Job Description

Location: Deer Park, Illinois

Hours: Full-time

Pay: $21-27/hr.

About Retreat

Retreat Care Group is a functional health practice committed to delivering highly personalized, accessible healthcare. We combine in-depth biomarker data, advanced clinical expertise, and compassionate care to help patients reclaim their health. Our unique membership model emphasizes long-term outcomes, not quick fixes.

Role Summary

The Patient Experience Coordinator is the central point of contact for our patients’ journey — from first touch to lifelong membership. This role ensures every patient feels welcomed, cared for, and engaged throughout their experience with Retreat. You will coordinate onboarding, communication touchpoints, satisfaction tracking, and engagement initiatives to support both retention and growth.

Key Responsibilities

Onboarding & First Impressions

• Manage all new patient onboarding (welcome calls, scheduling, paperwork, portal setup).
• Ensure every new patient receives consistent communication (welcome email, follow-ups, educational resources).
• Track onboarding satisfaction and address friction points immediately.

Ongoing Patient Engagement

• Serve as a point of contact for patients needing assistance, rescheduling, or guidance.
• Implement and manage member touchpoint programs (monthly check-ins, milestone celebrations).
• Collaborate with Marketing to coordinate retention campaigns and referral programs.

Satisfaction & Retention

• Monitor and report patient satisfaction (surveys, Net Promoter Score, reviews).
• Proactively flag at-risk patients and implement retention strategies.
• Support loyalty and referral programs to encourage long-term engagement.

Operations & Coordination

• Work closely with front desk/welcome team to ensure smooth daily operations.
• Collaborate with Clinical Director to align communication with patient care plans.
• Track and report engagement, churn, and satisfaction metrics to leadership monthly.

Requirements

• 3+ years in healthcare, wellness, or customer experience roles (medical office, concierge service, or membership program preferred).
• Strong interpersonal and communication skills (warm, empathetic, professional).
• Highly organized and detail-oriented; able to manage multiple patients and priorities at once.
• Comfortable with technology (EHR, CRM, scheduling, email/SMS systems).
• Patient-first mindset with the ability to balance empathy and accountability.
• Sales and Marketing experience preferred.

Essential Skills & Attributes

• Service with Heart – You go above and beyond to make people feel cared for.
• Own the Outcome – You take responsibility for ensuring the patient journey runs smoothly.
• Be the Calm – You bring a reassuring presence, even in stressful moments.
• Progress over Perfection – You act, iterate, and improve with each cycle.
• Collaboration – You partner seamlessly with clinical, operations, and marketing teams.

Success in this Role Looks Like (First 12 Months)

• 100% of new patients onboarded through standardized process by 2026.
• Patient satisfaction maintained at ≥85% (survey results).
• Monthly engagement touchpoints achieved for ≥90% of active members.
• Patient churn reduced by ≥10% from 2025 baseline.
• 20+ new members gained through referrals.

If you are a passionate Patient Experience Coordinator who thrives in a holistic, patient-centered environment and is eager to be part of the future of healthcare, please send your resume to alyson@tryretreat.com

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