Patient Experience & Operations Coordinator

Job Description

About Won & Co.

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Won & Co. (Won Strategy & Management, Inc.) is a healthcare management company supporting a rapidly growing network of healthcare practices in the New York metropolitan area, including Bear Brook Pediatric Dentistry, New Jersey Tongue-Tie Center, Bear Brook Orthodontics, and Liora Lactation & Feeding Center. Our practices currently operate across Hoboken, Montvale, and River Vale, New Jersey, with additional locations and exciting expansion plans underway.

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We provide the business and operational infrastructure that allows our clinical teams to focus on delivering exceptional patient care. Our organization includes dedicated Business Operations, Financial Operations & Analysis, Marketing & Branding, and Clinical Operations teams, each supporting the success and growth of the practices we manage.

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Our Patient Experience & Operations Coordinators are part of our Business Operations team, responsible for the day-to-day patient-facing administrative operations that keep the clinics we support running smoothly. From appointment scheduling and patient communication to insurance verification, payment collection, and follow-up, our coordinators play an essential role in delivering a personalized, hospitality-driven patient experience while supporting the continued growth and success of these practices.

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We hire for potential, character, and a genuine service mindset, not just experience.

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We value individuals who anticipate needs before they arise, take initiative without being prompted, remain composed in fast-paced environments, and consistently demonstrate professionalism, accountability, and attention to detail. Clinic-specific workflows, insurance processes, and administrative systems can be taught, but genuine hospitality, thoughtful decision-making, and a strong sense of ownership are qualities we particularly value.

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Your Role & Impact

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As a Patient Experience & Operations Coordinator, you will play a central role in ensuring efficient daily clinic operations while delivering an exceptional, hospitality-driven patient experience.

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This is a hands-on, patient-facing operational role that requires strong organizational skills, attention to detail, independent judgment, and accountability to manage the business and administrative needs of the healthcare practices we support.

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You will serve as a primary point of contact for patients and families, coordinating their experience from initial inquiries through appointment scheduling, check-in, checkout, and ongoing follow-up.

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What You Will Do

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• Patient Experience & Hospitality: Welcome patients and families, manage check-in and checkout, respond to inquiries, and provide attentive, personalized service throughout their visits.
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• Scheduling & Coordination: Manage appointments, confirmations, reminders, cancellations, and rescheduling while proactively identifying opportunities to optimize the daily schedule.
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• New Patient Inquiries: Communicate with prospective patients, explain available services, and guide families toward scheduling their first appointments.
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• Treatment & Recall Follow-Up: Coordinate recommended treatment appointments, manage patient recall communications, and follow up with families to support continuity of care.
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• Insurance & Payment Coordination: Verify insurance eligibility and benefits, collect copayments and patient balances, and accurately document financial transactions.
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• Outstanding Balance Follow-Up: Communicate with patients regarding overdue balances and unresolved payment matters, coordinating with our Financial Operations team when additional assistance is needed.
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• Administrative Operations: Maintain accurate patient records, complete administrative tasks, follow established protocols, and ensure important follow-ups are not overlooked.
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• Practice Presentation: Maintain an organized, welcoming, and professional reception environment that reflects our service standards.
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• Operational Improvement: Identify opportunities to improve patient flow, scheduling efficiency, communication, and retention, and bring actionable recommendations to leadership.
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What We're Looking For

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We are looking for someone who understands that exceptional service is both personal and operational. Our ideal candidate demonstrates:

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• Hospitality & Professionalism: A warm, polished, service-oriented approach to interacting with patients, families, providers, and team members.
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• Initiative & Ownership: The ability to recognize what needs to be done, take responsibility, and follow through without constant direction.
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• Organization & Attention to Detail: Strong organizational skills and the ability to manage multiple priorities accurately and efficiently.
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• Composure & Problem-Solving: The ability to remain calm, adaptable, and solutions-oriented in a fast-paced environment.
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• Operational Discipline: A commitment to following established procedures consistently, with the judgment to recognize when guidance or escalation is appropriate.
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• Business & Growth Mindset: An interest in business operations, patient experience, operational efficiency, and long-term professional development.
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Experience in hospitality, luxury retail, concierge services, client relations, healthcare administration, or business operations is especially valued.

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Prior healthcare experience is helpful but not required. Structured onboarding and hands-on training will be provided.

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Qualifications

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• Bachelor's degree preferred in Hospitality Management, Business, Communications, Healthcare Administration, Operations, Marketing, Psychology, or a related field.
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• 1–3 years of relevant professional experience preferred, particularly in hospitality, customer experience, healthcare administration, or business operations.
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• Strong communication, organizational, and problem-solving skills, with comfort learning new software and administrative systems.
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• Ability to work fully in person, primarily at our River Vale / Montvale locations.
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• Availability to work at least two Saturdays per month.
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• Reliable transportation and flexibility to support multiple practice locations, including Hoboken, are a plus. As our organization continues to expand, coordinators who demonstrate flexibility across locations may have additional opportunities for professional development, broader operational responsibilities, and career advancement.
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Compensation, Benefits & Growth Opportunities

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Annual Salary: $53,000–$68,000

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Compensation is based on relevant experience, professional qualifications, communication skills, service orientation, and demonstrated operational capabilities.

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At Won & Co., we believe in recognizing performance, cultivating talent, and supporting long-term professional growth. Our Business Operations team offers a structured career path with opportunities for increasing responsibilities and compensation:

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• Coordinator Level: Starting at $53,000 annually
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• Senior Coordinator Level: Starting at $62,000 annually
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• Managerial Level (Future Advancement): Starting at $72,000 annually
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Advancement opportunities are based on individual performance, demonstrated capabilities, leadership potential, and organizational needs.

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Benefits include:

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• Paid Time Off
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• Medical insurance coverage
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• 401(k) retirement plan
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• Parking benefits (For Hoboken location)
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• Structured onboarding and hands-on training
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• Professional development and leadership growth opportunities
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Benefits are subject to applicable eligibility requirements and plan terms.

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Build Your Career With Won & Co.

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As Won & Co. continues to grow, we are committed to developing individuals who demonstrate exceptional performance, initiative, accountability, and leadership potential.

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This position offers hands-on experience in healthcare business operations, exposure to the systems behind successful practice management, and opportunities to advance into broader responsibilities within Business Operations, patient experience leadership, and practice management.

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We are looking for individuals who take pride in their work, strive for continuous improvement, and want to grow alongside our organization.

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Learn More About Won & Co.

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Website:  

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Instagram: