Lead Patient Care Coordinator

Location: Hoboken Area, NJ (On-Site)

Employment: Full-Time

Language: Spanish highly preferred (not required) – bilingual candidates prioritized in review

About the Role

If you love a consultative close and take pride in white-glove patient service, this is a front-desk leadership role with real ownership. You will manage the patient experience from first contact to check-out and drive outcomes tied to membership enrollment and membership retention. If you enjoy consultative care—not assembly-line medicine—and want to grow with a clinic investing in quality, this role is for you.

Schedule

• Tuesday: 11:00 AM – 6:30 PM
• Wednesday: 9:30 AM – 6:30 PM
• Thursday: 11:00 AM – 7:30 PM
• Friday: 9:30 AM – 5:30 PM
• Saturday: 9:30 AM – 2:30 PM
• Monday & Sunday: Closed

Responsibilities

Sales + Retention

• Lead-to-visit conversion: Respond to inquiries, book visits, and keep patients moving through the schedule with strong follow-up discipline.
• Membership enrollment: Confidently explain services, promotions, and membership programs—and ask for the close at the right time.
• Membership retention: Prevent churn with save conversations, proactive outreach, and reactivation follow-ups. This role explicitly prioritizes retention programs.
• Rebooking: Support sales by rebooking appointments and collaborating with the team to hit retention goals.

Front Desk Operations

• Keep patient flow seamless: check-ins/outs, accurate records, and calm service recovery when things get busy.
• Own the schedule: confirmations, waitlist management, and daily optimization to reduce gaps and no-shows.
• Maintain a high-standards environment: professional presence, crisp communication, and a lobby that matches the brand experience.

Leadership: Lead PCC

This is a lead role. You will help set the pace at the desk, coach standards day-to-day, and support a small team of 1-2 other PCCs. The lead seat carries real ownership—not a title without substance.

How Success is Measured

These are the core KPIs tracked for this role:

• Patient satisfaction and loyalty
• Appointment rebooking rate
• Membership conversion percentage
• Accuracy of scheduling and documentation

Plus practical sales-desk indicators: follow-up completion and show-rate management.

Requirements

• Customer-facing front desk or coordinator experience in a relevant environment: med spa, dental/ortho, plastics, concierge, hospitality, or similar.
• Closing instincts: you can guide a conversation, handle objections, and ask for commitment in a way that feels professional—not pushy.
• Exposure to memberships, packages, or retention—or adjacent conversion responsibility such as treatment plan acceptance, service upgrades, or subscription programs.
• Strong scheduling and systems comfort; scheduling software and administrative tools experience preferred. Zenoti is a plus.
• Ability to multitask, stay organized, and remain calm in a busy patient-facing environment.
• Schedule availability to cover clinic hours including evenings and Saturdays as needed.

Benefits

• Compensation: $20/hr base + Commission. Commission structure and performance incentives reviewed in the recruiter interview.
• Growth pathway: This is a lead seat with real scope and room to expand responsibility over time.
• Consistent schedule with a defined weekly cadence—no unpredictable hours.
• Full-spectrum wellness and aesthetics environment where your contribution to membership and retention is visible and rewarded.

About This Practice

This is an established, full-spectrum wellness and aesthetics med spa in Hoboken, NJ. The model blends advanced aesthetic services—injectables, skincare, microneedling—with longevity-focused care including hormone optimization, IV therapy, and medical weight management. The practice is built around a high-touch, consultative patient experience—not assembly-line medicine. The right person for this role is someone who takes pride in white-glove service, earns patient trust through genuine attention, and understands that the front desk drives the outcomes that keep patients coming back.