Patient Care Coordinator

Summary

The Sears Institute is seeking a Patient Care Coordinator to serve as the first point of contact for patients and guests in our regenerative medicine and wellness clinic. This role ensures seamless patient flow from arrival to checkout, manages inbound calls and scheduling, and supports both clinical and administrative staff.

The ideal candidate is warm, detail-oriented, and able to balance a welcoming patient experience with accuracy in scheduling, billing, and documentation. This role is critical in upholding Sears’ commitment to compassionate, concierge-level care and ensuring patients feel valued at every step of their visit.

Our Values

• Patient First – Compassion, dignity, and personalized care.
• Excellence in Regenerative Medicine – Commitment to learning and practicing advanced, cutting-edge therapies.
• High-Touch Concierge Service – Every patient experience should feel personalized, premium, and seamless.
• Team Collaboration – Physicians, clinical staff, and front office working as one cohesive team.

What You’ll Do

Patient Experience & Reception

• Greet patients and visitors with professionalism and warmth, creating a welcoming environment aligned with our Five Senses of Healing philosophy.
• Manage patient check-in/check-out, ensuring forms, deposits, and documentation are complete.
• Clearly communicate clinic policies, appointment details, and payment requirements.
• Handle sensitive conversations with discretion, maintaining HIPAA and patient confidentiality.
  
  

Scheduling & Communication

• Answer and route phone calls per clinic scripts, ensuring efficient handling of patient inquiries.
• Schedule patient appointments, collect deposits, and maintain an accurate patient tracker.
• Confirm appointments, send reminders, and manage reschedules/cancellations to minimize no-shows.
• Record referral sources (e.g., “How did you hear about us?”) in the patient tracker to support marketing analytics.
  
  

Administrative Support

• Process supplement orders and payments, documenting all transactions in patient records.
• Support physicians and directors by preparing charts, pulling patient histories, and routing calls with context.
• Collect, track, and deposit payments for initial visits as outlined in SOPs.
• Assist with front-of-house flow including supply inventory, waiting area upkeep, and collaboration with clinical staff to reduce bottlenecks.

Quality, Safety & Compliance

• Follow all SOPs for patient intake, call handling, and payment collection.
• Maintain patient confidentiality in all communications.
• Participate in ongoing updates to call scripts, scheduling policies, and front desk procedures.
• Escalate concerns and patient issues promptly to Clinic Manager or Directors.

Team & Culture

• Embody Sears’ values of professionalism, patient focus, and innovation.
• Support colleagues by flexing to clinical or administrative tasks as needed.
• Contribute to a calm, organized, and patient-centered clinic culture.

Key areas of ownership that you will drive forward for the organization personally, and collaborating cross-functionally

• Upholding a professional and consistent patient intake and scheduling process.
• Ensuring accuracy and compliance in deposits, payments, and patient recordkeeping.
• Serving as the first point of contact and setting the tone for the patient experience.
• Partnering with clinical staff and directors to keep patient flow efficient and aligned with the day’s schedule.
• Identifying and communicating process improvements that elevate the front desk function.

You should bring expertise in these areas and can help to uplevel the team in…

• Excellent communication and phone etiquette with patients, providers, and colleagues.
• Organization and attention to detail in handling multiple priorities.
• Problem-solving and critical thinking in real-time when scheduling conflicts or patient issues arise.
• Flexibility to support multiple roles in a fast-paced clinic environment.
• Creating a welcoming, professional environment that aligns with our patient-first values.

30‑60‑90 Day Expectations

Within 30 Days, You’ll:

• Complete onboarding, HIPAA, and compliance training.
• Learn and follow call scripts, scheduling protocols, and deposit collection processes.
• Shadow team members to understand patient flow and clinic culture.
• Check in/out patients independently with supervision.

Within 60 Days, You’ll:

• Manage inbound calls independently, handling scheduling, deposits, and supplement orders.
• Confidently schedule new patients, capturing referral sources and payment details.
• Handle multi-line phone systems and route calls appropriately.
• Support daily opening/closing front desk duties with minimal oversight.

Within 90 Days, You’ll:

• Take full ownership of patient flow at the front desk.
• Proactively identify and resolve scheduling conflicts, bottlenecks, or patient concerns.
• Be trusted as the “go-to” resource for patient intake, phone handling, and payment collection.
• Mentor new front desk hires on SOPs and scripts.

Work Hours & Reporting

• Standard schedule: Monday–Friday, 9:00 a.m. – 5:00/6:00 p.m. (opening/closing rotation)
• Reports to Clinic Manager/Operations Lead.

• Full-time employees are eligible for benefits on the 1st of the month following 60 days of full-time employment.
• Medical & Pharmacy
• Dental
• Vision
• Health Savings Account (HSA)
• Virtual Network Telehealth (including 24/7 Same-Day Virtual Urgent Care, Virtual Primary Care, Virtual Therapy, Virtual Specialty Care)
• Paid time off: 10 vacation days + 10 sick days; vacation increases after 5 years.
• 401(k) — eligible after 1 year.
• 8 Paid holidays 
• Company-provided scrubs; no dark colors (color guidelines).
• On payday, we'll provide a Catered lunch featuring organic, grass-fed, pasture-raised, and wild-caught ingredients.
• Employee discounts on clinic products/services.
• Free on-site exercise classes & equipment.
• Organic perks (e.g., organic eggs from the farm).

This job description reflects the core responsibilities and expectations for the role. Duties may evolve as the clinic grows; reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.