Patient Services Coordinator

bVital Park City•Park City, UT

5d•Onsite

About The Position

bVital is a regenerative medicine and brain health clinic in Park City, Utah. We work with patients navigating serious neurological conditions, chronic illness, and performance decline, people who are invested in their outcomes and expect a high level of care and communication. Our clinical team delivers advanced therapies and complex protocols. The communication and coordination work that supports that team is just as important as what happens in the treatment room. This is a digital-first, communication-heavy support role that sits at the intersection of patient services, clinical coordination, and administrative operations. You are not the primary patient-facing presence in the treatment room, that is the clinical MA team. You are the person who makes sure everything else gets handled: the questions that come in through the portal, the labs that need uploading, the tickets in Zendesk, the messages that need a response before end of day. You work closely with the clinical MA team, providers, and customer service team and concierges, serving as a key liaison between patients who have questions and the clinical team who has answers. You surface what needs attention, route it to the right person, and follow through until it is resolved.

Requirements

Experience in a patient-facing, medical office, or customer service role — you understand what professional, empathetic communication looks like in a healthcare context
Comfort managing multiple communication channels simultaneously: email, phone, portal messages, and a ticketing system
Strong written communication skills — your emails and messages are clear, warm, and free of errors
EMR or health tech experience
Reliable documentation habits — you record what happened and you do it the same day

Nice To Haves

Cerbo and Zendesk familiarity are a plus but not required
Background in medical office administration, medical assistant, patient services, or healthcare coordination
Experience with Zendesk, Cerbo, or similar ticketing and EMR platforms
Familiarity with lab result workflows or HIPAA-compliant communication standards

Responsibilities

Respond to patient messages, emails, and portal inquiries with accuracy, warmth, and same-day turnaround.
Handle inbound patient calls: answer questions, route clinical inquiries to the appropriate provider or MA, and document every interaction.
Manage the Zendesk ticket queue: triage, respond, escalate, and close tickets with consistent follow-through.
Upload lab results and patient records into Cerbo promptly and accurately.
Monitor the labs inbox and ensure results are routed to the correct patient file and flagged for provider review when needed.
Send lab results and other clinical communications to patients as directed by providers.
Act as a liaison between patients and the clinical team for non-urgent medical questions coming through the patient concierge — gathering context, addressing with the right provider or MA, and communicating the response back to the patient.
Support the clinical MA team with backend digital tasks that fall outside their patient care capacity.
Complete Cerbo tasks within 24 hours and maintain documentation standards across all patient communication.