WFH Operations & Client Success Coordinator (Healthcare Administration)

Client Overview

This role is ideal for someone who enjoys improving workflows, delivering excellent customer service, and helping a growing business operate more efficiently.

Job Description

You will manage client onboarding, coordinate therapist scheduling, maintain accurate records, support recruitment efforts, oversee billing follow-ups, monitor business performance metrics, and identify opportunities to improve systems and profitability.

The ideal candidate is detail-oriented, analytical, customer-focused, and passionate about creating efficient processes that support both clients and internal operations.

• Monday to Friday, 9:00 AM – 6:00 PM Pacific Time with an hour unpaid break

Key Responsibilities

• Serve as the primary point of contact for prospective and current families via phone, email, website inquiries, and voicemail.
• Provide warm, professional, and responsive customer service.
• Guide new families through the onboarding process by sending intake paperwork and ensuring all required documentation is completed.
• Follow up with prospective families who have not responded within three business days.
• Check in with new families after their first week to ensure a positive experience and address any questions or concerns.
• Track client referrals and monitor referral-to-enrollment conversion rates.
• Oversee the client onboarding process from initial inquiry through enrollment.
• Reactivate previous clients when appropriate.

• Coordinate therapy session scheduling by matching therapist availability with student needs.
• Maintain and update provider calendars.
• Develop, document, and improve internal workflows to increase operational efficiency and consistency.
• Maintain accurate client records and ensure all documentation is complete.
• Support general administrative tasks to ensure smooth daily operations.
• Monitor client anniversaries and coordinate periodic account reviews with the CEO.
• Recommend operational improvements that enhance efficiency, client satisfaction, and profitability.

• Review applicants through referral platforms such as Indeed and LinkedIn.
• Screen resumes and identify qualified candidates for CEO interviews.

• Oversee client invoicing and notify the CEO of associate payment amounts for processing.
• Monitor outstanding balances and assist with collections.
• Collect unpaid invoices.
• Identify areas where the business may be losing revenue.
• Assist with developing departmental budgets, including social media, community outreach, materials, and professional development.

• Track and report key business performance indicators (KPIs), including:
• Referral-to-enrollment conversion rate
• Client retention rate
• Provider-to-student match success rate
• Gross margin
• Close rate
• Revenue
• Profitability
• Return on Investment (ROI)
• Collect and analyze business data to identify trends and opportunities for growth.
• Ensure operational processes run efficiently across all departments.

• Previous experience in operations coordination, client success, healthcare administration, executive assistance, or a similar administrative role.
• Excellent verbal and written English communication skills.
• Strong organizational and time management skills with exceptional attention to detail.
• Experience managing calendars, scheduling, and client communications.
• Comfortable handling billing follow-ups, invoicing, and collections.
• Strong analytical skills with experience tracking KPIs and preparing reports.
• Experience documenting and improving business processes is highly preferred.
• Proficient with Google Workspace, Microsoft Office, and CRM or practice management systems.
• Ability to work independently, prioritize tasks, and manage multiple responsibilities in a fast-paced environment.

• Permanent Work from Home
• Immediate Hiring
• Health Insurance Coverage for eligible Locations

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.