Patient Communication Coordinator

Job Description

Job Description

Patient Communication Coordinator

The Godek Center | Toms River & Wall Township, NJ

Position Summary

The Patient Communication Coordinator serves as the first point of contact for prospective patients and plays a vital role in creating an exceptional patient experience from the very first interaction. This position is responsible for responding promptly to patient inquiries, educating prospective patients about the practice and its services, scheduling consultations, and maintaining consistent communication throughout the pre-consultation process.

Working closely with the Patient Care Coordinator and clinical team, this role develops a thorough understanding of the patient journey while providing exceptional communication, administrative support, and a seamless transition from initial inquiry through consultation. The ideal candidate is highly organized, personable, detail-oriented, and passionate about delivering an outstanding patient experience.

Primary Responsibilities

Patient Communications & Lead Management

• Serve as the first point of contact for all prospective patients via phone, email, website inquiries, text, and live chat.
• Respond promptly to all new inquiries, maintaining the practice's speed-to-lead expectations.
• Educate prospective patients on providers, procedures, and the practice in a professional, confident, and welcoming manner.
• Schedule consultations while optimizing provider schedules and maximizing utilization.
• Manage ongoing lead follow-up through the CRM using established communication protocols.
• Accurately document all patient interactions within the EMR and CRM.
• Monitor shared practice inboxes and respond promptly to patient inquiries.
• Support patient loyalty and rewards programs, including patient education, redemption assistance, and proactive outreach to patients with unused benefits or expiring rewards.

Patient Experience

• Welcome patients and ensure every interaction reflects the practice's commitment to exceptional service.
• Escort patients throughout the practice as needed.
• Assist with patient flow and room readiness.
• Help maintain a comfortable, polished patient environment.
• Support special events, educational seminars, and marketing initiatives as requested.

Patient Coordination Support

Working closely with the Patient Care Coordinator, the Patient Communication Coordinator will assist with and progressively develop proficiency in:

• Consultation preparation.
• Patient education.
• Treatment and surgical scheduling including hospital and surgery center bookings.
• Preparation of treatment estimates and financial quotes.
• Coordination of operating room schedules and vendor requirements.
• Payment collection and documentation.
• Pre-operative and post-operative communication.
• Follow-up calls and patient touchpoints.
• Coordination between providers, clinical staff, and patients.

As competency develops, additional coordination responsibilities will be assigned.

Administrative Responsibilities

• Maintain accurate documentation in all practice systems.
• Complete assigned administrative tasks in a timely manner.
• Assist with reporting and tracking key patient coordination metrics.
• Participate in department meetings and training sessions.
• Cross-train in front office and coordination workflows to provide team coverage when needed.

Practice Support

• Assist with maintaining organized treatment rooms and patient areas.
• Support light housekeeping responsibilities as needed, including laundry, room turnover, and maintaining product displays.
• Participate in practice marketing events and community outreach activities.
• Perform additional responsibilities that support exceptional patient care and practice growth.

Working closely with the Patient Care Coordinator, this role is expected to progressively develop proficiency in the following areas:

• Aesthetic and surgical procedure knowledge
• Consultation skills
• Patient financing discussions
• Surgical scheduling
• Treatment planning
• CRM utilization
• Practice management software
• Sales communication
• Patient retention strategies
• Provider scheduling optimization

Qualifications

Preferred Education

• Associate's or Bachelor's degree in communications, business, healthcare administration, marketing, or related field preferred.

Experience

• Minimum 1–2 years of customer service, hospitality, healthcare, aesthetics, or sales experience.
• Experience in a luxury service environment is preferred.
• Previous medical office experience is helpful but not required.

Knowledge, Skills & Abilities

The successful candidate will demonstrate:

• Outstanding interpersonal and communication skills.
• Exceptional customer service and relationship-building abilities.
• Strong organizational and time management skills.
• Ability to multitask while maintaining attention to detail.
• Professional appearance and demeanor.
• Confidence communicating with prospective patients.
• Strong computer proficiency and ability to learn new software.
• Ability to work independently while collaborating effectively within a team.
• Positive attitude with a strong desire to learn and grow.

Performance Expectations

The Patient Communication Coordinator plays an integral role in the practice's continued growth by ensuring every prospective patient receives a timely, knowledgeable, and welcoming experience. Success in this role is measured not only by responsiveness and organization, but by helping patients feel confident taking the next step in their aesthetic journey

Success in this role will be measured by:

• Speed to lead response time.
• Consultation conversion rate.
• Lead follow-up compliance.
• Appointment scheduling accuracy.
• CRM documentation quality.
• Patient satisfaction.
• Team collaboration.

Hours

• Monday through Friday based on practice schedule.
• Occasional evenings or weekends for educational events, seminars, or practice marketing activities.

Compensation

• Hourly position with incentive opportunities.
• Benefits and paid time off per company policy.
• Professional development and ongoing training provided.

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