Patient Care Coordinator (Lead Conversion)

Our client is a boutique medical practice based in Newport Beach, California, with over 25 years of experience in aesthetic, regenerative, sexual wellness, and hormone medicine. The practice is known for providing personalized, high-quality care to discerning patients throughout Southern California.

The team is looking for a Patient Care Coordinator who combines consultative sales skills with exceptional communication and patient service. This person will be the first point of contact for prospective patients, responsible for responding to inquiries quickly, building trust, explaining services and pricing, and converting qualified leads into booked consultations.

This is a senior, relationship-driven sales role rather than a traditional call center or appointment-setting position. The ideal candidate is polished, persuasive without being pushy, comfortable discussing premium services, and highly organized in managing leads from initial contact through booking and follow-up.

Key Responsibilities

• Respond to new patient inquiries during scheduled working hours through phone, text, email, web forms, and social media messages.
• Manage all incoming leads through GoHighLevel (GHL), maintaining timely and consistent communication across channels.
• Lead consultative sales conversations to understand patients' goals, concerns, timelines, and budgets.
• Explain aesthetic, regenerative, sexual wellness, and hormone treatments in a clear, professional, and discreet manner.
• Discuss treatment pricing, present approved fee estimates, address objections, and negotiate appropriately within the practice's guidelines.
• Convert qualified inquiries into booked consultations by building trust and confidently asking for the booking.
• Follow up consistently with leads who have not responded or booked, using established contact sequences and nurturing strategies.
• Reactivate past and overdue patients by introducing relevant services, reconnecting with previous inquiries, and helping fill available appointment slots.
• Confirm consultations and assist with rescheduling cancellations and no-shows.
• Maintain an accurate GHL pipeline, documenting conversations, outcomes, next steps, and follow-up dates.
• Prepare detailed handoff notes for providers before consultations, including patient goals, concerns, budget, and quoted pricing.
• Monitor lead response times, conversion rates, and reasons prospects do not book.
• Identify opportunities to improve sales scripts, follow-up sequences, CRM workflows, and automations within GoHighLevel.
• Provide a consistently polished, warm, and personalized experience that reflects the practice's premium positioning.
  

Requirements

• 5+ years of consultative sales experience serving high-end clientele in fields such as aesthetics, private healthcare, luxury retail, hospitality, or financial services
• Fluent, natural spoken and written English, with excellent conversational skills and the ability to build rapport with US-based patients.
• Proven track record of meeting or exceeding sales and conversion targets.
• Hands-on experience managing inbound leads, conducting follow-ups, overcoming objections, and converting prospects into customers or booked consultations.
• Experience with GoHighLevel (GHL) or a comparable CRM, with a strong willingness and ability to learn and manage its mobile app.
• Ability to respond quickly to new inquiries, manage multiple conversations, and maintain consistent follow-up.
• Experience with patient or customer reactivation, lead nurturing, and re-engagement campaigns.
• Strong negotiation skills and confidence discussing premium pricing without relying on aggressive sales tactics or unnecessary discounts.
• Excellent phone presence, professional writing, attention to detail, and sound judgment when handling sensitive conversations.
• Ability to work independently, manage a sales pipeline, and take ownership of leads through conversion.
• Availability to work a 40-hour week aligned with Pacific Time, including weekday evenings (1 hour per day) and weekend hours (2,5 hours every day).
• Reliable home internet, a current smartphone, mobile data, and a quiet environment for calls.

Benefits

• Work remotely
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 14 Company Holidays a year
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!

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