Patient Experience & Operations Coordinator

OpenKrill; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

The Sports Pod in Dallas, Texas is seeking a highly organized Patient Experience & Operations Coordinator to manage front-desk support, patient communication and appointment coordination. You will balance patient service with commercial outcomes such as bookings and retention across multiple digital platforms.

Responsibilities include handling enquiries, coordinating scheduling in Jane, updating records in Google Workspace and Notion, and contributing to social media engagement while maintaining

Qualifications

• Highly organized and proactive in a fast-paced clinic environment.
• Strong customer service orientation with emphasis on patient experience and retention.
• Comfortable using multiple digital platforms to manage scheduling, communications and records.
• Ability to balance front-desk duties with commercial outcomes like bookings and reactivation.

Responsibilities

• Serve as a primary point of contact for current and prospective patients.
• Manage calls, messages, emails, and other communications with empathy and professionalism.
• Coordinate scheduling, cancellations and follow-ups in the practice-management system.
• Support patient retention through follow-up, rescheduling and reactivation workflows.

Skills

Organizational skills

Customer service

Digital tools

Communication

Tools

Jane Scheduling

Google Workspace

Notion

Slack

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 tackle 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 pr