Patient Care Coordinator
Job Description
West Eastern Health is a multi-disciplinary integrative mental health clinic specializing in brain optimization and treatment of mental health disorders. Our services includes functional medicine consults, Ketamine therapy, TMS, Neurofeedback, Chinese acupuncture and IV nutrition. We are entering a critical growth phase and need a proactive, compassionate, and organized professional to serve as the "First Voice" of our practice.
The Mission: You are not just answering phones; you are managing the patient journey. Your primary goal is to ensure every prospective patient feels heard, understood, and seamlessly guided from their first inquiry to their first appointment. You will take ownership of the front desk, freeing up our clinical leadership to focus on treatment.
Core Responsibilities: This role goes beyond a traditional medical receptionist or front desk position, as it encompasses lead conversion, financial discussions, and ownership of the patient journey from initial contact through onboarding.
Lead Management & Conversion:
o Act as the primary point of contact for new patient inquiries received from our online marketing team. Respond to all web leads and voicemails with urgency (target: <15 min response time).
o Conduct structured 15-30 minute phone screenings to assess patient needs, educate them on our treatment packages, and guide them toward booking a consultation.
o Manage the lead pipeline to ensure no patient "falls through the cracks."
Clinic Flow & Scheduling:
o Master the provider calendar to maximize appointment density and chair utilization.
o Ensure all intake forms, medical history, and consents are 100% complete prior to the patient walking in the door.
Financial Gatekeeping:
o Confident discussion of treatment costs and financial policies with patients.
o Collect payments at time of service and manage invoicing accuracy.
Operational Support:
o Manage the clinic's mailbox, correspondence, and light operational tasks to ensure a welcoming environment.
Who You Are:
A "Closer" with Heart: You are comfortable discussing money and high-value healthcare services without being pushy. You can explain the value of a $3,000 investment to a patient seeking help.
Tech-Savvy & Organized: You can multitask in a fast-paced environment and quickly learn our EHR, CRM systems and interface regularly with our digital marketing/web development team.
Empathetic Professional: You have a warm, professional communication style but possess the assertiveness to manage schedules and payment policies.
Experience: At least 1 year prior experience in a medical practice, high-end wellness spa, or mental health setting is preferred. Experience with sales, customer success and social media marketing is a strong plus.
Why Join Us?
Be part of a team delivering life-changing mental health treatments.
Work directly with company leadership in a collaborative environment.
Opportunity to shape the operational flow of a growing healthcare brand.
Performance bonuses tied to lead conversion rates (could add $5,000-10,000 annually).
Potential for commission on treatment packages sold.
Company Description
Company Description
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