many of our patients, you will play an important role in setting the tone for their experience with our practice. You will manage front-office communications, welcome patients, coordinate appointments, answer and convert incoming inquiries, process payments, maintain accurate information within our systems, and help ensure the daily flow of the office remains organized and efficient.
More importantly, you will help create an environment where patients feel recognized, respected, comfortable, and genuinely cared for.
Responsibilities
Front Office and Daily Operations
- Warmly greet and welcome patients and guests to the practice
- Answer incoming telephone calls with professionalism, confidence, and excellent communication ensuring attentive service from first contact through follow-up.
- Respond promptly and thoughtfully to patient inquiries, and return missed calls, texts, emails and web inquiries without unnecessary delay.
- Schedule consultations, treatments, postoperative visits, and other appointments, communicating delays or schedule changes proactively.
- Maintain an organized and efficient appointment schedule – maintaining a cancellation and waitlist and proactively backfilling openings when possible
- Confirm appointments and communicate necessary pre-visit information
- Assist with patient check-in and check-out
- Accurately enter and maintain patient demographic and administrative information
- Collect and process payments as appropriate
- Maintain familiarity with practice services and procedures to appropriately assist prospective patients
- Assist with room turnover, stocking, and other basic office-support tasks to keep patient flow efficient
- Keep mail, faxes, deliveries and routine administrative requests moving throughout the day rather than allowing them to accumulate.
- Communicate effectively with the physician and clinical team regarding scheduling and patient needs, and supporting one another wherever needed in a small-practice environment
- Maintain organization and presentation of the reception and patient-facing areas
- Protect patient privacy and maintain strict confidentiality
- Assist with general administrative responsibilities and office projects as needed
- Help identify opportunities to improve the patient experience and overall efficiency of the practice
Lead Response and Patient Conversions
- Respond promptly and professionally to inquiries from Google Ads, RealSelf, the practice website, referrals, social media, and other lead sources.
- Ask appropriate qualifying questions, explain the consultation process and basic procedure information, and communicate the surgeon’s value and approach accurately.
- Track every lead source, status, contact attempt, consultation outcome, and related revenue data in the designated system so marketing performance can be measured reliably.
- Follow up consistently with qualified leads who have not scheduled, using the practice’s defined cadence and communication standards.
- Learn the surgeon’s common explanations, terminology, pricing framework, and patient FAQs so routine questions can be handled confidently and consistently.
- Support practice conversion goals and any approved team incentive program by treating every inquiry as an opportunity to build trust and advance the patient relationship.
Administrative & Systems Support
- ·Maintain accurate demographic, payment, referral-source, and appointment information in Nextech and related systems.
- Help ensure daily transactions are entered correctly and reconciled according to practice procedure.
- Use checklists, task lists, and documented workflows so responsibilities remain visible and transferable when another team member is absent.
- Learn and maintain working proficiency in practice technology, including Nextech and any lead-tracking, financing, loyalty, payment, or communication platforms used by the practice.
- Protect patient confidentiality and follow HIPAA, OSHA, anti-harassment, and other applicable practice policies.
Who We Are Looking For
Our ideal candidate is someone who naturally notices the details.
You are warm without being overly casual, professional without feeling impersonal, and confident communicating with a wide range of personalities. You understand how to anticipate needs, follow through on commitments, and remain composed when the office becomes busy.
You recognize that in a boutique plastic surgery practice, the patient experience is shaped by dozens of small interactions—and each one matters.
Ideal Qualifications
- High School Diploma or equivalent required; associate’s or bachelor’s degree preferred
- 2+ years of experience in a medical office, plastic surgery practice, dermatology practice, med spa, luxury hospitality environment, or other high-touch customer service setting preferred but not required for a candidate with the right service mindset and ability to learn quickly
- Exceptional interpersonal and verbal communication skills, bilingual ability with Spanish preferred.
- Professional telephone presence and written communication skills
- Strong sales orientation without being pushy; able to build rapport, explain value, and confidently move prospective patients toward consultation.
- Strong organizational skills with excellent attention to detail
- Comfortable managing multiple priorities without losing composure or accuracy
- Dependable, punctual, and accountable
- Strong computer and technology skills with ability to learn lead-tracking tools, payment systems and other practice applications.
- Experience with electronic medical record (EMR) systems, esp Nextech, preferred
- Experience with scheduling software and electronic communications
- QuickBooks knowledge is a plus
- Ability to learn new software and technology efficiently
- Strong data-entry skills and commitment to accuracy
- Discretion when handling confidential or sensitive information
- Collaborative attitude and willingness to support other members of the team
The Standard of Service
We believe excellent patient care extends beyond the operating room.
We approach patient service with the attentiveness associated with exceptional hospitality: remembering details, anticipating needs, communicating clearly, following through, and making every patient feel that their time and concerns matter.
The right person for this role understands that answering the telephone, welcoming a patient by name, keeping someone informed when there is a delay, or remembering an important detail from a previous visit are not small tasks. They are part of how trust is built.
What Success Looks Like
You will thrive in this position if you:
- Take ownership rather than waiting to be asked
- Follow through reliably
- Pay attention to details others may overlook
- Communicate clearly and professionally
- Remain calm and gracious under pressure
- Enjoy creating an exceptional experience for others
- Are comfortable working in a small, collaborative team
- Respect high standards and take pride in representing the practice well
- Are receptive to feedback and continually look for ways to improve
Access to PHI (Protected Health Information)
This position requires access to patient schedules, demographics, medical records, payment information, lead data, and other PHI as necessary to perform front-office and administrative responsibilities. Access must be limited to the minimum necessary for assigned duties and handled in accordance with the practice’s HIPAA policies.
Supervisory Responsibilities
This position has no formal supervisory responsibilities but is expected to take ownership of assigned front-office functions and coordinate closely with the Patient Care Coordinator and surgeon.
Typical Physical Demands & Working Conditions
Normal medical office environment with frequent patient interaction, prolonged sitting and computer/telephone use, and periodic standing, bending, light lifting, room preparation, and movement throughout the office. Occasional early, evening, or weekend work may be needed based on practice operations.
Our Practice
The Nelson Center is a boutique plastic surgery practice focused on providing individualized care in a sophisticated, welcoming, and professional environment. Our approach emphasizes thoughtful communication, attention to detail, patient safety, and results tailored to each patient's individual anatomy and goals.
We are looking for a team member who takes the same pride in the patient experience that we take in the care we provide.
To apply, please submit your résumé along with a brief introduction explaining why you believe you would be a strong fit for a boutique plastic surgery practice and what exceptional patient service means to you.
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Paid time off
Work Location: In person
