Patient Experience Coordinator

Job Overview

Thrive Wellness + Aesthetics is seeking a warm, polished, highly organized and tech-comfortable Patient Experience Coordinator to join our physician-led wellness and aesthetics practice.

This is much more than a traditional receptionist position.

As one of the first people our patients interact with, you will help set the tone for the entire Thrive experience—from the first phone call or message through arrival, treatment, checkout and follow-up.

The ideal candidate combines exceptional hospitality with strong administrative skills, organization, technology proficiency, sales confidence and follow-through.

You'll work closely with our Medical Director, providers and team to keep patient communication, schedules, administrative workflows and day-to-day operations running smoothly.

What You'll Do

Patient Experience + Front Desk

Provide a warm, polished and professional experience for every patient.

Welcome and check in patients, answer incoming calls and messages, schedule appointments, manage confirmations and reminders, coordinate cancellations and rescheduling, process checkout and payments, and ensure appropriate follow-up occurs.

Help patients navigate available services, products, packages and appropriate next steps while maintaining a helpful, consultative—not high-pressure—approach.

Monitor patient flow throughout the day and proactively communicate delays, scheduling changes or other issues.

Scheduling + Administrative Coordination

Manage provider calendars, appointment schedules, reminders and follow-up tasks.

Support the Medical Director and clinical team with patient-related administrative coordination.

Maintain organized medical and administrative documentation and ensure tasks and deadlines are carried through to completion.

Work across multiple technology platforms, including our practice-management/EHR system, CRM, scheduling tools, email, SMS, payment systems and Google Workspace.

Help maintain accurate patient information and organized workflows.

Patient Communication + Follow-Up

Respond professionally and promptly to phone calls, texts, emails, website inquiries and other patient communications.

Follow up with prospective and existing patients regarding appointments, consultations and appropriate next steps.

Assist with patient retention, rebooking and recall efforts.

Support approved email and SMS patient communications as needed.

Sales + Patient Retention

Confidently discuss Thrive services, products, packages and membership opportunities within the scope of the position.

Assist patients with purchasing products and packages, rebooking appropriate services and understanding available options.

Identify opportunities to improve the patient experience and appropriately escalate clinical questions to a provider.

Operations + Team Support

Help maintain an organized, clean and welcoming reception environment.

Serve as a professional gatekeeper for providers and leadership.

Support team members as needed to maintain efficient patient flow and clinic operations.

Identify gaps in processes and recommend practical improvements.

Help document workflows, checklists and repeatable processes that improve consistency and efficiency.

Because Thrive operates in healthcare, this position requires professionalism, discretion and appropriate handling of protected and confidential information in accordance with Thrive's HIPAA privacy and security policies.

This Role Is a Strong Fit If You

• Have 2+ years of experience in patient coordination, medical administration, front desk, aesthetics, wellness, hospitality or a comparable client-facing environment
• Are genuinely warm, personable and professional
• Have excellent verbal and written communication skills
• Are highly organized and dependable with strong follow-through
• Are comfortable answering phones and communicating with patients throughout the day
• Learn technology and new software quickly
• Can move comfortably between scheduling, phones, patients, payments and administrative tasks
• Can work quickly without sacrificing accuracy
• Are comfortable discussing services, products, packages and payment
• Can make appropriate routine decisions while recognizing when provider input is necessary
• Take initiative and look for what needs to be done rather than waiting to be asked
• Remain calm, gracious and solution-focused when priorities change
• Value structure, discretion, professionalism and consistency

Experience in healthcare, medical aesthetics, dermatology, plastic surgery, dental, wellness, luxury hospitality, concierge medicine or a premium service environment is strongly preferred.

Experience with EHR/practice-management systems, CRM platforms, scheduling software, Google Workspace, payment processing and patient communication systems is a plus.

Spanish-speaking candidates are encouraged to apply, although Spanish is not required.

This Role Is NOT for You If You

This position may not be the right fit if you dislike frequent interaction with people, are uncomfortable answering phones, struggle with punctuality or follow-through, dislike learning technology, become easily overwhelmed when priorities change, or prefer waiting for detailed instructions before handling routine responsibilities.

This is also not simply a check-in/check-out position. We need someone who notices what needs attention and helps move it forward.

What Success Looks Like

Patients feel welcomed, recognized and cared for.

Calls and messages are handled professionally. Appointments and calendars remain organized. Payments are collected accurately. Follow-ups happen when promised. Patients are appropriately rebooked. Providers are supported. The reception area remains polished. Tasks don't fall through the cracks.

Most importantly, when the practice gets busy, you remain warm, organized and composed.

Schedule

Part-Time | Approximately 20–25 hours per week

We are hiring two part-time Patient Experience Coordinators to provide consistent front-desk coverage and support.

Candidates should be available for a consistent weekly schedule and have some flexibility to provide additional coverage when needed.

Additional hours and advancement opportunities may become available as the practice grows.

Compensation & Benefits

$23–$27/hour, based on relevant experience and demonstrated capabilities.

Benefits and opportunities may include:

• Paid time off
• Employee discounts
• Paid training
• Professional development assistance
• Performance-based incentives
• Opportunities for additional hours and advancement

Work Location: In Person | Chicago, IL

Benefits:

• Employee discount
• Flexible schedule
• Paid sick time
• Paid time off
• Professional development assistance

Thrive Wellness + Aesthetics is a physician-led integrative medical and aesthetics practice in Chicago’s West Town neighborhood. We provide personalized care focused on skin health, clinical safety, client education, and long-term results. Our environment is polished, collaborative, and professional, with clear protocols, supportive leadership, and opportunities for continued learning and growth.