Patient/Customer Experience Coordinator (remote)

What You'll Do: Lead Discovery Calls and consultations. Understand each person's goals, questions, and concerns. Explain relevant services, pricing, general expectations, and next steps clearly. Convert appropriate prospects into booked patients. Guide people from inquiry to registration and a scheduled initial Medical Assessment. For self-pay services, take them directly from Discovery Call to registration and scheduling when operationally appropriate. For insurance-based services, explain what happens next while the Intake team handles the detailed insurance work. Work through objections. Address concerns about cost, timing, and fit honestly, and help people make a confident decision without pressure. Follow up and re-engage. Reach out to prospects who haven't scheduled and to patients who have dropped off, canceled, missed an appointment, or stopped responding. Personalize your outreach and give each person a clear next step. Manage your pipeline in GoHighLevel (GHL). Monitor lifecycle stages, assigned follow-up Tasks, and Attention Status indicators. Follow service-specific timelines to catch stalled journeys, keep records accurate, and flag overdue items to the right owner. Hand off cleanly. Work closely with Intake, Care Coordinators, clinical staff, and Operations. Clarify who owns the next step so no patient is left waiting or wondering who will respond. Answer non-clinical patient questions. Respond through appropriate channels, including Spruce, and route clinical, insurance, authorization, and billing-policy questions to the right team. Improve what isn't working. Identify recurring barriers to conversion, scheduling, and re-engagement, then bring patterns and practical recommendations to Operations.

How Success Is Measured: Core measures are the percentage of appropriate prospects who move from inquiry or Discovery Call to a scheduled initial Medical Assessment and first treatment, and the re-engagement rate for patients who have dropped off. Other indicators include timely follow-up, accurate GHL records, clear handoffs, appropriate escalation, and patient feedback. Performance bonuses reward meaningful conversion and engagement outcomes, not call or message volume. What You Bring

Required: 2+ years in consultative sales or patient consultations with conversion, booking, or revenue goals Healthcare background, such as work in a medical, dental, behavioral health, or medical aesthetics setting (a clinical license is not required)A track record of meeting goals, with results you can speak toComfort discussing pricing, handling objections, and following up consistently without being pushy Excellent phone and written communication, with strong organization and follow-through Empathy, professionalism, and comfort having sensitive conversations about mental health and treatment Sound judgment about patient privacy and when to escalate a question

Preferred: Experience in mental health or behavioral health Experience with GoHighLevel, ClickUp, Spruce, another CRM, or an EMR/EHR system Backgrounds that tend to fit well:

• Treatment or patient care coordinator who presents care plans and pricing in dental, orthodontics, plastic surgery, medical aesthetics, LASIK, or fertility
• Admissions counselor at a behavioral health or addiction treatment program
• Healthcare or medical sales professional
• Nurse or other clinician who has moved into a sales or consultation role

Schedule & Details: This is a remote position of approximately 20 hours per week to start, scheduled around Discovery Calls, consultations, and follow-up needs. Some availability during business hours is required, with potential for additional hours as patient volume grows. About Lucid & How to ApplyLucid Therapeutics is a Santa Barbara-based mental health and wellness practice focused on thoughtful, evidence-informed care and a high-touch patient experience. Please submit your resume and a brief note describing your consultation or client-engagement experience, including an example of how you helped a prospective client or patient move from interest to action while maintaining a positive experience.