{"id":2543326,"url":"https://alion.io/job/assist-world-patient-experience-operations-coordinator","title":"Patient Experience & Operations Coordinator","company":{"id":668705,"name":"Assist World","domain":"assistworld.com","url":"https://alion.io/company/assistworld","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":93,"open_postings":16,"ghost_share":0,"stale_share":0.063,"repost_share":0,"time_to_fill_p50_days":105,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":["ZA"],"hiring_countries_total":1,"salary":{"min":1500,"max":2000,"currency":"USD","period":"month","gross":null,"usd_annual":24000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Canva","optional":false},{"name":"Gmail","optional":false},{"name":"Google Docs","optional":false},{"name":"Google Drive","optional":false},{"name":"Google Sheets","optional":false},{"name":"Google Workspace","optional":false},{"name":"Notion","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-14T13:58:24Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-21T00:56:52Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"We're a staffing agency hiring for a cash-pay sports medicine and athlete recovery clinic in Dallas, Texas. We provide personalized chiropractic care, rehabilitation, strength and conditioning, stretch therapy, massage, and other recovery services.\nOur approach is relationship-driven. We believe in delivering an exceptional athlete experience through empathy, accountability, clear communication, and personalized care.\nWe are looking for a highly organized, proactive, and commercially minded Patient Experience & Operations Coordinator who can manage multiple priorities simultaneously, support patient retention and booking conversion, and help keep our daily operations running smoothly.\nThe ideal candidate combines the coordination and problem-solving abilities of an experienced travel consultant, the patient-service skills of a healthcare administrator, the commercial mindset of a sales professional, and the digital confidence of an experienced remote worker.\nThe Patient Experience & Operations Coordinator is responsible for front-desk support, patient communication, appointment coordination, enquiry follow-up, administrative accuracy and selected social media and digital operations.\nThis is a hands-on, execution-focused position for someone who enjoys managing multiple moving parts, anticipating what needs attention, solving problems and ensuring that tasks are completed without constant supervision.\nThe successful candidate will be comfortable working across several digital platforms, communicating professionally with US-based patients and colleagues, and balancing patient service with commercial outcomes such as bookings, retention and reactivation.\nKey responsibilities\nPatient experience and front-desk operations\nServe as a primary point of contact for current and prospective patients.\n\nManage incoming calls, voicemails, emails, texts and other assigned communication channels.\n\nProvide timely, professional, empathetic and helpful responses to patient enquiries.\n\nExplain approved service information, pricing, appointment availability and booking procedures.\n\nAssist patients with scheduling, rescheduling and general administrative questions.\n\nHandle concerns professionally, recognizing when an issue requires escalation to the General Manager or a clinician.\n\nMaintain a positive, relationship-focused patient experience consistent with The Sports Pod's brand and service standards.\n\nEnsure patient enquiries and unresolved issues have a clear next step, owner and follow-up deadline.\n\nAppointment coordination and scheduling\nManage appointments, cancellations, rescheduling, confirmations and related follow-ups using Jane or the clinic's designated practice-management system.\n\nMonitor schedule changes and identify opportunities to fill available appointment slots.\n\nFollow up with patients who cancel, miss appointments or leave without a future appointment where appropriate.\n\nHelp patients arrange their next appointment in accordance with clinician recommendations and established workflows.\n\nMaintain accurate appointment statuses and communication records.\n\nCoordinate competing scheduling requests and communicate changes to the appropriate team members.\n\nEnsure outstanding scheduling matters are tracked through to resolution.\n\nSales, enquiry conversion and patient retention\nRespond to prospective patient enquiries and guide suitable prospects through the booking process.\n\nFollow up with prospective patients who have not completed booking.\n\nUse approved scripts, service information and professional communication to address questions and booking objections.\n\nMaintain a structured record of enquiries, contact attempts, bookings and outcomes.\n\nSupport patient retention through appropriate follow-up, rescheduling and reactivation workflows.\n\nContact inactive patients or patients who have fallen out of their usual care schedule using approved processes.\n\nIdentify missed booking opportunities and communicate trends or recommendations to management.\n\nSupport the clinic's revenue and utilization objectives through consistent execution of patient follow-up processes.\n\nHealthcare administration and recordkeeping\nMaintain accurate patient records, appointment information and administrative notes.\n\nFollow clinic procedures for documentation, patient communication and information handling.\n\nHandle confidential information responsibly and comply with applicable privacy and security requirements.\n\nRecognize the boundaries between administrative support and clinical decision-making.\n\nDirect clinical questions to the appropriate clinician rather than providing unauthorized clinical advice.\n\nSupport administrative processes related to patient payments, billing follow-ups and outstanding administrative items, within approved procedures and permissions.\n\nIdentify missing information, discrepancies or incomplete tasks and take appropriate action.\n\nSocial media and digital engagement\nAssist with the day-to-day management of The Sports Pod's business social media presence, particularly Instagram and LinkedIn.\n\nSchedule and publish approved content in accordance with the content calendar.\n\nMonitor social media comments, direct messages and enquiries.\n\nRespond to routine enquiries using approved guidance and direct prospective patients into the appropriate enquiry and booking process.\n\nAssist with organizing photos, videos, captions and other content assets.\n\nCreate or adapt basic social media content, including captions, simple Canva graphics and short-form video edits, as required.