Patient Success Coordinator

Description

Company Overview

Thrive Reconstructive Surgery is a leading reconstructive surgery practice dedicated to providing compassionate, comprehensive care for patients recovering from serious accidents, living with the effects of cancer, managing severe skin conditions, or facing other complex medical challenges that require innovative treatment. 

The practice offers a broad range of advanced reconstructive services from emergency and trauma reconstruction to specialized procedures for complex conditions like Hidradenitis Suppurativa, non-healing wounds, pilonidal disease, and breast reconstruction, restoring patients’ form and function with innovative surgical solutions. At the heart of Thrive’s mission is a commitment to efficient, personalized, and compassionate care for every patient.

Thrive’s surgeons, all highly skilled specialists, are known for their extensive expertise and exceptional success rates across a wide range of reconstructive procedures. They work in close collaboration with leading hospitals and referring physicians in the community, reflecting Thrive’s focus on teamwork and comprehensive care for even the most complex cases. This dedication to excellence and compassion not only defines the patient experience at Thrive Reconstructive Surgery, but also shapes its supportive, growth-oriented workplace culture, making a positive difference in the lives of patients and staff alike.

Founded by Dr. Max Pekarev, a board-certified reconstructive surgeon, in 2013, Thrive has grown from its Fort Worth roots to multiple locations across Texas and Kansas. With continued growth underway, we’re always looking for talented individuals to join our team.

Position Overview:

The Office Manager oversees daily operations to ensure efficiency, compliance, and a positive work environment. Key responsibilities include managing financial processes (accounts payable/receivable, payroll, and cash handling), serving as the HR liaison for staffing matters, and supervising staff. The role also handles physician credentialing, maintains EMR systems (Athena), leads team meetings, and fosters collaboration across offices and departments. Additional duties include implementing SOPs, overseeing IT systems, supporting business development initiatives, and promoting a strong office culture.

Working Conditions and Physical Requirements:

This role  typically works in a clinical or administrative office setting within a healthcare facility, such as a physician’s practice, clinic, or outpatient center. The role may require occasional evening or weekend hours to accommodate patient needs or address urgent operational matters. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Benefits:

• Competitive pay (commensurate with experience)
• Health insurance options
• Paid time off
• Ongoing training and support
• Opportunities for growth within a dynamic and expanding practice

Ready to join a team that’s making a difference in patients’ lives? Apply today to become a key part of Thrive Reconstructive Surgery.

Requirements

Responsibilities:

• Serve as the first point of contact for patient inquiries by phone and in HubSpot, assessing needs and directing patients to the appropriate physician, staff member, department, or care pathway.
• Convert, qualify, and nurture marketing-generated leads into booked consultations through timely follow-up, patient education, and effective communication.
• Track, organize, and update patient interactions and deal activity in HubSpot.
• Schedule consultations, follow-up appointments, and patient visits in Athena EMR while coordinating physician calendars to support accurate scheduling.
• Assist patients with insurance questions by verifying coverage and eligibility, identifying referral requirements, and initiating referrals before appointments or procedures.
• Verify and collect copayments and outstanding balances and enter patient information accurately at the time of service.
• Maintain accurate patient records and documentation, including uploading materials to the appropriate location in the EMR and processing medical records requests.
• Use Athena reporting to monitor the HS patient journey, identify gaps or drop-offs, and improve coordination across marketing, clinical, and front desk teams.
• Request and follow up on PCP referrals and obtain, enter, and maintain accurate insurance authorization information in Athena, including authorization numbers and visit limits.
• Follow billing department standard operating procedures.
• Check patients in and out efficiently and professionally, ensuring completion of intake forms and required consent documentation.
• Prepare FMLA, return-to-work, and return-to-school documentation for patients as needed.
• Retrieve and process incoming faxes and emails in a timely manner.
• Other duties as assigned.

Required Qualifications:

• High school diploma. May be substituted with relevant work experience. 
• 1- 3 years of experience in a medical office, scheduling, or patient-facing role.
• Strong knowledge of medical terminology and proficiency in EMR systems.
• Familiarity with FMLA documentation, HIPAA compliance and Athena best practices.
• Experience with a Customer Relationship Management (CRM) system, HubSpot preferred. 
• Ability to multitask, prioritize, take initiative and adapt in a fast-paced environment.
• Excellent communication, attention to detail and problem-solving skills.
• Commitment to patient privacy and confidentiality
• Proficient in Microsoft Office Suite and general office software.