About Wisconsin Institute of Functional Medicine
Wisconsin Institute of Functional Medicine (WIFM) helps patients get their lives back by finding and addressing the root cause—not just managing symptoms. We’re a boutique, high-touch practice with high standards: patients deserve to feel heard, guided, and cared for at every step. We’re building a team of professionals who communicate clearly, sweat the details, and take pride in doing what they say they’ll do—because trust is built in moments that look “small.”
Job Summary
If you’re known for calm confidence, thoughtful follow-through, and treating people with genuine care—not “processing” them—you’ll fit in here.
The New Patient Coordinator (NPC) is the bridge between “I’m searching for answers” and “I feel taken care of.” You’ll own the new-patient pipeline—responding quickly, guiding prospective patients with clarity and compassion, and turning inquiries into scheduled consultations and completing onboarding steps.
This role champions WIFM’s 5-star experience—warm, polished, and rooted in service and clarity. You’ll help each new patient feel seen, understood, and confident about what happens next, from first inquiry through onboarding. You’ll also keep promises, close loops, and follow through—because in a high-touch practice, details are the experience.
This role is for you if you…
- Lead with service and ownership. Notice what needs to be done and take initiative when it makes sense, instead of waiting for direction.
- Care about outcomes—patients, team, and results—not just getting through a task list.
- Communicate with warmth, clarity, and polish. You stay composed when things get busy.
- You’re a critical thinker and strive to remove friction, solve problems, and continually improve the patient’s journey.
- You’re someone others can rely on. You take pride in seeing things through—closing the loop, documenting clearly, and following up.
You’ll love this role if you enjoy meaningful conversations, high standards, and being part of a close-knit team where your follow-through truly matters. It’s a fast, focused day—and you’ll see your work translate into real people getting the care and answers they’ve been looking for.
Responsibilities
As the New Patient Coordinator, you’ll be responsible for the following core areas:
New Patient Lead Management
- Own all incoming new patient inquiries from first contact through scheduled consult.
- Respond promptly and professionally across phone, text, and email.
- Ensure every lead is tracked, followed up, and closed (scheduled, progressed, or not a match at this time).
Consultation Scheduling & Conversion
- Guide prospective patients through thoughtful, service-centered conversations.
- Convert qualified inquiries into scheduled new patient consultations.
- Set clear expectations around next steps, timelines, and the WIFM experience.
Pipeline Stewardship
- Actively manage the new patient pipeline from Lead → Consult → New Patient.
- Maintain accurate documentation, stages, and notes in the CRM/EHR.
- Identify stalled leads or friction points and take proactive action to resolve them.
New Patient Onboarding
- Support new patients with forms, portals, and preparation steps.
- Ensure patients arrive prepared, informed, and confident.
- Provide clear handoffs and next steps following the initial visit.
Communication & Team Coordination
- Collaborate closely with PSRs, providers, and the operations team.
- Communicate schedule needs, openings, and patient updates clearly and promptly.
- Escalate concerns early and communicate with professionalism and clarity.
Experience & Quality Standards
- Deliver a consistent 5‑star experience in every interaction.
- Uphold WIFM’s communication standards: warm, calm, confident, and polished.
- Treat details, follow-through, and promises as part of the patient experience.
Skills & Competencies
- Warm, polished, high-touch communication (phone, text, email).
- Active listening and the ability to build trust quickly.
- Clear explanation skills: able to simplify programs, pricing, and next steps without sounding “salesy”.
- Comfort using scripts or frameworks while staying natural and patient-centered.
- Strong time management and follow-up discipline (you close loops and keep promises).
- Ownership mentality—you treat the new patient pipeline like it’s yours.
- Naturally organized; enjoys routines, lists, and maintaining clean systems.
- Emotional intelligence, steady presence, and professional boundaries.
- Takes initiative, thinks ahead, and sees details as part of the patient experience.
Qualifications
This role is ideal for someone who thrives in a patient-centered environment, communicates with confidence and care, and takes pride in delivering a truly exceptional first impression.
3+ years in a role that required frequent phone/email/text communication with customers/patients (healthcare, wellness, concierge service, or customer success preferred).
Experience using a CRM to manage leads/follow-ups (e.g., HubSpot/HighLevel/ActiveCampaign or similar).
Comfort with scheduling platforms, EHR/EMR systems, and multitasking in a high-expectation environment.
Clear, compassionate written and verbal communication.
Professionalism, discretion, and emotional intelligence.
A collaborative spirit with a bias toward action (you escalate issues early and solve what you can).
Interest in functional medicine is a plus, but not required—curiosity and a growth mindset matter more.
Benefits
- Paid time off (PTO)
- 401(k) matching
- Health, Dental, and Vision Insurance
- Holiday Pay
- Perks and discounts on aesthetic and functional medicine services
Working Location
Work in a modern, welcoming office environment at the Wisconsin Institute of Functional Medicine, designed to foster teamwork and positivity. Our facilities include sit-to-stand desks, walking pads, and a holistic atmosphere to inspire productivity and health.
Application Process
We’re intentional about who we bring onto this team. To apply, please submit the items below (applications missing these pieces won’t be considered):
- A cover letter explaining why we should consider you for this position.
- An updated resume highlighting your relevant experience.
- Apply with the link below.
Equal Opportunity Employer
WIFM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other characteristic protected by law.