\n\nRepurpose existing approved content for different platforms.\n\nMonitor basic engagement and enquiry metrics and report useful observations to the General Manager.\n\nMaintain the clinic's brand voice and professional standards across all online interactions.\n\nProtect patient confidentiality and ensure required authorization is obtained before any patient-related content is published.\n\nEscalate clinical questions, sensitive comments, complaints and content requiring approval.\n\nTechnology and digital systems\nUse digital tools confidently to manage communication, tasks, documentation, reporting and daily operations.\n\nUse Slack for team communication, updates, handoffs and escalation.\n\nUse Notion to manage assigned tasks, update statuses, follow standard operating procedures and maintain operational documentation.\n\nUse Jane or similar practice-management software for scheduling and patient administration.\n\nUse Google Workspace, including Gmail, Google Sheets, Google Docs and Google Drive, for correspondence, tracking, file management and reporting.\n\nUse Canva or equivalent tools for basic graphic design and content preparation.\n\nLearn new software and digital workflows quickly.\n\nTroubleshoot routine technical and workflow issues and escalate problems appropriately.\n\nMaintain organized digital records and follow security requirements for passwords, account access and confidential information.\n\nDemonstrate an interest in AI tools, automation and process improvement, including identifying repetitive administrative tasks that could be simplified.\n\nTask management and operational accountability\nManage multiple concurrent responsibilities while maintaining accuracy and meeting deadlines.\n\nPrioritize work according to urgency, patient impact, business requirements and established procedures.\n\nMaintain clear task statuses and next actions in Notion or the designated task-management system.\n\nFollow documented standard operating procedures and checklists.\n\nEnsure assigned tasks are completed, documented and closed out appropriately.\n\nProvide a concise end-of-day update covering completed work, outstanding items, blockers and matters requiring management input.\n\nCommunicate proactively when deadlines may be missed or a task cannot be completed.\n\nIdentify recurring problems and suggest practical improvements to reduce errors and unnecessary manual work.\n\nWork independently while maintaining clear communication with the General Manager and wider team.\n\nRequired qualifications and experience\nCandidates must demonstrate:\nPrevious experience working remotely with a US-based employer, customer base or client team.\n\nExperience in a hospital, healthcare facility, medical practice or another patient-facing healthcare administration environment.\n\nStrong organizational skills and the ability to manage multiple simultaneous tasks, changing priorities and competing deadlines.\n\nExcellent written and spoken English, with professional telephone and customer-service skills.\n\nA sales-oriented mindset, with experience in lead follow-up, booking conversion, customer retention, reservations or service recommendations.\n\nStrong attention to detail and a demonstrated record of completing tasks reliably.\n\nConfidence working with digital platforms and learning new software.\n\nThe ability to work independently, exercise sound judgment and escalate issues appropriately.\n\nA professional, empathetic and solutions-oriented approach to customer and patient interactions.\n\nReliable internet connectivity and a suitable remote-working environment.\n\nAvailability during the agreed working hours aligned with the Dallas clinic's schedule.\n\nPreferred qualifications and experience\nThe following will strengthen a candidate's application:\nPrevious experience as a travel consultant, travel agent, corporate travel coordinator, reservations consultant or booking coordinator.\n\nExperience in hospital admissions, patient access, medical reception, patient coordination or healthcare customer service.\n\nPrevious experience supporting a US healthcare practice or other appointment-based US business remotely.\n\nProfessional experience using Slack and Notion.\n\nExperience using Jane or another healthcare practice-management system.\n\nExperience with CRM systems, task databases, operational trackers or structured follow-up pipelines.\n\nExperience scheduling business social media content for Instagram, LinkedIn or similar platforms.\n\nBasic Canva design, short-form video editing or content repurposing skills.\n\nFamiliarity with Google Workspace, spreadsheets and basic operational reporting.\n\nExposure to AI productivity tools, automation platforms or digital process improvement.\n\nPersonal attributes\nThe successful candidate will be:\nHighly organized: Able to keep track of numerous open tasks without relying on memory alone.\n\nProactive: Notices what needs attention and takes action within their authority.\n\nCommercially minded: Understands the importance of bookings, conversion, retention and revenue.\n\nService-oriented: Genuinely enjoys helping people and delivering a positive patient experience.\n\nCalm under pressure: Can handle interruptions, urgent requests and changing priorities without losing control of other responsibilities.\n\nAccountable: Takes ownership of assigned tasks, communicates issues early and follows through to completion.\n\nTechnologically confident: Comfortable learning new systems and using digital tools to work efficiently.\n\nProfessional and discreet: Handles sensitive information and difficult conversations appropriately.\n\nAdaptable: Willing to work across patient service, administration, scheduling and basic digital marketing support.\n\nPerformance expectations\nPerformance will be assessed against agreed, measurable targets, including:\nReliability of assigned front-desk coverage.\n\nTimeliness and quality of patient and prospective-patient communication.\n\nEnquiry follow-up and booking conversion.\n\nCompletion of cancellation, rescheduling, retention and reactivation tasks.\n\nAccuracy of appointment records and administrative documentation.\n\nCompletion of assigned tasks and daily reporting within agreed deadlines.\n\nQuality and consistency of social media publishing and enquiry handling.\n\nAppropriate use of Slack, Notion and other operational systems.\n\nAbility to resolve routine issues independently and escalate exceptions appropriately.\n\nContribution to improving workflow reliability and 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