Patient Experience Coordinator (remote)

Lucid Therapeutics; United States; Remote; USD 25,000 - 36,000; Part time

Job summary

Lucid Therapeutics is seeking a warm, organized Coordinator to guide prospective patients from inquiry through consultation and the next step in care. This remote, part-time role starts around 20 hours per week at $20/hour, with performance-based bonuses tied to scheduling the initial Medical Assessment.

You will work closely with the Intake team, Care Coordinators, and GoHighLevel to monitor patient lifecycles, manage follow-ups, and ensure smooth handoffs.

Qualifications

• Experience in consultative client engagement or patient coordination (2+ years preferred).
• Strong communication and ability to meet measurable goals.
• Comfort discussing services and pricing and following up consistently.
• Empathetic, professional, coachable, and able to escalate when needed.

Responsibilities

• Conduct or support Discovery Calls and consultations with a warm, consultative approach.
• Support moving prospects from inquiry to registration and scheduling of initial Medical Assessment.
• Re-engage dropped-off or non-responsive patients with personalized outreach and clear next steps.
• Monitor patient lifecycle in GoHighLevel (GHL) and flag overdue items for ownership.
• Keep lifecycle tracking separate from detailed insurance/intake work; escalate as needed.
• Collaborate with Intake, Care Coordinators, and other teams to streamline workflows.
• Respond to non-clinical patient questions via appropriate channels (Spruce).
• Support patient journey monitoring and timely follow-ups when overdue.
• Close the loop on cross-team concerns and ensure timely responses.
• Maintain professional, patient-centered communication; update GHL and use Spruce/ClickUp appropriately; AdvancedMD remains clinical truth.

Job description

About the Role

Lucid Therapeutics is seeking a warm, confident, highly organized coordinator to guide prospective patients from initial inquiry through consultation and the next step in care. This role combines a high-touch patient experience with consultative engagement and measurable conversion goals. It is not a traditional front-desk role or high-pressure sales position.

The position starts at approximately 20 hours per week at $20/hour, plus performance-based bonuses primarily tied to appropriate prospective patients scheduling their initial Medical Assessment. Bonus criteria and amounts will be defined separately.

What You’ll Do

• Conduct or support Discovery Calls and consultations with a warm, consultative approach. Understand each prospective patient’s goals, questions, and concerns; explain relevant services, pricing, general expectations, and next steps clearly; and help the person determine an appropriate next step without pressure.
• Help appropriate prospective patients move from inquiry to registration and a scheduled initial Medical Assessment. For self-pay services, support the direct path from Discovery Call to registration and scheduling when operationally appropriate, without adding an unnecessary insurance authorization step. For insurance-based services, help patients understand what happens next while detailed insurance and intake work stays with the appropriate team.
• Proactively re-engage patients who have dropped off, canceled, missed an appointment, or stopped responding, as well as prospective patients who have not scheduled. Use the appropriate communication channel and follow-up cadence for the service and stage of the patient journey; personalize outreach to the context available; and make sure patients have a clear, easy-to-understand next step.
• Use GoHighLevel (GHL) to monitor the patient lifecycle, service-specific journey status, assigned patient-facing follow-up Tasks, and Attention Status indicators that show when human action may be needed. Follow the established service-specific timelines and checkpoints to identify stalled journeys or potential drop-off, complete assigned outreach, and flag overdue items or concerns to the appropriate owner. Do not independently assess clinical progress or assume that appointment and treatment data automatically sync into GHL.
• Keep patient-facing lifecycle tracking separate from detailed operational execution. GHL should show the meaningful stage of each service journey and the next patient-facing action; ClickUp retains detailed insurance/intake statuses, due dates, subtasks, and execution where those processes are already managed there. Escalate overdue work to its operational owner rather than duplicating it.
• Collaborate closely with the Intake team and Care Coordinators to streamline workflows, strengthen handoffs, and support continuity of care. ClickUp remains the operational workspace for detailed insurance and intake execution; coordinate with the team completing that work rather than duplicating their case-management tasks in GHL. Share relevant updates, clarify ownership when a patient is waiting between steps, and work with clinical staff, Operations, and the GHL system owner as needed.
• Respond to assigned non-clinical patient questions through appropriate channels, including Spruce. Set clear expectations, use approved communication guidance, and route clinical questions, insurance or authorization issues, and billing-policy questions to the appropriate team. Follow through on handoffs so the patient is not left wondering who will respond.
• Support service-specific patient journey monitoring by following established timelines and outreach guidelines. When a patient appears overdue for a next step or expected touchpoint, complete the assigned follow-up or coordinate with the appropriate owner.
• Help close the loop on patient concerns that cross team boundaries: clarify who owns the next action, track assigned follow-up, and confirm the patient receives a response or that the issue has been escalated.
• Maintain clear, professional, patient-centered communication. Update GHL lifecycle fields and assigned Tasks according to established workflows, use ClickUp only for work assigned within its operational processes, and use Spruce for staff calls and texts where existing processes remain manual. AdvancedMD remains the source of truth for appointment and treatment activity; clinical documentation and clinical decisions stay with the clinical team.

