Job Overview

Our client is looking for a Healthcare Operations Coordinator to provide outstanding patient administration while supporting the clinic's growth through effective lead management, patient communication, and administrative excellence. The primary goal of this position is to consistently contribute to achieving a minimum of 10 completed paying patients per month.

Schedule

Monday - Friday, 20 - 34 Hours per week

Responsibilities

The Healthcare Operations Coordinator is responsible for managing the patient journey from first inquiry through to post-treatment follow-up.

• Core Responsibilities:
  • Managing all inbound enquiries (responding to Instagram, Facebook, website, and email enquiries)
  • Booking consultations, sending appointment confirmations, and reminder communications
  • Following up missed appointments and treatment recommendations
  • Handling patient aftercare communication and review requests
  • Updating CRM and Monday.com administration
  • Managing email inbox and generating weekly reporting
• Daily Workflow:
  • Beginning of Shift: Review all new inquiries, check emails, review Monday.com and CRM tasks, check today's appointments, and confirm upcoming appointments.
  • Throughout Shift: Respond to all inquiries within 30 minutes during working hours, follow up outstanding leads, update patient records, book consultations, send reminders, and update Monday.com after every interaction.
  • End of Shift: Ensure Inbox Zero where possible, confirm all tasks are completed, update daily notes, and prepare outstanding tasks for the following day.
• Lead Management & Process:
  • Follow the designated pathway: Prompt response $\rightarrow$ build rapport $\rightarrow$ understand patient concerns $\rightarrow$ provide approved information $\rightarrow$ encourage consultation booking $\rightarrow$ confirm appointment $\rightarrow$ send reminder $\rightarrow$ follow up post-consultation $\rightarrow$ encourage progression to treatment $\rightarrow$ continue follow-up until treatment is completed or communication is declined.
  • Ensure no inquiry is left without follow-up.
• Appointment Management:
  • Book, reschedule, and fill cancelled appointments where possible.
  • Confirm attendance, work to reduce no-shows, and maintain waiting lists.
• Patient Follow-up & Aftercare:
  • Maintain proactive communication with patients by following up on consultation enquiries, checking in after treatments, sending review requests, organizing recalls, reactivating previous inquiries, and encouraging continuation of treatment plans.
• Communication Standards:
  • Maintain a professional, friendly, empathetic, personalized, prompt, and confidential standard for all patient interactions.
  • Reflect the clinic's brand voice to ensure a premium patient experience.

Requirements

• Administrative Standards: Ability to maintain accurate, prompt, and detailed records within Monday.com, CRM systems, and Google Workspace.
• Communication: Exceptional written and verbal communication skills with a track record of delivering high-quality customer or patient care.
• Lead Pipeline Execution: Demonstrated ability to manage lead pathways, maintain prompt response times, and consistently execute structured follow-ups.

Key Performance Indicators (KPIs)

• Daily Targets:
  • Inbox maintained with response times within 30 minutes.
  • Minimum of 15 lead follow-ups completed.
  • CRM and Monday.com updated with no inquiry left unattended.
• Weekly Targets:
  • 5–8 consultations booked.
  • Recall list completed and cancellation list reviewed.
  • Weekly KPI report submitted.
• Monthly Target Outcomes:
  • 20 consultations booked and 15 consultations attended.
  • Minimum of 10 completed paying patients.
  • No-show rate maintained below 15%.
  • High patient satisfaction through timely, professional communication.

Performance Incentives

Performance bonuses are awarded monthly based on measurable outcomes, including:

• Patients attending consultations
• Patients completing paid treatments
• Achieving monthly clinic growth targets

The purpose of this incentive structure is to reward patient outcomes, quality service, and sustainable clinic growth.

12-Week Probation Training Roadmap

• Weeks 1–2 Focus: Learn clinic systems and patient pathways, understand treatments, become familiar with CRM and Monday.com, and shadow communications.
• Weeks 3–6 Focus: Independently manage enquiries, book consultations, reduce no-shows, and build confidence managing the patient journey (Expected outcome: Contribute towards 5–7 completed paying patients).
• Weeks 7–12 Focus: Independently manage the enquiry pipeline, optimize patient conversions, improve patient experience, and achieve clinic growth targets (Expected outcome: Consistently contribute to achieving 10 or more completed paying patients per month).

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.