Patient Coordinator

Apa Aesthetic • Full-time • Los Angeles, California, United States • $90k / year • 1d ago

Position Information

Position Title: Patient Experience Coordinator

Reports To: Chief of Staff

Role Summary

The Patient Experience Coordinator is responsible for managing and supporting the patient journey from initial contact through completion of active treatment. This role serves as the primary point of coordination for patients during treatment planning and execution, ensuring timely follow-up, clear communication, accurate scheduling, and a consistently high-end patient experience.

This role plays a critical part in treatment plan acceptance by building patient trust, addressing concerns, reducing anxiety, and ensuring no patient inquiry or treatment opportunity is lost due to lack of follow-through.

Key Relationships

Doctors and Partnering Doctors

Lab Coordinator

Front Desk Team

Clinical Team

The Patient Experience Coordinator acts as a central communication bridge between patients and internal teams.

Core Responsibilities

Patient Communication & Follow-Up

Contact all assigned patients within 24 hours of inquiry, consultation, or treatment plan presentation.

Respond to all patient questions in a professional, empathetic, and timely manner.

Guide patients through treatment decisions with clarity, reassurance, and confidence.

Treatment Plan Conversion & Scheduling

Drive conversion from New Patient to Consultation.

Drive conversion from Consultation to Prep.

Proactively follow up on all unscheduled treatment plans to support timely decision-making.

Coordination & Continuity

Coordinate with the Lab Coordinator once treatment is confirmed.

Schedule prep and insert appointments promptly and accurately.

Ensure seamless patient handoffs to Hygiene Coordinator at completion of treatment.

Documentation & Detail Management

Maintain accurate and timely patient records.

Document at least three personal facts per patient in Dentrix Ascend.

Ensure all patient communications and scheduling actions are properly logged.

Core Competencies

Patient Connection

Demonstrates empathy, professionalism, and emotional intelligence in all patient interactions. Builds trust quickly, makes patients feel heard and supported, and creates a calm environment for patients who may experience anxiety or uncertainty about dental care.

Treatment Confidence

Possesses a working understanding of dental treatment workflows sufficient to confidently explain next steps, timelines, and expectations to patients while respecting clinical boundaries. Reinforces doctor recommendations with clarity and consistency.

Attention to Detail

Executes responsibilities with a high degree of accuracy across scheduling, documentation, and coordination. Ensures no details are missed and that patient records are complete, current, and reliable for all team members.

Anticipation & Proactivity

Identifies patient needs, scheduling requirements, and potential obstacles before they arise. Takes initiative to resolve issues early, preventing delays, confusion, or patient dissatisfaction.

Communication Excellence

Communicates clearly, calmly, and professionally across phone, in-person, and written interactions. Adapts communication style to meet patient needs while maintaining brand and service standards.

Accountability & Follow-Through

Takes full ownership of assigned patients and outcomes. Follows through on commitments, meets deadlines, and ensures that patient inquiries and treatment opportunities are not overlooked.

Luxury Service Mindset

Delivers a polished, attentive, and elevated patient experience aligned with our high-end dental practice. Anticipates comfort needs, demonstrates discretion, and upholds the practice’s service standards at all times.

Key Performance Indicators (KPIs)

1. New Patient Contact Within 24 Hours – tracked in Pipedrive.

2. New Patient to Consultation Closure Rate 80% – tracked in Pipedrive/Auxpanel.

3. Consultation to Prep Closure Rate 80% – tracked in Auxpanel/Dentrix Ascend.

4. Posterior or Secondary Treatment Plans Scheduled Within 3 Months – tracked in Auxpanel.

Performance Evaluation

Performance is reviewed through KPI reporting, supervisor review, call audits, documentation audits, and periodic performance assessments.

Qualifications

Required:

Strong interpersonal and communication skills

High attention to detail and organization

Ability to manage multiple patient relationships simultaneously

Disclaimer

This job description is not exhaustive and may be modified as business needs require.

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