Sales, Consult & Patient Retention Specialist

Patient Care & Sales Coordinator 

Position: Patient Care & Sales Coordinator
Schedule: 20 hours per week
Reports To: Practice Manager & Administrative Lead

Position Summary

The Patient Care & Sales Coordinator serves as the first point of contact for prospective patients and plays a key role in helping individuals begin their care journey at EleMental Health. This position combines consultative sales, patient education, scheduling, and administrative coordination to ensure every inquiry receives timely, compassionate, and knowledgeable support.

The ideal candidate is warm, organized, and confident discussing treatment options while guiding prospective patients through the intake process. Success in this role is measured by responsiveness, patient satisfaction, lead conversion, and scheduling efficiency.

Primary Responsibilities

Patient Consultations & Sales

• Conduct phone consultations with prospective patients.
• Educate patients about available services, treatment options, and the patient journey.
• Answer questions regarding treatments, scheduling, insurance, and financing when applicable.
• Build trust and rapport while helping patients determine the next appropriate step.
• Convert qualified inquiries into scheduled consultations or evaluations.
• Follow up consistently with prospective patients who have not yet scheduled.
• Maintain accurate documentation of all patient interactions.

Lead Management

• Manage all incoming phone, website, and referral inquiries.
• Track leads from initial contact through scheduling and intake completion.
• Maintain CRM or EverPatient lead management system with accurate notes and follow-up tasks.
• Respond promptly to voicemail, email, text, and online inquiries.
• Monitor referral sources and communicate with referring providers as needed.
• Ensure no qualified lead goes without timely follow-up.

Scheduling & Patient Coordination

• Schedule new patient consultations, evaluations, and follow-up appointments.
• Coordinate provider schedules to maximize efficiency.
• Reschedule appointments when necessary while minimizing gaps.
• Verify appointment readiness before visits.
• Confirm appointments and reduce no-show rates through proactive communication.

Intake & Administrative Support

• Send intake paperwork and electronic consent forms.
• Ensure all required forms are completed before appointments.
• Collect and verify demographic and insurance information.
• Assist with prior authorization coordination by gathering required documentation.
• Answer incoming telephone calls professionally and efficiently.
• Respond to patient messages within established service standards.
• Assist front office staff during busy periods.

Customer Experience

• Deliver exceptional customer service during every interaction.
• Communicate with empathy, professionalism, and confidence.
• Help reduce patient anxiety by clearly explaining next steps.
• Resolve concerns or escalate issues appropriately.
• Represent EleMental Health's mission and values in every patient interaction.

Performance Expectations

Success in this position is measured by:

• Lead response time
• Consultation-to-scheduled appointment conversion rate
• Patient satisfaction
• Scheduling accuracy
• Intake completion rate
• Phone responsiveness
• No-show reduction
• Timely follow-up completion
• Professional communication

Qualifications

• High school diploma required; associate's or bachelor's degree preferred.
• Minimum 2 years of experience in healthcare, medical sales, customer service, or patient coordination preferred.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Comfortable discussing medical services in a compassionate, educational manner.
• Experience with electronic medical records (EMR) and scheduling software preferred.
• Proficiency with Microsoft Office and Google Workspace.
• Ability to work independently while collaborating with the clinical team.

Preferred Experience

• Mental health or behavioral healthcare.
• Medical office scheduling.
• Insurance verification.
• Prior authorization processes.
• Consultative sales or patient education.
• CRM or lead management systems.

Core Competencies

• Compassionate communication
• Relationship building
• Consultative sales
• Organization and attention to detail
• Initiative and follow-through
• Time management
• Problem solving
• Adaptability
• Professionalism
• Teamwork

Our Mission

At EleMental Health, we believe healing happens when evidence-based medicine is combined with compassion, innovation, and hope. Every conversation is an opportunity to help someone take the first step toward reclaiming their health. The Patient Care & Sales Coordinator plays a vital role in making that first experience welcoming, informative, and inspiring.