Patient Experience Coordinator - Specialty Healthcare (Pacific Heights)

SerenityAG•San Francisco, CA

2d•Onsite

About The Position

Serenity AG partners with an innovative mental health practice in San Francisco’s Pacific Heights neighborhood, focused on delivering an exceptional patient experience. The practice specializes in treatment-resistant depression, combining leading clinical care with a personalized, hospitality-driven approach. Every detail, from clinic design to patient interaction, is crafted to create a calm, comfortable, thoughtful, and individualized experience. Patients are supported by an exceptional clinical team and a dedicated Patient Advocate who manages logistical details like scheduling, transportation, and insurance paperwork. This is a highly patient-facing role that blends concierge-level hospitality with hands-on clinical support in an elevated mental health setting.

Requirements

A genuine hospitality mindset—enjoy taking care of people, anticipate their needs, and take satisfaction in creating an exceptional experience.
Exceptional emotional intelligence, empathy, and interpersonal skills, with the ability to make different personalities feel comfortable and cared for.
Polished, professional, and approachable presence with high standards for both personal presentation and the environment.
Naturally attentive to details—notice what is out of place, what needs to be replenished, and what could make someone’s experience better without waiting to be asked.
Proactive, dependable, and accountable. Take ownership of responsibilities and follow through.
Organized and efficient, with the ability to manage multiple priorities while remaining calm and focused.
Flexible and adaptable, with a positive attitude toward changing priorities and an evolving, entrepreneurial environment.
A problem solver who enjoys identifying opportunities for improvement and bringing practical solutions to the team.
Collaborative and comfortable working closely with physicians, clinical staff, and other team members.
Comfortable learning and using everyday technology, including Google Workspace, computers, mobile apps, and clinic systems.
Able to sit, stand, and walk throughout an 8-hour workday and occasionally lift or carry up to 30 pounds.

Nice To Haves

Experience in hospitality, luxury service, concierge, high-end customer service, patient experience, or a similarly service-focused environment is strongly preferred.
Healthcare experience is welcome but not required.
Interested in building a stable, long-term role and growing with the organization.

Responsibilities

Create an exceptional, highly personalized experience for every patient from arrival through departure, ensuring they feel welcomed, comfortable, and genuinely cared for.
Own the in-clinic patient experience, including treatment-room readiness, warm greeting and check-in, personalized amenities, comfort needs, safety requirements, and coordination throughout the visit.
Maintain the appearance and atmosphere of the clinic, keeping patient rooms and shared spaces exceptionally clean, organized, stocked, welcoming, and ready throughout the day.
Prepare and reset treatment rooms between patients, ensuring every detail is in place for the next visit.
Work closely with physicians and the clinical team to ensure smooth clinic operations and create an outstanding experience for both patients and providers.
Perform supporting clinical responsibilities, including rooming patients, taking and recording vital signs, assisting with self-assessments and testing, and supporting treatments and procedures as appropriate.
Maintain inventories of clinical supplies, patient amenities, and office supplies to ensure the clinic is consistently well-stocked and prepared.
Support day-to-day clinic operations, including opening or securely closing the clinic, scheduling and care coordination, collecting payments or copays, insurance eligibility assistance, and basic administrative tasks.
Maintain accurate and organized paperwork, scanning, filing, mail, deliveries, and other clinic administrative needs.
Help patients safely and comfortably navigate the clinic, including providing physical assistance such as pushing a wheelchair when needed.
Take ownership of details: notice when something is out of place, a patient needs something, supplies are running low, or a process could work better, and take action to improve it.