Patient Experience Coordinator - Specialty Healthcare (Pacific Heights)

About Us

Located in San Francisco’s Pacific Heights neighborhood, Serenity AG partners with an innovative mental health practice designed around one simple goal: delivering an exceptional patient experience at every step.

The practice specializes in the treatment of treatment-resistant depression and combines leading clinical care with a highly personalized, hospitality-driven approach. From the design of the clinic to the way patients are welcomed, supported, and cared for, every detail is intended to create an experience that feels calm, comfortable, thoughtful, and highly individualized.

Our patients are supported by an exceptional clinical team and a dedicated Patient Advocate who helps manage scheduling, transportation, insurance paperwork, and other logistical details so patients can focus on their treatment and recovery.

This is a highly patient-facing role that combines concierge-level hospitality with hands-on clinical support in an elevated mental health setting.

Job Description

We are seeking an energetic, polished, and service-oriented professional to help us redefine what a patient-centered healthcare experience can be.

This role is especially well suited for someone with experience in hospitality, luxury service, concierge, high-end customer service, or another environment where anticipating needs and creating an exceptional experience are part of the job. Healthcare experience is welcome but not required.

The ideal candidate takes genuine pride in caring for people, notices the details others may miss, and enjoys creating an environment that feels organized, welcoming, and exceptionally well run. You should be friendly, dependable, proactive, highly organized, comfortable with technology, and able to manage multiple priorities without losing attention to the patient experience.

The role includes in-clinic patient support, clinic operations, administrative responsibilities, and hands-on assistance to physicians and the clinical team. You should be comfortable working closely and one-on-one with a physician and taking ownership of the day-to-day details that make the clinic experience exceptional.

What You Do

• Create an exceptional, highly personalized experience for every patient from arrival through departure, ensuring they feel welcomed, comfortable, and genuinely cared for.
• Own the in-clinic patient experience, including treatment-room readiness, warm greeting and check-in, personalized amenities, comfort needs, safety requirements, and coordination throughout the visit.
• Take pride in the appearance and atmosphere of the clinic, keeping patient rooms and shared spaces exceptionally clean, organized, stocked, welcoming, and ready throughout the day.
• Prepare and reset treatment rooms between patients, making sure every detail is in place for the next visit.
• Work closely with physicians and the clinical team to keep the clinic running smoothly and create an outstanding experience for both patients and providers.
• Perform supporting clinical responsibilities, including rooming patients, taking and recording vital signs, assisting with self-assessments and testing, and supporting treatments and procedures as appropriate.
• Maintain inventories of clinical supplies, patient amenities, and office supplies so the clinic is consistently well stocked and prepared.
• Support day-to-day clinic operations, including opening or securely closing the clinic, scheduling and care coordination, collecting payments or copays, insurance eligibility assistance, and basic administrative tasks.
• Maintain accurate and organized paperwork, scanning, filing, mail, deliveries, and other clinic administrative needs.
• Help patients safely and comfortably navigate the clinic, including providing physical assistance such as pushing a wheelchair when needed.
• Take ownership of the details. Notice when something is out of place, a patient needs something, supplies are running low, or a process could work better—and take action to make it right.

What We're Looking For

• A genuine hospitality mindset—you enjoy taking care of people, anticipate what they need, and take satisfaction in creating an exceptional experience.
• Experience in hospitality, luxury service, concierge, high-end customer service, patient experience, or a similarly service-focused environment is strongly preferred. Healthcare experience is welcome but not required.
• Exceptional emotional intelligence, empathy, and interpersonal skills, with the ability to make different personalities feel comfortable and cared for.
• Polished, professional, and approachable presence with high standards for both personal presentation and the environment around you.
• Naturally attentive to details—you notice what is out of place, what needs to be replenished, and what could make someone’s experience better without waiting to be asked.
• Proactive, dependable, and accountable. You take ownership of your responsibilities and follow through.
• Organized and efficient, with the ability to manage multiple priorities while remaining calm and focused.
• Flexible and adaptable, with a positive attitude toward changing priorities and an evolving, entrepreneurial environment.
• A problem solver who enjoys identifying opportunities for improvement and bringing practical solutions to the team.
• Collaborative and comfortable working closely with physicians, clinical staff, and other team members.
• Comfortable learning and using everyday technology, including Google Workspace, computers, mobile apps, and clinic systems.
• Interested in building a stable, long-term role and growing with the organization.
• Able to sit, stand, and walk throughout an 8-hour workday and occasionally lift or carry up to 30 pounds.

• Part-time and full-time opportunities
• Paid holidays, vacation, and sick time
• Medical, dental, and vision insurance for eligible full-time employees
• 401(k) retirement plan with a company match
• Short-term and long-term disability insurance
• Life insurance
• Employee Assistance Program (EAP)
• Opportunities for professional growth and advancement