Patient Experience & Scheduling Coordinator
Full Potential HRT Clinic — Tigard, OR
Pay: $24-26
Schedule: Full-Time | Monday–Friday | 9:00am–6:00pm
Location: In-person | Tigard, OR
This Is Not a Typical Scheduling Job
This position is for someone who is exceptional on the phone, naturally connects with people, stays organized under pressure, and takes real ownership of their work.
At Full Potential HRT Clinic, prospective patients often contact us after spending months or years searching for answers. The person who answers the phone may be their first real interaction with our clinic. That conversation matters.
We are looking for someone who can make prospective patients feel heard, understood, comfortable, and confident taking the next step. You must be warm and personable, but also organized, accurate, efficient, and capable of learning detailed information about our services and scheduling processes.
This position also manages centralized scheduling for our current patients. You will schedule, cancel, and reschedule appointments across our clinics while helping reduce the number of phone calls handled by our front-desk teams. This allows our front-desk employees to focus more fully on the patients who are physically present in the clinic.
This is a high-performance role. It requires excellent phone skills, strong social awareness, careful attention to detail, reliable follow-through, basic spreadsheet ability, and the capacity to manage frequent interruptions without forgetting or abandoning unfinished work.
You may be entering information into a spreadsheet when a new-patient call arrives. You must be able to pause, answer the phone warmly and confidently, help the prospective patient, document the interaction, and then return to your earlier task without losing your place or making an error.
If you are naturally organized, socially confident, highly dependable, and proud of doing things correctly, this may be an excellent fit.
About Full Potential HRT Clinic
Full Potential HRT Clinic is a physician-led concierge medical practice specializing in hormone optimization, medical weight loss, sexual wellness, regenerative medicine, aesthetics, and longevity-focused care.
We operate with a high-touch, relationship-driven model that prioritizes clinical excellence, discretion, trust, and long-term patient relationships.
Our patients expect an elevated experience. They want to speak with someone who is warm, knowledgeable, responsive, and genuinely interested in helping them.
Our culture is disciplined, collaborative, supportive, and performance-oriented. We care deeply about our patients, invest in our employees, and expect every team member to take ownership of their responsibilities.
Who Thrives in This Role
You will excel here if you are:
- Exceptional on the telephone
- Warm, friendly, polished, and socially confident
- Able to connect quickly with many different types of people
- Comfortable answering questions and guiding conversations
- Persuasive and helpful without being pushy
- Highly organized and attentive to detail
- Reliable about returning calls and completing follow-up
- Able to manage multiple responsibilities without losing track of tasks
- Calm and professional during busy periods
- Comfortable pausing one task, handling an interruption, and returning to complete the original task accurately
- Able to prioritize without becoming overwhelmed
- Comfortable learning detailed services, policies, pricing, and scheduling rules
- Accurate when entering information into spreadsheets and other systems
- Able to work independently while following established procedures
- Comfortable being held accountable for responsiveness, accuracy, organization, and results
- Honest and proactive when you need help or clarification
- Proud of doing excellent work even when no one is watching
What You’ll Be Responsible For
Prospective-Patient Scheduling and Assistance
- Answer incoming calls and messages from prospective patients
- Build rapport, listen carefully, and help patients feel comfortable and understood
- Explain our services, locations, evaluation process, general pricing, and next steps using approved information
- Help prospective patients identify the appropriate starting point
- Schedule consultations and evaluations accurately
- Collect and document required information
- Complete timely phone and text follow-up with prospective patients
- Maintain organized follow-up lists and ensure no inquiry is forgotten
- Route clinical, unusual, or out-of-scope questions to the appropriate team member
- Represent the clinic with warmth, professionalism, confidence, and a helpful—not pushy—approach
Current-Patient Scheduling
- Schedule, cancel, and reschedule appointments for current patients
- Select the correct provider, location, appointment type, duration, and visit format
- Prevent scheduling errors and booking conflicts
- Respond to scheduling calls, voicemails, text messages, and assigned communications
- Document scheduling activity accurately
- Help patients understand their next steps
- Route clinical, billing, or other non-scheduling questions to the correct team member
- Help reduce phone interruptions at clinic front desks so those employees can focus on patients who are physically present
Call Prioritization and Follow-Through
- Keep track of calls, messages, follow-up, and unfinished work
- Pause one task, handle an incoming call, and return to the original task without losing your place
