Hybrid Patient Experience Coordinator bei My Houston Surgeons PLLC

Position Summary

The Patient Experience Coordinator is responsible for managing all concierge-level services included in a patient’s surgical package and supporting the patient experience within assigned clinics. This role ensures each surgical patient receives a personalized, fully coordinated experience from initial consultation through post-operative recovery. Duties include scheduling medical and non-medical services, arranging accommodations and transportation, working directly in clinic to address patient needs, and ensuring all package inclusions are delivered with precision and discretion.

Key Responsibilities

    •    Serve as the primary point of contact for surgical patients throughout their care journey.

    •    Work in assigned clinics to greet patients, guide them through their appointments, and address immediate needs or concerns.

    •    Create and manage individualized concierge plans that align with the surgical schedule and recovery timeline.

    •    Arrange travel, transportation, lodging, and in-home recovery services as part of the package.

    •    Coordinate pre- and post-operative spa, massage, skincare, or wellness appointments included in the surgical plan.

    •    Work closely with surgeons, nurses, aestheticians, and outside providers to ensure seamless service delivery.

    •    Provide patients with itineraries, appointment reminders, and detailed instructions for all services.

    •    Anticipate patient needs during clinic visits and facilitate quick solutions in real time.

    •    Track fulfillment of all concierge services included in the package and resolve any service issues.

    •    Maintain accurate documentation in the practice management system.

    •    Uphold patient privacy and confidentiality in all communications and arrangements.

Qualifications

    •    Minimum 2 years of experience in luxury hospitality, concierge services, or patient coordination in a surgical or medical practice.

    •    Exceptional organizational skills and attention to detail.

    •    Strong interpersonal and communication skills, with a warm, professional demeanor.

    •    Problem-solving ability and the capacity to anticipate patient needs.

    •    Knowledge of elective surgical procedures and recovery services preferred.

    •    Proficiency in scheduling software, Microsoft Office Suite, and CRM or EMR systems.

Schedule: Full-time, with flexibility for evenings or weekends to meet patient needs.

Compensation: Base salary with performance incentives tied to patient satisfaction and service completion.

Work Environment: Professional, patient-centered, and detail-driven, with a focus on delivering a premium, luxury-level experience both in clinic and throughout the surgical journey.