PATIENT EXPERIENCE COORDINATOR | ALPHA EXPERIENCE SPECIALIST

POSITION SUMMARY  

The Alpha Experience Specialist (AES) is the primary owner of Alpha Refinery’s front-door patient experience and a key partner in daily clinical operations. This role combines concierge hospitality, phone and appointment management, patient follow-up and conversion, administrative payment support, light marketing execution, and Medical Assistant support within training and approved clinical protocols. The AES helps each patient feel expected, known, welcomed, and guided—not processed. 

CORE RESPONSIBILITIES  

1 | PATIENT COMMUNICATION, SCHEDULING & CONVERSION  

• Answer inbound calls, respond promptly to inquiries and messages, and guide prospective patients through the assessment process using the communication framework. 
• Explain approved assessment offerings, pricing, inclusions, deposit/payment policies, and next steps accurately; address common objections with curiosity and confidence while staying within non-clinical boundaries. 
• Schedule, confirm, reschedule, and cancel appointments; collect required contact information and coordinate forms and pre-visit preparation. 
• Execute appointment reminder and confirmation protocols, identify at-risk appointments, and personally follow up where needed. 
• Conduct cancellation recovery and no-show outreach, document reasons, and work to rebook patients. 
• Execute the non-converter follow-up sequence for patients who completed an assessment but did not start care; identify remaining objections and secure a treatment-start appointment or provider follow-up call. 
• Document interactions, patient status, next steps, and follow-up outcomes accurately in approved systems. 

2 | CONCIERGE ARRIVAL & IN-OFFICE EXPERIENCE  

• Welcome patients by name, offer refreshments, confirm forms are complete, and communicate patient arrival to the provider. 
• Monitor waiting times and proactively update patients if the provider is delayed. 
• Coordinate patient movement and room readiness throughout the visit while protecting privacy and comfort. 
• Guide patients through the Alpha Reset experience, including approved seizure-history screening for light goggles, equipment setup, timing, and post-use sanitation. 
• Provide the Alpha Signature Mocktail and support a smooth transition into the provider review. 

3 | CHECKOUT, PAYMENTS & CONTINUITY  

• Complete the administrative checkout process after the provider documents orders and closes the encounter. 
• Explain approved charges and payment terms, collect assessment and treatment-related payments, and maintain accurate payment records. 
• Coordinate membership enrollment administration, required signatures, card-on-file details, and recurring billing setup according to policy. 
• Resolve failed-payment issues through approved procedures and escalate exceptions. 
• Schedule provider-directed follow-up, treatment, and lab visits before departure whenever possible; document pending next steps. 
• Update patient status and initiate appropriate welcome, retention, or nurture communications. 

4 | MEDICAL ASSISTANT & PROVIDER SUPPORT  

• Prepare, stock, reset, and sanitize exam and treatment rooms according to clinic protocols. 
• Room and escort patients, support efficient patient flow, and assist providers with visit preparation. 
• Prepare approved equipment and supplies, monitor inventory needs, and communicate operational or clinical readiness issues. 
• Perform only those additional MA tasks for which the employee is trained, authorized, and appropriately supervised under clinic policy and applicable law. 
• Escalate clinical questions, symptoms, lab interpretation, treatment selection, medication or dosing questions, and clinical concerns to the licensed provider. 

5 | MARKETING & PATIENT ENGAGEMENT  

• Publish and schedule approved social media posts and patient-facing content consistent with brand guidelines and clinical/privacy review requirements. 
• Support patient engagement campaigns, testimonials and review requests only through approved consent-based processes. 
• Coordinate with operations/marketing on campaigns, events, referrals, and patient experience initiatives; flag recurring patient questions or feedback. 

PERFORMANCE EXPECTATIONS  

• Responsive and professional phone/message handling; accurate and timely scheduling and documentation. 
• Strong booked-to-show performance and consistent execution of reminder, cancellation, and no-show recovery workflows. 
• Effective assessment-to-care re-engagement: treatment-start bookings and provider follow-up calls secured from eligible non-converters. 
• Accurate checkout and payment collection; reliable follow-up scheduling and patient handoffs. 
• Consistent concierge experience, room readiness, clinical team support, and brand-aligned communication. 
• Compliance with patient privacy, approved scripts, clinical boundaries, and safety protocols. 

CORE VALUES  

• Patient-Centered Expertise  
• I pursue excellence in men's health through continuous learning, research, and honest self-awareness. I stay current with treatments and protocols, welcome feedback, and acknowledge what I don't know. My environment is as professional and organized as my approach, arriving fully prepared, making confident recommendations, and ensuring every patient feels valued and heard. 
• Positive Team Collaboration  
• I bring energy, enthusiasm, and support to my team, without ego. I create a positive, gossip-free atmosphere by staying present, engaged, and proactive. I take ownership of what needs to be done, build meaningful connections, and elevate both the patient and team experience. 
• Empowered to Act  
• I don't wait to be told. I take initiative, solve problems, and anticipate needs before they arise. I follow through on what I say I'll do, ensuring smooth operations and unforgettable care. My actions reflect commitment to both our mission and the success of every patient. 
• Rooted in Integrity  
• I lead with honesty and uphold the highest ethical standards in every decision. I respect patient autonomy, protect privacy, and never compromise on what's right, even when no one is watching. My integrity builds lasting trust with patients, teammates, and our community. 

THIS ROLE MAY NOT BE A GOOD FIT IF… 

• You prefer a strictly front-desk or strictly clinical position rather than a blended patient experience, conversion, and clinical support role. 
• You are uncomfortable initiating calls, asking direct questions, handling objections, or confidently guiding patients toward a next step. 
• You prefer to wait for instructions rather than anticipate needs, take initiative, and own follow-through. 
• You find frequent changes in priorities, multitasking, and moving between phones, patients, payments, social content, and room support frustrating. 
• You are not comfortable being coached, practicing communication skills, or being accountable to patient experience and follow-up standards. 
• You are unwilling to follow privacy, clinical scope, sanitation, and documentation protocols consistently. 

QUALIFICATIONS & ATTRIBUTES  

• Experience in a patient-facing healthcare, concierge service, medical office, or sales/service environment preferred. 
• Medical Assistant training or relevant clinical support experience preferred; role-specific competencies required before performing clinical support tasks. 
• Comfortable with phone conversations, objection handling, scheduling systems, CRM workflows, payments, and basic social media tools. 
• Highly organized, proactive, detail-oriented, coachable, and able to balance hospitality with accountability. 
• Professional discretion and commitment to patient privacy, teamwork, and service excellence. 

ROLE BOUNDARIES  

The AES owns administrative communication and patient experience—not clinical decision-making. Diagnosis, lab interpretation, treatment appropriateness, clinical counseling, prescribing, and dosing remain with licensed clinicians. Financial terms and patient communications must follow approved clinic policy. Social content requires appropriate review and patient consent where applicable.