Patient Experience Coordinator

WEILER PLASTIC SURGERY•Covington, LA

11d•Onsite

About The Position

The Patient Experience Coordinator is the first point of contact for patients and visitors and helps create a positive, welcoming medspa and healthcare experience. The role combines administrative efficiency with high-touch, concierge-style customer service to support patient satisfaction and loyalty. Responsibilities span greeting patients, managing appointments and phone calls, supporting clinic operations, maintaining accurate records, and assisting with payments and financial questions. The coordinator is expected to communicate with empathy and professionalism and to address patient needs calmly and effectively.

Requirements

High school diploma or equivalent.
Strong interpersonal, communication, and problem-solving skills.
Ability to multitask in a fast-paced environment with grace and efficiency.
Knowledge of customer service principles and processes, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
Ability to listen attentively, understand others’ points, and ask appropriate questions without interrupting inappropriately.
Ability to communicate information and ideas verbally so others understand, and to comprehend verbal information.
Ability to provide and receive information effectively and professionally.
Professionalism and confidentiality.
Positive attitude and willingness to support the success of the entire office.

Nice To Haves

1–2+ years of experience in a medical office or hospitality/customer service role.
1–2 years of experience in aesthetics and/or a medspa.
Familiarity with EMR systems and Google.

Responsibilities

Greet patients and visitors warmly and create a friendly, professional first impression.
Check patients in and out efficiently.
Answer multi-line phone systems courteously and provide concierge-level service.
Schedule, confirm, and reschedule appointments.
Provide information and support about clinic services, policies, and procedures.
Deliver high-touch, concierge-style service tailored to patient needs and concerns.
Address patient questions or issues proactively and escalate them to appropriate staff when necessary.
Maintain a calm, compassionate, and solution-oriented approach in interactions.
Ensure accurate and timely documentation in the electronic medical record (EMR).
Help manage waiting room flow and communication between staff.
Perform clerical tasks, including scanning, attaching paperwork, faxing, and handling incoming and outgoing mail.
Process payments accurately, including balances, rewards programs, and third-party payment plans.
Explain and enroll patients in applicable rewards programs and promotional offers.
Help patients understand their financial responsibilities and payment options.
Troubleshoot billing concerns and patient questions clearly and compassionately.
Maintain current knowledge of the practice’s pricing, promotions, financial policies, and financial offerings.