FRONT OFFICE & CLIENT EXPERIENCE COORDINATOR POSITION

The Health Institute; Monroeville (Allegheny County); Hybrid; USD 40,000 - 60,000; Full time

Job summary

The Health Institute in Monroeville, PA, is seeking a Client Experience & Front Office Coordinator to ensure a seamless intake, scheduling, and onboarding process for prospective and active clients.

You will manage HubSpot records, coordinate multi-time-zone appointments, support e-commerce and fulfillment during peak periods, and collaborate with clinical and operations teams to deliver a superior client experience in a hybrid in-office role.

Qualifications

• Experience in client-facing roles in healthcare or wellness is a plus.
• Excellent written and verbal communication.
• Strong organizational skills and ability to manage multiple priorities.

Responsibilities

• Serve as primary point of contact for prospective and active clients by phone, email, and other channels.
• Guide onboarding and clearly communicate next steps to clients.
• Maintain accurate client data and documentation in HubSpot.
• Schedule and coordinate consultations across multiple time zones.
• Support administrative processes to ensure follow-up tasks are completed.

Skills

Time management

Client communication

Detail orientation

Multitasking

Team collaboration

Tools

HubSpot CRM

Job description

LOCATION: Monroeville, Pennsylvania — Hybrid

About The Health Institute

At The Health Institute (THI), we believe true healing is possible—and it starts at home.

Our mission is to empower individuals to transform their health through time-tested protocols rooted in ancient wisdom and modern science. We envision a world where chronic disease is no longer the norm and where every household has the knowledge and tools to thrive physically, mentally, and spiritually.

Through transformative coaching, education, and a supportive community, we help people become their own greatest health advocates.

We are a growing wellness organization focused on delivering an exceptional experience to every person we serve. If you're passionate about helping others, enjoy creating order and clarity, and thrive in a fast-paced, collaborative environment, we'd love to hear from you.

About the Role

The Client Experience & Front Office Coordinator is an essential part of the client experience at The Health Institute. This role serves as a key point of contact for prospective and active clients while supporting scheduling, client onboarding, CRM management, administrative operations, and front-office coordination.

Success in this role means clients feel heard, supported, and confident about their next steps, while internal teams have accurate information, timely follow-up, and well-organized workflows.

This is a hands‑on role for someone who is highly organized, detail-oriented, personable, and comfortable managing multiple priorities. Because THI is a growing organization, this position will also provide cross‑functional support to our e‑commerce and fulfillment operations when needed.

What You'll Do

Client Experience & Front Office

• Serve as a primary point of contact for prospective and active clients by phone, email, and other communication channels.
• Respond promptly and professionally to new client inquiries and help individuals understand available consultations, coaching, concierge services, care options, and educational resources.
• Guide prospective clients through the onboarding process and clearly communicate next steps.
• Assist with initial client intake and accurately document information in HubSpot.
• Schedule and reschedule consultations and appointments.
• Coordinate appointments across multiple time zones for national and international clients.
• Distribute, track, and organize intake paperwork and required client materials.
• Request, receive, and track prior laboratory work and ensure necessary materials are available before appointments.
• Coordinate client timelines and communicate with appropriate clinical and operations team members.
• Respond to client questions and ensure questions requiring additional expertise are routed to the appropriate team member.
• Assist with post‑consultation questions related to scheduling, next steps, and available services.
• Monitor incoming communications and ensure client needs are addressed in a timely manner.
• Help reduce response times and voicemail volume by providing consistent phone and email coverage.

CRM & Administrative Operations

• Maintain accurate and up‑to‑date client information and documentation in HubSpot.
• Ensure clients are placed in the appropriate CRM pipelines and that follow‑up tasks are created and completed.
• Create and assign internal tasks to the appropriate clinical, concierge, e‑commerce, and operations team members.
• Assist with payment collection and accurately document payment information.
• Maintain organized records and follow established operational procedures.
• Identify missed follow‑ups, workflow gaps, and potential issues before they become larger problems.
• Support administrative processes that ensure important client requests, communications, and internal tasks don't fall through the cracks.

