We are a growing integrative medical practice specializing in women's health, hormones, primary care, and functional medicine. Our team blends conventional and holistic approaches to deliver personalized, whole-person care — and we are hiring a warm, proactive Patient Experience Success Coordinator to be the connective tissue between our clinical team and the patients we serve.
This is not a traditional admin role. This is a relationship-driven role for someone who lights up at the idea of walking alongside patients on their healing journey.
As our Patient Experience Success Coordinator, you will own the patient journey from first inquiry through long-term follow-through. A typical week includes:
- Welcome calls with new patients — setting expectations and preparing them for their first visit.
- Post-visit follow-up calls and emails to check in on protocols, progress, and any open questions.
- Tracking treatment plan adherence (labs, supplements, follow-up visits) and proactively closing care gaps.
- Resolving patient concerns and billing questions with empathy and a service-recovery mindset.
- Inviting happy patients to share Google reviews, testimonials, and referrals.
- Running thoughtful reactivation outreach to patients who have lapsed from care.
- Maintaining accurate patient journey data in GoHighLevel (our CRM) and Charm EMR.
- 2+ years in patient advocacy, patient experience, customer success, concierge services, care coordination, or hospitality — healthcare strongly preferred.
- Exceptional warmth, emotional intelligence, and comfort with difficult or sensitive conversations.
- Genuine comfort with proactive outbound calling (this is not a role for someone who prefers to hide behind email).
- Strong, human writing voice.
- Experience with CRM pipelines and KPI dashboards — GoHighLevel experience is a big plus.
- Familiarity with EMR systems (Charm EMR preferred).
- Experience with Outlook, Google Workspace, and project management tools such as Asana, Trello, or ClickUp.
- HIPAA training or demonstrated healthcare compliance knowledge.
- Highly organized and reliable, with excellent follow-through.
- Quiet, private, HIPAA-compliant home workspace with reliable high-speed internet.
- Prior experience in an integrative, naturopathic, or functional medicine practice.
- Familiarity with women's health, hormones, and functional medicine terminology.
- Experience tracking KPIs such as NPS/CSAT, retention rate, reactivation rate, and review growth.
- Bilingual candidates are encouraged to apply.
- Patients feel known, supported, and cared for between visits.
- New patient conversion and retention rates steadily improve.
- Google reviews and patient referrals grow month over month.
- Lapsed patients return. Loyal patients bring their friends.
Location: Remote
Schedule: Weekday business hours, flexible within EST/MST
Type: Part-Time to Full-Time
Reports To: Office Manager / Physician
Compliance: HIPAA BAA and training required before first day of work