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Job Description
The Wellness Coordinator serves as the welcoming, knowledgeable first point of contact for all clients. This role combines front-desk duties with a strong understanding of IV vitamin therapy and related wellness services. The coordinator handles phone inquiries, in-person questions, scheduling, payments, and checkout, while ensuring excellent customer service and smooth operational flow. The ideal candidate is personable, organized, detail-oriented, tech-savvy, and passionate about wellness and patient care.
Key Responsibilities:
Customer Interaction Answer and route phone calls professionally; respond to inquiries about services, packages, pricing, and promotions. Greet clients warmly, verify appointments, collect required information, and address general questions about treatments and protocols. Maintain a calm, friendly, and informative demeanor to ensure a positive patient experience. Scheduling and Appointment Management Schedule, confirm, and reschedule IV therapy appointments, consultations, and related services. Maintain the appointment calendar, minimize wait times, and communicate any scheduling changes promptly. Coordinate with medical staff or lead clinician for treatment-specific availability and requirements. Treatment Information and Education Provide accurate, up-to-date information on IV vitamin therapy, infusion options, vitamin blends, hydration protocols, and additional wellness services (e.g., vitamin shots, and membership plans). Help clients determine suitable services based on their health goals and preferences; know when to escalate to clinician for medical questions or contraindications. Stay informed about contraindications, safety protocols, and aftercare guidelines; communicate these to clients as appropriate. Checkout, Payments, and Transactions Process point-of-sale transactions accurately (payments, deposits, memberships, packages, and gift cards). Ensure proper intake forms, consent documentation, and HIPAA-compliant handling of sensitive information. Provide clear explanations of pricing, packages, cancellation policies, and refunds. Office Operations Keep the front desk area organized, tidy, and fully stocked with client forms, brochures, and supplies. Monitor inventory of patient education materials, medical forms, and appointment reminders. Assist with light administrative duties as needed (email follow-ups, data entry, reporting). Collaboration and Communication Coordinate with clinicians, nurses, or technicians to optimize patient flow and service delivery. Communicate client needs and feedback to the appropriate team members for continuous improvement. Participate in staff meetings and contribute to process improvements. Customer Experience and Culture Cultivate a welcoming, knowledgeable, and supportive environment. Anticipate client questions and proactively provide helpful information. Handle escalations professionally, documenting issues and resolutions.
Qualifications:
Ideal candidate should have at least 1-3 years of customer service in a similar role.