As a growing organization, we believe in supporting one another across departments. This position will provide backup support to the e‑commerce and fulfillment team during vacations, high‑volume periods, and other times when additional coverage is needed.

Support may include:

• Responding to customer questions related to e‑commerce orders and products.
• Assisting with supplement order fulfillment when needed.
• Supporting concierge client shipments and related administrative tasks.
• Communicating applicable shipping limitations or restrictions to clients.
• Providing additional operational support during high‑volume periods, including major promotions and Black Friday.
• Helping maintain continuity of operations when team members are out of the office.
• Provide backup support for the Front Office Manager and E‑Commerce/Fulfillment Coordinator.
• Provide additional front‑office, administrative, scheduling, client communication, or fulfillment support as needed.
• Help maintain continuity across critical workflows during vacations, staffing gaps, and high‑volume periods.
• Learn multiple areas of the business to better support the team and client experience.
• Collaborate closely with clinical, concierge, e‑commerce, and operations teams.

What We're Looking For

We're looking for someone who is:

• Highly organized with strong time‑management skills.
• Warm, professional, and genuinely client‑focused.
• Detail‑oriented with strong follow‑through.
• Comfortable managing multiple priorities in a fast‑paced environment.
• Calm, professional, and solution‑oriented when handling difficult or time‑sensitive situations.
• Comfortable communicating directly with clients by phone and email.
• Able to quickly learn and navigate multiple software platforms and systems.
• Comfortable working independently while collaborating closely with a team.
• Able to use good judgment when determining what to handle independently and when to elevate an issue.
• Trustworthy and able to maintain confidentiality when handling sensitive client information.
• Reliable, flexible, and willing to provide cross‑functional support when needed.
• Comfortable working in a growing organization where responsibilities may evolve over time.
• Local to Monroeville, Pennsylvania, with the ability to reliably work in the office according to the assigned schedule.

What Success Looks Like

In this role, success means:

• Clients receive timely, professional, and compassionate communication.
• Appointments, intake materials, and client information are accurate and organized.
• HubSpot records and follow‑up tasks are consistently maintained.
• Internal teams have the information and support they need to serve clients effectively.
• Client questions and requests are routed and resolved without unnecessary delays.
• Potential issues are identified and addressed before they become larger problems.
• The front office operates smoothly, even during high‑volume periods or team absences.

Schedule & Location

Location: Monroeville, Pennsylvania 15146

Work Arrangement: Hybrid

In‑office Requirement: Generally at least half of the workweek

This position follows a rotating schedule every other week.

Week A

• Monday: 9:00 AM–6:00 PM — In Office
• Tuesday: 1:00 PM–6:00 PM — Remote
• Thursday: 9:00 AM–6:00 PM — In Office
• Friday: Off

Week B

• Monday: 9:00 AM–5:00 PM — In Office
• Tuesday: 9:00 AM–2:00 PM — Remote
• Thursday: 9:00 AM–5:00 PM — In Office
• Friday: 9:00 AM–1:00 PM — In Office

Occasionally, additional in‑office coverage may be needed when another team member is on vacation or during high‑volume periods. During those weeks, the schedule may shift to:

• Monday–Thursday: 9:00 AM–5:00 PM — In Office
• Friday: 9:00 AM–1:00 PM — In Office

Flexibility and a willingness to support the team during these periods are important to the role.

Why Join The Health Institute?

You’ll have the opportunity to join a growing organization that is passionate about changing the way people approach their health and wellness. In this role, you’ll have a direct impact on the client experience while working alongside a collaborative team across clinical, concierge, e‑commerce, and operations functions.

If you’re someone who takes pride in creating an excellent client experience, keeping things organized, and being the person your team can count on, we’d love to meet you.