Senior Patient Services Coordinator

The onsite communication and patient access anchor for a high touch mental health practice

About Ketamine Clinics Los Angeles

Ketamine Clinics Los Angeles is a family-owned outpatient mental health practice that has helped pioneer innovative psychiatry since 2014. We provide Ketamine Therapy, TMS Therapy, Holistic Psychiatry, Spravato, medication management, and integrative mental health services. As a high touch practice, we value sound judgment, attention to detail, accountability, teamwork, discretion, and genuine care for patients and colleagues.

The Opportunity

KCLA is seeking a seasoned, compassionate, and highly organized Senior Patient Services Coordinator to serve as the primary onsite communication and front office anchor for our patients and team. Our administrative team handles approximately 1,000 inbound calls per month, plus messages, scheduling, paperwork, patient follow up, refill intake, provider requests, and treatment logistics.

This is not a passive reception position. The successful candidate will take ownership of patient needs, close loops reliably, protect the time of clinical and management staff, and help create a calm and welcoming experience for people who may be distressed, overwhelmed, or navigating complex treatment.

What You Will Own

Patient Communication and Scheduling

•     Answer and manage inbound calls, voicemails, texts, email, portal messages, and assigned work queues with warmth, accuracy, and appropriate urgency.

•     Schedule and reschedule appointments across psychiatry, Ketamine Therapy, TMS Therapy, Spravato, and other services while following service specific rules.

•     Check patients in and out, confirm required information, collect applicable balances, and help maintain an orderly and welcoming reception experience.

•     Provide clear routine instructions, route clinical questions appropriately, close communication loops, and escalate sensitive or urgent concerns promptly.

Documentation, Refills, and Provider Support

•     Track and follow up on intake forms, consents, insurance information, identification, payment information, releases, and other required documentation.

•     Receive refill requests, gather required information, document accurately, route requests to the appropriate clinical team member, and communicate status within established boundaries.

Documentation, Refills, and Provider Support, Continued

•     Support providers and clinical staff with assigned administrative tasks, records, scheduling changes, patient messages, and routine coordination.

•     Maintain accurate data, complete daily work queues, and clearly hand off unresolved items before the end of the shift.

Spravato and Treatment Logistics

•     Support the manager with Spravato scheduling, reminders, patient instructions, transportation confirmation, paperwork, and backfilling cancellations.

•     Follow written readiness checklists and immediately flag missing administrative items or changes that could affect treatment.

•     Coordinate routine treatment communication and maintain clear handoffs among patients, providers, clinical staff, the manager, pharmacy contacts, and the billing team.

Billing and Growth Support

•     Collect missing insurance information, communicate routine balance information, send approved payment links, and complete other routine revenue cycle support tasks.

•     Assist prospective patients when the sales specialist is unavailable, document inquiries accurately, and ensure timely handoff for follow-up.

•     Use required EHR and CRM fields consistently, so communication, automation, and reporting remain reliable.

Required Qualifications

•     At least three years of patient services, medical reception, patient access, care coordination, or comparable outpatient healthcare experience.

•     Demonstrated ability to manage a high volume of calls, messages, scheduling requests, and patient tasks without losing accuracy or follow through.

•     Excellent communication, active listening, judgment, organization, and service recovery skills, including comfort supporting patients in distress.

•     Experience with EHR systems, scheduling platforms, shared work queues, spreadsheets, and modern office technology.

•     Ability to follow detailed written procedures, identify missing steps, document work clearly, and escalate exceptions promptly.

•     Ability to work onsite in Los Angeles approximately 40 hours per week within the stated operating window.

•     Commitment to confidentiality, professional boundaries, teamwork, punctuality, reliability, and respectful patient care.

Preferred Qualifications

•     Experience in psychiatry, behavioral health, infusion services, ketamine therapy, TMS, Spravato, specialty medication, or another complex outpatient setting.

•     Working knowledge of insurance verification, prior authorizations, patient balances, medication refill routing, or medical billing support.

•     Experience with enterprise CRMs, or a relevant associate or bachelor's degree. Equivalent experience will be considered.

Who Thrives in This Role

•     You are warm and patient while still being organized, efficient, and appropriately firm.

•     You notice missing details, close loops, and do not assume someone else will handle an unresolved request.

•     You shift priorities calmly, value clear procedures, and know when to ask a thoughtful question or escalate.

•     You want to become a trusted long-term member of a small team where consistency matters every day.

Compensation and Schedule

Expected base pay is $24.04 to $33.65 per hour, approximately $50,000 to $70,000 annualized at 40 hours per week, depending on directly relevant experience, qualifications, and capability. This is a nonexempt position, and overtime will be paid as applicable.

This is a fully onsite position in Los Angeles. The expected schedule is approximately 40 hours per week, Monday through Friday. Scheduled shifts will fall between 8:30 a.m. and 7:30 p.m. and may be staggered to support patient care and office coverage.

Why Join KCLA

•     Help people access innovative mental health care during periods when kindness, clarity, and responsiveness matter deeply.

•     Join an independent, pioneering practice where excellent execution is visible and valued.

•     Build deeper experience across psychiatry, Ketamine Therapy, TMS Therapy, Spravato, patient access, and healthcare operations.

How to Apply

Apply through this posting with a resume and a brief response addressing:

•     Your most relevant outpatient healthcare or mental health patient services experience.

•     The approximate call or patient volume you handled and one difficult service situation you resolved successfully.

•     Your availability to work fully onsite within the stated schedule window.

Equal Opportunity and Accommodations

KCLA is an equal opportunity employer and considers qualified applicants without regard to any characteristic protected by law. Reasonable accommodation is available. Final candidates may be asked to complete lawful reference and background screening after a conditional offer. This posting is not an employment contract, and responsibilities may evolve.