Patient Experience & Operations Coordinator

About Won & Co.

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.

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.

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.

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

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.

Your Role & Impact

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.

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.

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.

What You Will Do

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

What We're Looking For

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

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

Experience in hospitality, luxury retail, concierge services, client relations, healthcare administration, or business operations is especially valued.

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

Qualifications

• Bachelor's degree preferred in Hospitality Management, Business, Communications, Healthcare Administration, Operations, Marketing, Psychology, or a related field.
• 1–3 years of relevant professional experience preferred, particularly in hospitality, customer experience, healthcare administration, or business operations.
• Strong communication, organizational, and problem-solving skills, with comfort learning new software and administrative systems.
• Ability to work fully in person, primarily at our River Vale / Montvale locations.
• Availability to work at least two Saturdays per month.
• 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.

Compensation, Benefits & Growth Opportunities

Annual Salary: $53,000–$68,000

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

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:

• Coordinator Level: Starting at $53,000 annually
• Senior Coordinator Level: Starting at $62,000 annually
• Managerial Level (Future Advancement): Starting at $72,000 annually

Advancement opportunities are based on individual performance, demonstrated capabilities, leadership potential, and organizational needs.

Benefits include:

• Paid Time Off
• Medical insurance coverage
• 401(k) retirement plan
• Parking benefits (For Hoboken location)
• Structured onboarding and hands-on training
• Professional development and leadership growth opportunities

Benefits are subject to applicable eligibility requirements and plan terms.

Build Your Career With Won & Co.

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

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.

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

Learn More About Won & Co.

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