Patient Experience Coordinator

This is a fully remote position, open to applicants in South Africa, +3 more countries.

📋 Description

• Act as the main point of contact for both current and potential patients.

• Oversee calls, voicemails, emails, texts, and other communication methods.

• Deliver professional and empathetic responses while detailing services, pricing, availability, and booking procedures.

• Schedule, reschedule, confirm, and follow up on appointments using Jane or assigned practice-management software.

• Keep track of schedule changes and fill any available appointment slots.

• Follow up on cancellations, missed appointments, inactive patients, and incomplete bookings.

• Assist with booking conversion, patient retention, reactivation, revenue, and utilization goals.

• Maintain precise patient records, appointment details, administrative notes, and communication logs.

• Manage confidential information while adhering to privacy and security protocols.

• Support payment and billing follow-ups according to approved procedures.

• Help with managing Instagram and LinkedIn, including content scheduling, publishing, comments, direct messages, and inquiries.

• Create or adjust captions, Canva graphics, and short-form video edits; repurpose approved content as needed.

• Monitor engagement and inquiry metrics, providing insights to the General Manager.

• Utilize Slack, Notion, Jane, Google Workspace, and Canva for daily operations.

• Resolve routine technical and workflow issues and escalate them as necessary.

• Handle multiple tasks concurrently, maintain status updates, adhere to SOPs, and provide end-of-day summaries.

• Identify recurring issues and propose process enhancements.

• Work independently while maintaining communication with the General Manager and broader team.

⛳️ Requirements

• Prior experience working remotely with a US-based employer, customer base, or client team.

• Background in a hospital, healthcare facility, medical practice, or another patient-facing healthcare administration setting.

• Strong organizational capabilities and the ability to manage multiple tasks, shifting priorities, and competing deadlines.

• Exceptional written and verbal English skills.

• Professional telephone etiquette and customer service abilities.

• Sales-oriented mindset with experience in lead follow-up, booking conversion, customer retention, reservations, or service recommendations.

• High attention to detail and a dependable task completion history.

• Confidence in using digital platforms and learning new software.

• Ability to work independently, exercise sound judgment, and escalate issues when necessary.

• Professional, empathetic, and solutions-focused approach.

• Reliable internet connectivity and a suitable remote-working setup.

• Availability during agreed hours that align with the Dallas clinic's schedule.

• Must be able to receive payments via Wise; eligibility is limited to candidates whose country/bank location is supported by Wise.

• Preferred: experience in travel consultancy, healthcare customer service, US healthcare practice support, Slack, Notion, Jane or similar practice-management software, CRM systems, social media scheduling, Canva, short-form video editing, Google Workspace, spreadsheets, operational reporting, AI productivity tools, or automation.

🏝️ Benefits

• Fully remote work environment.

• $50 birthday bonus.

• $200 testimonial bonus.

• No tracking requirements.

• Training on The Sports Pod's systems, procedures, services, and communication standards.