How Success Is Measured

Success is measured by a combination of patient-engagement outcomes and reliable follow-through. Core measures include the percentage of appropriate prospective patients who move from inquiry or Discovery Call to a scheduled initial Medical Assessment and first treatment, and the re-engagement rate for patients who have dropped off. The role also helps prevent avoidable drop-off by following service-specific timelines and checkpoints, arranging timely and appropriate patient-facing check-ins, and coordinating follow-up when a journey appears stalled or overdue. Other indicators include completion and timeliness of assigned follow-up, accurate GHL lifecycle/status and Task updates, clear handoffs, appropriate escalation, and patient feedback. Performance bonuses are intended to reward meaningful conversion and engagement outcomes—not simply call or message volume.

Who We’re Looking For

• Experience in consultative client engagement, patient coordination, service conversion, or a similar relationship-based role; 2+ years preferred.
• Comfortable discussing services and pricing, addressing questions or hesitations, following up consistently, and helping people take the next step without being pushy.
• Excellent phone and written communication, strong organization and follow-through, and comfort working toward measurable goals.
• Empathetic, professional, self-motivated, coachable, and able to recognize when to escalat[e].

Preferred experience : Healthcare, mental health, wellness, aesthetics, medical spa, luxury hospitality, or another high‑touch service environment; Discovery Calls or consultations; CRM and scheduling tools. Experience with GoHighLevel (GHL) and ClickUp is preferred. Experience with Spruce or EMR/EHR systems is also valuable.

Role Boundaries

The Coordinator owns continuity across the patient‑facing journey: consultation follow‑through, assigned patient engagement and re‑engagement, timely follow‑up, and coordination across team handoffs. GHL is the source of truth for patient lifecycle visibility; ClickUp remains the operational workspace for detailed insurance and intake execution; AdvancedMD remains the clinical source of truth for appointment and treatment activity; and Spruce supports staff calls and texts where existing processes remain manual. The Coordinator partners with Intake and Care Coordinators and helps ensure stalled journeys, overdue checkpoints, and patient questions reach the right owner. GHL stages reflect meaningful changes in the patient journey, while Tasks represent work to be completed; completing a Task does not itself change a lifecycle stage. The role does not replace Intake, Care Coordination, clinical staff, or Operations. The Coordinator does not make clinical recommendations or independently assess clinical progress; perform detailed insurance or authorization work; document clinical care in the EHR; make billing‑policy decisions; promise clinical or insurance outcomes; or independently change GHL architecture or automations.

Schedule & Details

Approximately 20 hours per week to start, scheduled around Discovery Calls, consultations, and follow‑up needs. Some availability during business hours is required, with potential for additional hours as patient volume grows. This is a remote position.

About Lucid & How to Apply

Lucid Therapeutics is a Santa Barbara-based mental health and wellness practice focused on thoughtful, evidence-informed care and a high‑touch patient experience.