Job Description
Job DescriptionPosition OverviewThe Patient Care Coordinator (PCC) is a cornerstone role within Coastal MD™, combining exceptional patient experience with education-driven service alignment. This position builds on our Patient Experience framework while integrating key elements of the Vitality Coordinator model — including proactive education, relationship-building, and value-based conversations around services and memberships.PCCs guide patients through their full journey — from first contact through ongoing care — ensuring every interaction is welcoming, informed, and aligned with our mission of accessible, life-changing integrative healthcare. This role is ideal for individuals who thrive in a fast-paced environment and can balance operational responsibilities with patient education and engagement.Core ResponsibilitiesPatient Experience & Engagement
- Serve as a primary point of contact for in-office, phone, and digital interactions
- Deliver a warm, professional, and seamless patient experience
- Engage patients in conversations about services, memberships, and promotions
- Educate patients on options aligned with their goals and financial considerations
- Confidently discuss out-of-pocket and direct-pay solutions
- Ensure patients feel supported, informed, and valued throughout their journey
Patient Education & Service Alignment
- Act as an educator, helping patients understand how services align with their goals
- Support lead conversion and retention through trust-based, non-pressured conversations
- Model best practices in communication and service awareness
- Share patient insights with leadership and marketing teams
Front Desk & Administrative Operations
- Schedule appointments accurately across providers and locations
- Process payments, memberships, and packages via EMR and Coastal MD systems
- Maintain detailed and accurate patient documentation
- Manage calls, messages, and correspondence while supporting in-office flow
- Proactively identify and resolve scheduling or workflow issues
Communication & Interpersonal Excellence
- Demonstrate strong verbal and written communication skills
- Maintain a confident, positive tone in all interactions
- Respond empathetically to concerns and resolve issues professionally
- Use sound judgment and discretion in problem-solving situations
Team Collaboration & Culture
- Participate in team meetings and collaborative initiatives
- Support cross-training, coverage, and Coastal MD™ events
- Embody core values: support, adaptability, and accountability
- Contribute to a positive, solutions-oriented environment
Flexibility & Multi-Location Expectations
- Work across multiple Long Island locations as needed
- Maintain schedule flexibility based on operational needs
- Coordination managed by the Director of Patient Experience
Professionalism & Confidentiality
- Represent Coastal MD™ with professionalism at all times
- Maintain a polished appearance and demeanor
- Ensure strict HIPAA compliance and confidentiality
- Protect all proprietary company information
Technology & Learning Agility
- Utilize EMR systems, phone platforms, Google Workspace, Coastal MD App, and payment tools
- Adapt quickly to evolving technologies and workflows
Organizational & Cognitive Skills
- Manage time effectively in a high-volume environment
- Maintain strong attention to detail in scheduling and records
- Demonstrate critical thinking and independent problem-solving
- Prioritize and adapt to shifting demands
Emotional Intelligence & Conflict Resolution
- Exhibit strong emotional intelligence and self-regulation
- Handle conflicts with professionalism and diplomacy
- Foster a calm, supportive environment for patients and team members
Fair Employment PracticesCoastal MD™ is committed to equitable and inclusive employment practices. We follow all applicable labor laws and prioritize transparency, respect, and growth opportunities, fostering a supportive workplace focused on long-term success.Why Join Coastal MD™?This role offers growth within one of Long Island’s most forward-thinking integrative wellness practices. You’ll gain leadership exposure, mentorship, and the ability to directly impact patient experience. At Coastal MD™, vitality isn’t just what we deliver — it’s how we operate.