Patient Experience & Treatment Planner

Socotra, Inc.; New York, Northern (NY, KY); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Health insurance

401(k) plan

Ongoing training & growth

Job summary

Tend is hiring a Care Coordinator in New York to own the patient journey from check-in to checkout and beyond. You will manage patient communications, present treatment plans, and guide financial options with transparency, while ensuring the studio operates at full capacity and maintains a patient-first experience.

You will collaborate with clinicians, re-engage patients through outreach, and handle referrals as needed.

Qualifications

• 1–2 years in a patient-facing, customer-facing, or client services role (required)
• Dental or insurance background is a plus — not a requirement
• Comfort with treatment plan presentation and financial conversations is a strong differentiator
• Experience with Ascend or similar practice management software is helpful; we'll train the right person
• Comfortable in G Suite (Gmail, Calendar, Drive) and adaptable when systems, tools, or processes change

Responsibilities

• Manage inbound and outbound patient communication — phones, appointment confirmations, and outreach to unscheduled patients
• Communicate professionally across every channel — calls, texts, and emails reflect well on Tend
• Advocate for patients and resolve issues in real time and own the outcome
• Present treatment plans clearly and help patients understand their diagnosis and path forward
• Guide patients through financial options — insurance, out-of-pocket costs, financing, and prior balances
• Own the patient pipeline: full schedule and proactive follow-through on unscheduled treatment
• Own the daily schedule — confirm appointments, fill gaps, and ensure the studio runs at full capacity
• Use reporting and outreach to re-engage patients and ensure care needs are met
• Partner with clinicians during huddles to align on same-day opportunities and patient priorities
• Maintain a clean, compliant, organized front-of-studio environment
• Follow up with patients on outstanding treatment and open questions after visits
• Handle referrals and coordinate with other Tend studios or providers when specialty care is needed

Skills

Patient-facing experience

Dental/insurance background

Treatment plan presentation

PMS experience (Ascend)

G Suite proficiency

Tools

Ascend or similar PMS

Job description

Tend is hiring a Care Coordinator in New York to own the patient journey from check-in to checkout and beyond. You will manage patient communications, present treatment plans, and guide financial options with transparency, while ensuring the studio operates at full capacity and maintains a patient-first experience.

You will collaborate with clinicians, re-engage patients through outreach, and handle referrals as needed.