Patient Care Coordinator Front Desk

Job Description

Job Description

Position Overview

The Patient Care Coordinator (PCC) is a cornerstone role within Coastal MD™, combining exceptional patient experience with education-driven service alignment. This position builds on our Patient Experience framework while integrating key elements of the Vitality Coordinator model — including proactive education, relationship-building, and value-based conversations around services and memberships.

PCCs guide patients through their full journey — from first contact through ongoing care — ensuring every interaction is welcoming, informed, and aligned with our mission of accessible, life-changing integrative healthcare. This role is ideal for individuals who thrive in a fast-paced environment and can balance operational responsibilities with patient education and engagement.

Core Responsibilities

Patient Experience & Engagement

• Serve as a primary point of contact for in-office, phone, and digital interactions 
• Deliver a warm, professional, and seamless patient experience 
• Engage patients in conversations about services, memberships, and promotions 
• Educate patients on options aligned with their goals and financial considerations 
• Confidently discuss out-of-pocket and direct-pay solutions 
• Ensure patients feel supported, informed, and valued throughout their journey 

Patient Education & Service Alignment

• Act as an educator, helping patients understand how services align with their goals 
• Support lead conversion and retention through trust-based, non-pressured conversations 
• Model best practices in communication and service awareness 
• Share patient insights with leadership and marketing teams 

Front Desk & Administrative Operations

• Schedule appointments accurately across providers and locations 
• Process payments, memberships, and packages via EMR and Coastal MD systems 
• Maintain detailed and accurate patient documentation 
• Manage calls, messages, and correspondence while supporting in-office flow 
• Proactively identify and resolve scheduling or workflow issues 

Communication & Interpersonal Excellence

• Demonstrate strong verbal and written communication skills 
• Maintain a confident, positive tone in all interactions 
• Respond empathetically to concerns and resolve issues professionally 
• Use sound judgment and discretion in problem-solving situations 

Team Collaboration & Culture

• Participate in team meetings and collaborative initiatives 
• Support cross-training, coverage, and Coastal MD™ events 
• Embody core values: support, adaptability, and accountability 
• Contribute to a positive, solutions-oriented environment 

Flexibility & Multi-Location Expectations

• Work across multiple Long Island locations as needed 
• Maintain schedule flexibility based on operational needs 
• Coordination managed by the Director of Patient Experience 

Professionalism & Confidentiality

• Represent Coastal MD™ with professionalism at all times 
• Maintain a polished appearance and demeanor 
• Ensure strict HIPAA compliance and confidentiality 
• Protect all proprietary company information 

Technology & Learning Agility

• Utilize EMR systems, phone platforms, Google Workspace, Coastal MD App, and payment tools 
• Adapt quickly to evolving technologies and workflows 

Organizational & Cognitive Skills

• Manage time effectively in a high-volume environment 
• Maintain strong attention to detail in scheduling and records 
• Demonstrate critical thinking and independent problem-solving 
• Prioritize and adapt to shifting demands 

Emotional Intelligence & Conflict Resolution

• Exhibit strong emotional intelligence and self-regulation 
• Handle conflicts with professionalism and diplomacy 
• Foster a calm, supportive environment for patients and team members 

Fair Employment Practices

Coastal MD™ is committed to equitable and inclusive employment practices. We follow all applicable labor laws and prioritize transparency, respect, and growth opportunities, fostering a supportive workplace focused on long-term success.

Why Join Coastal MD™?

This role offers growth within one of Long Island’s most forward-thinking integrative wellness practices. You’ll gain leadership exposure, mentorship, and the ability to directly impact patient experience. At Coastal MD™, vitality isn’t just what we deliver — it’s how we operate.