Position Summary
The Lead Wellness Coordinator serves as the first point of contact for patients and visitors, playing a key role in creating a welcoming and supportive environment at MIORA. This role is responsible for managing front desk operations, coordinating appointments, and ensuring smooth day-to-day administrative functions that support the clinic’s integrated healthcare mission.
With a strong focus on customer service, the Lead Wellness Coordinator ensures every patient’s interaction is warm, efficient, and solution oriented. From greeting patients and managing phone communications to handling check-ins, appointment scheduling, and check-outs, this role helps ensure an exceptional and seamless experience throughout each visit.
In collaboration with Medical Providers, and the broader care team, the Lead Wellness Coordinator helps deliver a high-touch, patient-centric experience that reflects MIORA’s commitment to performance, longevity, and personalized care. Working directly with the corporate support team for all matters involving administrative operations, workflow management, SOP execution, process improvement, and standardized communication.
Medical Oversight:
The Lead Wellness Coordinator position reports to the Medical Director with a dotted line to the clubs Lead General, and oversees clinic operations and administration duties, provides day-to-day support, feedback, and team alignment. All matters related to medical supervision, patient care, clinical protocols, and medical judgment must be directed to the Medical Director (MD), who holds the responsibility for clinical oversight and supervision. The Clinic Leader does not influence medical decision-making or clinical protocols.
Job Duties/Responsibilities
Front Desk Management:
- Serve as the primary point of contact at the front desk, greeting patients and visitors with a friendly and professional demeanor.
- Manage daily front desk operations, ensuring the area is clean, organized, and well-maintained to create a welcoming environment.
- Provide excellent customer service by addressing patient concerns, answering questions, and ensuring that every interaction is handled with care and professionalism.
- Provide general information to patients and visitors about the clinic’s services, policies, and procedures.
- Answer incoming phone calls and respond to emails and text messages in a timely manner, addressing patient inquiries, appointment requests, and other general questions.
- Direct calls and messages to appropriate staff members, ensuring that patient concerns are resolved efficiently.
- Follow up with patients regarding appointment reminders, treatment plans, and other communication as needed.
Appointment Scheduling & Coordination:
- Schedule patient appointments, including initial consultations and follow-ups, using the clinic’s Electronic Medical Record (EMR) scheduling system.
- Confirm appointments with patients via phone, email, or text, and handle rescheduling requests promptly.
- Coordinate with medical providers to ensure that the appointment schedule runs smoothly, minimizing wait times and managing patient flow efficiently.
Patient Check-In & Check-Out:
- Greet patients upon arrival, verify their appointments, and assist with check-in processes, including collecting necessary paperwork and updating patient records.
- Handle patient check-outs by scheduling follow-up appointments, processing payments, and providing receipts or any required documentation.
- Ensure that patient information is accurately entered into the clinic’s electronic medical record (EMR) system.
Administrative Duties:
- Maintain accurate records of patient interactions, including appointment details, communications, and updates to patient information.
- Assist with managing inventory of front desk supplies, branded resources, and supplements.
- Perform general administrative tasks, such as filing, data entry, and supporting the clinic’s day-to-day operational needs.
Collaboration & Team Support:
- Work closely with the Medical Providers, corporate support team, and other staff to ensure smooth clinic operations and cohesive patient experience.
- Act as a key point of communication between the clinical team and club leadership teams, including the LG and PTL, to support operational alignment and collaboration.
- Facilitate team meetings and provide input on how to improve front desk efficiency and patient satisfaction.
- Assist with additional duties as needed to support the clinic’s mission of delivering integrated healthcare solutions.
Minimum Required Qualifications
Education and Experience:
- High school diploma or equivalent required; associate’s or bachelor’s degree in a related field is preferred.
- 4 years experience in customer service, healthcare administration, or front desk roles is highly desirable.
- Experience with scheduling systems and electronic medical records (EMR) is a plus.
Skills and Abilities:
- Excellent communication and interpersonal skills, with the ability to engage warmly and professionally with patients, staff, and visitors.
- Strong organizational skills and attention to detail, with the ability to handle multiple tasks in a fast-paced environment.
- Ability to manage front desk staffing and ensure proper coverage during clinic hours.
- Proficiency in using customer relationship management (CRM) systems, scheduling software, and other relevant tools.
- Ability to maintain confidentiality and handle sensitive patient information with professionalism.
- Commitment to delivering high-quality, patient-centered care.
Life Time is a place for everyone. As an organization, we are committed to an inclusive, diverse and equitable workplace that respects and celebrates the unique contributions of each individual while ensuring we remain an equal opportunity employer that recruits, hires, trains and promotes based on merit and qualifications.
