Clinic Operations Coordinator

Position Title: Clinic Operations Coordinator

Company: NPOC Wellness & Hydration
Location: 1800 N Charles Street, Suite 810, Baltimore, MD 21201 (100% In-Person)
Employment Type: Full-Time (40 hours/week, Monday–Friday & occasional Saturday events)
Compensation: $22–$30/hour (based on experience)
Reports To: Ike Obiora, Co-CEO (Operations) and Kelvinda Kamara, CRNP (CEO/Medical Director, Clinical Coordination)
Works Closely With: FNP Clinical Provider, Nursing Staff, Digital Growth Team

About NPOC Wellness & Hydration

NPOC Wellness & Hydration is a premier membership-based wellness clinic in Baltimore offering GLP-1 weight management, IV hydration therapy, peptide optimization, Botox, and aesthetic services. We deliver evidence-based, concierge-level care to busy professionals and executives who expect a premium experience from the moment they walk through our door.

Position Summary

We are hiring a full-time Clinic Operations Coordinator to run the day-to-day operations of our Baltimore location. You are the person who keeps the clinic running smoothly, supplies are stocked before they run out, nurses know their schedules a week in advance, clients are greeted like VIPs, payments are collected without friction, and when someone calls in sick, you already have a backup lined up.

This role requires hands-on medspa, wellness clinic, or aesthetic practice experience.

You need to understand clinical supply chains, nurse workflows, and premium client expectations from Day 1.

(This is not a passive front desk role. We need someone who owns the operations of this clinic and makes sure nothing falls through the cracks.)

Core Responsibilities

Client Experience & Relationship Building (30% of Role)

Greet every client by name within 30 seconds of arrival, you are the first and last impression
- Walk first-time clients through the experience: tour, what to expect, consent process, comfort
- Check in clients on tablet (PracticeQ), verify intake forms are complete
- Process all payments via Stripe terminal (credit card, HSA/FSA, Affirm, Klarna)
- Book the next appointment before the client leaves (target: 80%+ rebook rate)
- Recommend memberships and wellness packages based on client goals, natural guidance, not hard sell
- Request Google reviews from every satisfied client (target: 8+ reviews/month)
- Follow up with no-shows and cancellations same day, within 2 hours of missed appointment
- Remember client preferences (preferred room, nurse, add-ons, temperature) and build a client preference log
- Answer incoming calls (410-246-4768) within 3 rings during business hours
- Handle walk-in inquiries with warmth and professionalism, every person leaves with a next step

Clinic Operations & Supply Management (25% of Role)

- Execute daily opening and closing checklists: rooms inspected, supplies verified, reception ready, alarms set
- Maintain inventory tracking system with reorder triggers at 20% remaining stock
- Place supply orders with approved vendors (IV bags, additives, needles, gloves, office supplies, branded swag)
- Track supply costs and maintain vendor comparison sheet, flag price increases
- Manage vendor relationships: negotiate terms, track deliveries, handle returns
- Treatment room turnover between clients: clean, restock, reset in under 10 minutes
- Ensure clinical waste disposal complies with OSHA and state regulations (sharps, biohazard)
- Maintain reception area to premium standard: clean, branded, organized at all times

Nurse Scheduling & Staff Coverage (20% of Role)

- Collect weekly availability from all PRN nurses by Wednesday for the following week
- Build and publish weekly nurse schedule by Thursday end of day
- Ensure minimum coverage: at least 1 nurse + FNP on every clinic day, zero uncovered shifts
- Manage call-outs: contact backup nurses within 30 minutes of notification
- Coordinate FNP schedule with Kelvinda for PTO and event coverage, 2 weeks advance planning
- Track nurse hours for payroll submission (bi-monthly, by the 13th and 28th)
- Align nurse scheduling with patient bookings, high-volume days need more coverage

HR Support & Staff Bench Building (15% of Role)

- Maintain active PRN nurse bench: minimum 5 nurses who can be called within 24 hours
- Coordinate with HR on nurse recruiting pipeline, share what skills are missing, what shifts need filling
- Conduct on-site onboarding for new clinical staff: clinic tour, room setup training, supply locations, emergency protocols
- Observe new nurse performance during first 2 weeks and flag concerns to Medical Director
- Track all nurse credential expirations (licenses, CPR, malpractice), flag 60 days before expiry
- Maintain staff contact list with credential dates and availability preferences
- Handle day-to-day staff issues: mediate minor conflicts, address tardiness, document incidents
- Network at local nursing events and medspa groups to build referral pipeline for PRN talent

Events & Community Presence (10% of Role)

- Work registration and check-in table at all NPOC events (Elevate, chamber activations, wellness events)
- Collect contact information from every prospect at events
- Assist with event setup and breakdown
- Represent the NPOC Wellness brand professionally: know services, pricing, membership options cold

What This Role Is NOT

- NOT a passive front desk job, you run the clinic operations, not just sit at a desk
- NOT remote or hybrid, 100% in-person at our Baltimore location, 5 days/week
- NOT a management or strategy role, you execute systems, manage the floor, and keep things running
- NOT clinical, you do not provide medical advice, administer treatments, or make clinical decisions
- NOT a role where you wait for instructions, you see what needs to happen and you do it

Required Qualifications

2+ years of experience in a medspa, wellness clinic, aesthetic practice, or similar clinical environment** in an operations, front desk lead, office manager, or patient coordinator capacity
- Hands-on supply management experience: ordering clinical supplies, tracking inventory, managing vendor relationships, understanding lead times and reorder points
- Staff scheduling experience: has managed shift schedules for nurses, aestheticians, or clinical staff; comfortable handling call-outs and maintaining coverage
- Client relationship skills:** builds real relationships, remembers names and preferences, turns first-timers into repeat clients
- Payment processing experience: comfortable with POS systems, credit card terminals, HSA/FSA transactions, and membership billing
- HR awareness:has participated in hiring, onboarding, or staff oversight; comfortable tracking credentials and flagging issues
- Tech comfort: Can learn PracticeQ (scheduling), Stripe (payments), monday.com (task management), and Google Workspace within 1 week
- Professional presence: represents a premium wellness brand, well-spoken, confident with high-income clientele
- Must live within 30-minute commute of Baltimore clinic
- Must be available full-time Monday–Friday, plus monthly Saturday events

Preferred Qualifications

- Experience in a membership-based or concierge healthcare/wellness setting
- Bilingual (Spanish, French, or other) for Baltimore market diversity
- Familiarity with clinical scheduling software (PracticeQ, Jane, IntakeQ, or similar)
- Experience with Stripe, Square, or similar payment platforms
- Background in event coordination or community health outreach

Benefits & Perks

- Health insurance: 50% employer contribution after 90 days
- 10 days PTO annually + 6 paid holidays
- 50% off all IV therapy, vitamin injections, and wellness services
- Free monthly IV session after 90 days
- Access to wellness product samples
- Clear growth path to Clinic Operations Manager ($55K–$65K) as the business scales
- Work in a premium, modern wellness environment, not a hospital, not urgent care

Schedule

- Monday–Friday: 8:30 AM – 5:30 PM
- Approximately 1 Saturday per month for events (Elevate, chamber activations, community health events)

How to Apply

If you have medspa or wellness clinic experience and want to be the operational heartbeat of a growing premium practice, we want to hear from you. Apply through this posting or email your resume to [email protected] with the subject line "Clinic Ops Coordinator."

NPOC Wellness & Hydration
www.npocwellness.com
410-246-4768
1800 N Charles Street, Suite 810, Baltimore, MD 21201