- Recognize when call volume requires backup
- Communicate promptly when assistance is needed
- Ensure that no call, message, or task is forgotten
Membership and Patient-Account Support
- Process membership tier progressions accurately and on time
- Answer routine questions about memberships, Terms of Service, and required forms using approved information
- Process membership cancellation and termination requests
- Complete all required documentation and system updates
- Route disputes, complaints, requested exceptions, and unusual situations to management
- Avoid making unauthorized promises, fee waivers, refunds, policy exceptions, or interpretations
Referral Credits and Patient Feedback
- Process patient referral credits accurately and maintain organized records
- Review patient feedback and thank patients for positive comments
- Share positive feedback with the appropriate employees and providers
- Help administer employee recognition associated with positive feedback
- Escalate complaints or concerning feedback promptly
- Enter all related information accurately into designated spreadsheets and systems
Administrative Organization and Data Accuracy
- Maintain accurate scheduling, patient-account, and follow-up records
- Enter information correctly into spreadsheets and clinic systems
- Review your work for accuracy and completeness
- Maintain organized task lists, notes, and electronic records
- Complete recurring responsibilities and meet deadlines without repeated reminders
- Ask for clarification when instructions are unclear
- Communicate honestly and promptly about errors, delays, or barriers
- Help improve scheduling and patient-communication systems as the clinic grows
What We Are Looking For
Required
- At least two years of experience in customer service, healthcare administration, hospitality, scheduling, sales support, call-center work, or another high-contact service role
- Exceptional telephone and interpersonal communication skills
- A warm, confident, polished, and professional communication style
- Strong attention to detail and accurate data-entry skills
- Excellent organization and reliable follow-through
- Ability to manage frequent interruptions without forgetting unfinished work
- Ability to independently manage calls, callbacks, follow-up, and recurring tasks
- Strong written communication skills
- Basic spreadsheet proficiency
- Ability to learn detailed services, scheduling rules, membership structures, and clinic processes
- Ability to follow scripts, checklists, workflows, and policies consistently
- Proven reliability, punctuality, professionalism, and work ethic
- Comfort working in a high-accountability, performance-oriented environment
- Ability to maintain patient confidentiality and comply with HIPAA requirements
Preferred
- Medical scheduling or healthcare-administration experience
- Experience speaking with prospective patients or customers considering a significant service
- Experience in a concierge, wellness, medical, dental, aesthetic, or specialty clinic
- Experience with EHR, practice-management, or customer relationship management systems
- Experience maintaining tracking spreadsheets
- Experience processing cancellations or handling customer-retention conversations
- Familiarity with hormone therapy, medical weight loss, sexual wellness, regenerative medicine, aesthetics, or longevity care
This Role May Not Be a Fit If You
- Dislike spending a significant part of the day on the telephone
- Avoid initiating conversations or discussing services and pricing
- Become easily overwhelmed by interruptions or changing call volume
- Frequently forget callbacks, follow-up, or unfinished tasks
- Need repeated reminders to complete routine responsibilities
- Struggle with accurate data entry or documentation
- Are uncomfortable being measured on responsiveness, accuracy, organization, and results
- Have difficulty following established systems, scripts, and policies
Compensation and Benefits
- $24–$26 per hour, depending on experience and demonstrated qualifications
- High performers are recognized and rewarded over time
- 120 hours PTO, including sick time
- Employer-sponsored health insurance after 90 days
- Employer HSA contribution of $100 per month, plan-dependent
- 401(k) with 3% employer contribution after 12 months
- 8 paid holidays per year
- Exceptional employee discounts on clinic services and products
- Collaborative, respectful, and high-performing team environment
A Final Note
We are not looking for someone who simply answers phones and schedules appointments.
We are looking for a warm, capable, and highly organized person who can become a trusted first point of contact for prospective patients and a dependable scheduling resource for current patients.
The right person will combine strong social skills with accuracy, discipline, autonomy, and follow-through. You will help prospective patients feel confident choosing our clinic, help current patients receive timely scheduling assistance, and allow our front-desk teams to remain focused on the patients in front of them.
If you are exceptional on the phone, stay organized in a busy environment, and take pride in completing work correctly and completely, we would love to meet you.
Pay: $24.00 - $26.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Vision insurance
Experience:
- Medical Office: 2 years (Required)
Shift availability:
Work Location: In person
