Patient Experience & Operations Coordinator

Job description

We're a staffing agency hiring for a cash-pay sports medicine and athlete recovery clinic in Dallas, Texas. We provide personalized chiropractic care, rehabilitation, strength and conditioning, stretch therapy, massage, and other recovery services. Our approach is relationship-driven. We believe in delivering an exceptional athlete experience through empathy, accountability, clear communication, and personalized care. We are looking for a highly organized, proactive, and commercially minded Patient Experience & Operations Coordinator who can manage multiple priorities simultaneously, support patient retention and booking conversion, and help keep our daily operations running smoothly. The ideal candidate combines the coordination and problem-solving abilities of an experienced travel consultant, the patient-service skills of a healthcare administrator, the commercial mindset of a sales professional, and the digital confidence of an experienced remote worker. The Patient Experience & Operations Coordinator is responsible for front-desk support, patient communication, appointment coordination, enquiry follow-up, administrative accuracy and selected social media and digital operations. This is a hands-on, execution-focused position for someone who enjoys managing multiple moving parts, anticipating what needs attention, solving problems and ensuring that tasks are completed without constant supervision. The successful candidate will be comfortable working across several digital platforms, communicating professionally with US-based patients and colleagues, and balancing patient service with commercial outcomes such as bookings, retention and reactivation. ## ### Key responsibilities #### Patient experience and front-desk operations - Serve as a primary point of contact for current and prospective patients. - Manage incoming calls, voicemails, emails, texts and other assigned communication channels. - Provide timely, professional, empathetic and helpful responses to patient enquiries. - Explain approved service information, pricing, appointment availability and booking procedures. - Assist patients with scheduling, rescheduling and general administrative questions. - Handle concerns professionally, recognizing when an issue requires escalation to the General Manager or a clinician. - Maintain a positive, relationship-focused patient experience consistent with The Sports Pod's brand and service standards. - Ensure patient enquiries and unresolved issues have a clear next step, owner and follow-up deadline. #### Appointment coordination and scheduling - Manage appointments, cancellations, rescheduling, confirmations and related follow-ups using Jane or the clinic's designated practice-management system. - Monitor schedule changes and identify opportunities to fill available appointment slots. - Follow up with patients who cancel, miss appointments or leave without a future appointment where appropriate. - Help patients arrange their next appointment in accordance with clinician recommendations and established workflows. - Maintain accurate appointment statuses and communication records. - Coordinate competing scheduling requests and communicate changes to the appropriate team members. - Ensure outstanding scheduling matters are tracked through to resolution. #### Sales, enquiry conversion and patient retention - Respond to prospective patient enquiries and guide suitable prospects through the booking process. - Follow up with prospective patients who have not completed booking. - Use approved scripts, service information and professional communication to address questions and booking objections. - Maintain a structured record of enquiries, contact attempts, bookings and outcomes. - Support patient retention through appropriate follow-up, rescheduling and reactivation workflows. - Contact inactive patients or patients who have fallen out of their usual care schedule using approved processes. - Identify missed booking opportunities and communicate trends or recommendations to management. - Support the clinic's revenue and utilization objectives through consistent execution of patient follow-up processes. #### Healthcare administration and recordkeeping - Maintain accurate patient records, appointment information and administrative notes. - Follow clinic procedures for documentation, patient communication and information handling. - Handle confidential information responsibly and comply with applicable privacy and security requirements. - Recognize the boundaries between administrative support and clinical decision-making. - Direct clinical questions to the appropriate clinician rather than providing unauthorized clinical advice. - Support administrative processes related to patient payments, billing follow-ups and outstanding administrative items, within approved procedures and permissions. - Identify missing information, discrepancies or incomplete tasks and take appropriate action. #### Social media and digital engagement - Assist with the day-to-day management of The Sports Pod's business social media presence, particularly Instagram and LinkedIn. - Schedule and publish approved content in accordance with the content calendar. - Monitor social media comments, direct messages and enquiries. - Respond to routine enquiries using approved guidance and direct prospective patients into the appropriate enquiry and booking process. - Assist with organizing photos, videos, captions and other content assets. - Create or adapt basic social media content, including captions, simple Canva graphics and short-form video edits, as required. - Repurpose existing approved content for different platforms. - Monitor basic engagement and enquiry metrics and report useful observations to the General Manager. - Maintain the clinic's brand voice and professional standards across all online interactions. - Protect patient confidentiality and ensure required authorization is obtained before any patient-related content is published. - Escalate clinical questions, sensitive comments, complaints and content requiring approval. #### Technology and digital systems - Use digital tools confidently to manage communication, tasks, documentation, reporting and daily operations. - Use Slack for team communication, updates, handoffs and escalation. - Use Notion to manage assigned tasks, update statuses, follow standard operating procedures and maintain operational documentation. - Use Jane or similar practice-management