Front Desk & Patient Engagement Coordinator

Job Description

Job Description

Front Desk & Patient Engagement Coordinator

BFF Medical Wellness is a membership-based medical wellness clinic specializing in functional medicine, aesthetics, body contouring, and anti-aging treatments. We operate multiple locations in Southern California and are actively growing. We're looking for a Front Desk & Patient Engagement Coordinator who does more than manage a lobby — you set the tone for every patient's experience and play a direct role in helping them get the most out of their wellness journey.

The Role

You are the first person patients see when they walk through our doors, and that first interaction shapes everything that follows. This role is equal parts organization and connection. You'll manage scheduling, handle check-ins, coordinate patient flow, and keep the front of house running smoothly. But that's only half the job. The other half is building genuine relationships with patients, understanding their goals, identifying services that align with what they're looking for, and helping them take the next step in their wellness journey.

At BFF, we operate on a membership model that gives patients access to a full range of services at rates significantly below market. You need to understand that model inside and out — not just how it works, but why it matters. When a patient asks about a treatment or mentions a concern, you should be able to confidently walk them through their options, explain what's included in their membership, and connect them with the right provider or service. You're not just answering questions — you're guiding patients toward outcomes that improve their lives.

This is not a traditional medical receptionist role. If your instinct is to check someone in and wait for the next person, this isn't for you. We need someone who sees every patient interaction as an opportunity to deepen the relationship and help them discover what BFF can do for them.

What You'll Do

Create a warm, welcoming environment from the moment patients walk in — greeting them by name, making them feel seen, and setting a tone that says this is not your average clinic. Manage scheduling, check-ins, patient flow, and front desk operations using our EHR system (Jane App) with accuracy and attention to detail. Build genuine relationships with patients by remembering their stories, following up on their progress, and making every visit feel personal. Understand BFF's full service menu and membership model deeply enough to have confident, knowledgeable conversations with patients about their options. Identify opportunities to connect patients with additional services based on their goals and concerns — not by pushing, but by listening and recommending what genuinely fits. Coordinate with providers and the clinical team to ensure smooth handoffs, follow-ups, and a seamless patient experience from arrival to departure. Assist patients with membership questions, treatment packages, and scheduling follow-up appointments in a way that makes the next step feel natural and easy. Proactively reach out to patients for reactivation, follow-ups, and wellness check-ins during downtime — there is no idle time at BFF. Collect and relay patient feedback, concerns, and requests to management so we never lose sight of what our patients need. Support in-clinic promotions, events, and service launches by engaging patients in conversation and generating excitement around new offerings.

Who You Are

You're a people person with purpose. You don't just make small talk — you build real relationships. Patients trust you because you listen, remember, and genuinely care about their experience. You're naturally consultative. When someone shares a concern or goal, your instinct is to help them find a solution. You don't wait for someone to ask — you offer guidance because it's how you're wired. You understand that helping a patient discover a service they didn't know about isn't selling — it's caring. You're warm, composed, and adaptable. You can read the energy of a room and adjust. A nervous first-time patient gets reassurance. A loyal member gets the familiarity of seeing a friend. A frustrated patient gets empathy, not defensiveness. You never lose your composure. You're organized and detail-oriented. Scheduling, patient records, treatment coordination — you keep everything running without dropping balls. You understand that behind every smooth patient experience is someone who planned and prepared for it. You take ownership. If something needs to happen, you don't wait to be told. You see it, you handle it, and you follow through. You take pride in your work and you hold yourself to a high standard. You're a team player who elevates everyone around you. You work seamlessly with providers, clinical staff, and management. You understand that patient experience is a team effort and you actively contribute to making everyone's job easier. You use AI tools as part of how you work. Whether it's streamlining scheduling, managing patient communications, or organizing your workflow — technology is part of how you stay efficient and effective. This is expected, not optional. You're hungry to grow. You see this role as more than a front desk job. You want to build a career in a company that's growing, and you're willing to earn your way into bigger responsibilities by proving what you can do right here, right now.

What This Isn't

This is not a sit-and-wait position. We need someone who's engaged and proactive between appointments, not just present. This is not a role where you just answer questions. We need someone who initiates conversations, identifies opportunities, and helps patients take action on their health goals. This is not a place for someone who avoids difficult conversations. When a patient has concerns or hesitations, you lean in with empathy and knowledge — you don't pass them off or shut down. We hold ourselves to a high standard at BFF, and we're looking for someone who holds themselves to the same.