Patient Care Coordinator/TMS Technician-Los Angeles

Stella Mental Health is a leading provider of breakthrough mental health treatments for depression, PTSD, and anxiety. We utilize cutting-edge modalities, including ketamine infusions, intranasal esketamine (Spravato), transcranial magnetic stimulation (TMS), and Stellate Ganglion Block (SGB), to help our patients achieve lasting relief. We are a community of compassionate professionals who support our patients and each other throughout their healing journey.

About the Role

We are currently looking for a full-time Patient Care Coordinator for our Downtown Los Angeles clinic. You must live in the LA area. This is a dual-function role that combines front-office patient coordination with hands-on clinical support, including operating TMS equipment. Qualified candidates will possess exceptional customer service and listening skills, as this is the first point of contact for our patients. This position assists with scheduling appointments, maintaining accurate records, ensuring patient accounts are current and up to date, and delivering high-quality TMS treatments under provider supervision.

Essential Duties and Responsibilities

The essential duties and responsibilities include the following. Other duties may be assigned.

Patient Care Coordination

•       Provide patients with an exceptional care experience, ensuring a Net Promoter Score (NPS) greater than 80.

•       Coordinate and optimize clinic scheduling to maintain full and efficient appointment flow while meeting access standards.

•       Serve as the primary point of contact between patients, providers, and internal teams to ensure continuity of care.

•       Facilitate all stages of the patient care journey, including scheduling, documentation, billing coordination, and communication.

•       Manage patient inquiries promptly and compassionately across multiple channels (phone, email, voicemail, or portal).

•       Support accurate billing processes, collections, and accounts receivable activities in partnership with the billing team.

•       Participate in daily huddles and weekly meetings to ensure clear communication and workflow efficiency.

•       Track and act on patient feedback and Net Promoter data to enhance service delivery.

•       Identify process improvements and share actionable recommendations to improve clinic operations.

•       Uphold confidentiality and patient rights in all interactions, maintaining compliance with HIPAA and organizational standards.

TMS Clinical Support

•       Conduct TMS treatment sessions and assist with Spravato treatments under provider direction, documenting all sessions accurately in the EMR.

•       Educate patients on the TMS process, ensuring they feel comfortable, informed, and supported throughout their treatment journey.

•       Supervise patients' health conditions during treatment sessions and report clinical progress to the relevant providers.

•       Complete and sign all patient treatment notes within 48 hours of service in accordance with established policies.

•       Ensure compliance with patient questionnaires and proactively communicate patient needs to the treatment team.

•       Maintain a professional, empathetic presence that helps patients look forward to their treatment sessions.

Front Office Duties

•       Provide a warm welcome to patients and visitors in person and by telephone; answer or refer inquiries.

•       Maintain patient accounts by obtaining, recording, and updating personal and financial information.

•       Optimize patient satisfaction, provider time, and treatment room utilization by scheduling appointments efficiently.

•       Keep patient appointments on schedule by notifying providers of patient arriv