software for scheduling and patient administration. - Use Google Workspace, including Gmail, Google Sheets, Google Docs and Google Drive, for correspondence, tracking, file management and reporting. - Use Canva or equivalent tools for basic graphic design and content preparation. - Learn new software and digital workflows quickly. - Troubleshoot routine technical and workflow issues and escalate problems appropriately. - Maintain organized digital records and follow security requirements for passwords, account access and confidential information. - Demonstrate an interest in AI tools, automation and process improvement, including identifying repetitive administrative tasks that could be simplified. #### Task management and operational accountability - Manage multiple concurrent responsibilities while maintaining accuracy and meeting deadlines. - Prioritize work according to urgency, patient impact, business requirements and established procedures. - Maintain clear task statuses and next actions in Notion or the designated task-management system. - Follow documented standard operating procedures and checklists. - Ensure assigned tasks are completed, documented and closed out appropriately. - Provide a concise end-of-day update covering completed work, outstanding items, blockers and matters requiring management input. - Communicate proactively when deadlines may be missed or a task cannot be completed. - Identify recurring problems and suggest practical improvements to reduce errors and unnecessary manual work. - Work independently while maintaining clear communication with the General Manager and wider team. ### Required qualifications and experience Candidates must demonstrate: - Previous experience working remotely with a US-based employer, customer base or client team. - Experience in a hospital, healthcare facility, medical practice or another patient-facing healthcare administration environment. - Strong organizational skills and the ability to manage multiple simultaneous tasks, changing priorities and competing deadlines. - Excellent written and spoken English, with professional telephone and customer-service skills. - A sales-oriented mindset, with experience in lead follow-up, booking conversion, customer retention, reservations or service recommendations. - Strong attention to detail and a demonstrated record of completing tasks reliably. - Confidence working with digital platforms and learning new software. - The ability to work independently, exercise sound judgment and escalate issues appropriately. - A professional, empathetic and solutions-oriented approach to customer and patient interactions. - Reliable internet connectivity and a suitable remote-working environment. - Availability during the agreed working hours aligned with the Dallas clinic's schedule. ### Preferred qualifications and experience The following will strengthen a candidate's application: - Previous experience as a travel consultant, travel agent, corporate travel coordinator, reservations consultant or booking coordinator. - Experience in hospital admissions, patient access, medical reception, patient coordination or healthcare customer service. - Previous experience supporting a US healthcare practice or other appointment-based US business remotely. - Professional experience using Slack and Notion. - Experience using Jane or another healthcare practice-management system. - Experience with CRM systems, task databases, operational trackers or structured follow-up pipelines. - Experience scheduling business social media content for Instagram, LinkedIn or similar platforms. - Basic Canva design, short-form video editing or content repurposing skills. - Familiarity with Google Workspace, spreadsheets and basic operational reporting. - Exposure to AI productivity tools, automation platforms or digital process improvement. ### Personal attributes The successful candidate will be: - **Highly organized:** Able to keep track of numerous open tasks without relying on memory alone. - **Proactive:** Notices what needs attention and takes action within their authority. - **Commercially minded:** Understands the importance of bookings, conversion, retention and revenue. - **Service-oriented:** Genuinely enjoys helping people and delivering a positive patient experience. - **Calm under pressure:** Can handle interruptions, urgent requests and changing priorities without losing control of other responsibilities. - **Accountable:** Takes ownership of assigned tasks, communicates issues early and follows through to completion. - **Technologically confident:** Comfortable learning new systems and using digital tools to work efficiently. - **Professional and discreet:** Handles sensitive information and difficult conversations appropriately. - **Adaptable:** Willing to work across patient service, administration, scheduling and basic digital marketing support. ### Performance expectations Performance will be assessed against agreed, measurable targets, including: - Reliability of assigned front-desk coverage. - Timeliness and quality of patient and prospective-patient communication. - Enquiry follow-up and booking conversion. - Completion of cancellation, rescheduling, retention and reactivation tasks. - Accuracy of appointment records and administrative documentation. - Completion of assigned tasks and daily reporting within agreed deadlines. - Quality and consistency of social media publishing and enquiry handling. - Appropriate use of Slack, Notion and other operational systems. - Ability to resolve routine issues independently and escalate exceptions appropriately. - Contribution to improving workflow reliability and the overall patient experience. Specific numerical targets will be established during onboarding based on clinic volume, existing performance and the responsibilities assigned to the role. ### ### What success looks like The successful candidate ensures that patients receive timely and thoughtful service, enquiries are followed through to booking or a documented outcome, cancellations and follow-ups are managed proactively, records remain accurate, and routine tasks are completed without constant management intervention. They help maintain an organized, responsive and commercially effective front desk while supporting selected social media activities and using technology to improve operational efficiency. Above all, we are looking for someone who takes ownership, manages competing priorities intelligently, communicates clearly and consistently closes the loop.