Patient Care Coordinator

Job Summary

Our growing plastic surgery practice is seeking an organized, energetic, sales-oriented individual to join our team. Responsibilities include counseling cosmetic patients on costs of surgery, coordinating surgery scheduling and information and answer post-operative questions and/or concerns. The ideal candidate has superb communication and multitasking skills, a positive attitude, and a strong work ethic.

As a PCC, your primary role is to be patient focused with a concierge level of engagement. This person will assist patients through the entire surgical experience including consulting with potential patients, reviewing concerns, obtaining payment for surgery, booking OR time and setting up associated

Job Responsibilities

Patient engagement

• Communicate with patients prior to appointments regarding their goals
• Appropriately discuss cosmetic consultations, cosmetic procedures and skin care services with prospective patients over the phone as well as in person
• Establish value of services and why fees for service are of good value
• Input patients into scheduling and EMR software
• Monitor and coordinate no show prevention program
• Monitor and track referral sources as well as conversion percentages
• Maintain schedule and cancellation list
• Sends information ahead of consult/appointment to patient
• Greet patients in a professional and engaging matter
• Introduce new patients to office and staff
• Return patient phone calls and e-mails
• Nurture the patient relationship to encourage patient retention
• Work with the practice team to ensure each patient receives the best care and service possible

Surgery Counseling and Scheduling

• Schedule patients for surgery
• Coordinate patient pre-operative paperwork, H&P, examinations, lab work and confirms written consents for procedures
• Schedules post-operative visits
• Ensures cosmetic fees are paid at least 2 weeks prior to surgery
• Ensures patient photos are placed in their chart
• May take photographs for the surgeon if requested
• Collect surgical deposits and post transactions
• Take part in patient consults and communicate information about recommended procedures
• Discuss treatment costs and payment options with patients
• Follow up with prospective patients who did not immediately schedule an appointment for treatment

Practice Enhancement & Marketing

• Support marketing initiatives that drive brand awareness and practice growth.
• Calculates the practice’s Conversion Percentage of inquiries to consultations and consultations to surgeries each month
• Ensures marketing information capture tools are understood and used by all staff, and that staff are trained properly in using marketing collateral
• Tracks patients who have had surgery, and who haven’t, and targets specific mailings (print or digital) about other services and the skin care program
• Maintains and updates the patient marketing materials, outlining information about the surgeon, skin care, and the entire practice
• Initiates and/or implements practice enhancement programs—tracks revenue and discusses progress with the surgeon/manager
• Maintains relationships with key referral sources
• Represent the practice at health fairs, makes presentations at women’ groups, and actively promotes practice services in the community
• Coordinates skin care promotions with the aesthetician
• Develop and monitor results of patient satisfaction surveys
• Coordinates events—arranges room, food, information to be distributed—then follows up with attendees on the phone or in writing
• Maintains before and after photo galleries—making suggestions to the surgeon about which patients to add
• Oversees and/or responds to requests from the practice Web site; checks and responds to email messages that come from the site within guidelines

Other

• Maintains proficiency with imaging software and Internet applications
• Maintains patient confidentiality by following the HIPAA Compliance Plan established by the practice; releases PHI in accordance with the practice's HIPAA Compliance Plan, attends regular HIPAA training, maintains data security by refusing to share computer and other passwords, and reports all identified and suspected HIPAA violations to the Privacy Officer
• Maintains the coding compliance standards set by the practice; understands the practice's Coding Compliance Plan, attends annual training, and reports all identified and suspected coding compliance violations to the Compliance Officer
• Attends ASPS, ASAPS training or other educational courses as requested and strives to further own knowledge by working with manager to find related training
• Meets with the surgeon monthly to discuss which patients did not book surgery and their reasons why, and review meaningful data
• Performs all other tasks requested by the surgeon or manager
• Disclaimer: This list is not exhaustive and may be changed at any time.

Typical Physical Demands

• Position requires prolonged sitting, some bending, stooping, and stretching. Good eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment is also required. Employee must have normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.

Qualifications and experience requirements

• 3-5 years of high end or luxury sales, sales management, customer service, hospitality or medical practice management experience
• 3-5 years medial device sales manager, senior level pharma sales rep, cosmetic surgery office manager, medspa owner or similar position experience also acceptable
• Experience in marketing or sales
• Comfortable using e-mail and interacting with applications
• Understanding efficiency, automation and patient flow in practice
• Positive attitude, shows initiative and willingness to adapt to change
• Excellent written and oral communication skills
• Professional appearance and communication
• Ability to discuss patient concerns and financial arrangements appropriately and comfortably
• Proven ability to handle upscale clientele
• Calling and emailing 30 patients a day so require organizational skills
• Type quickly and accurately
• Demonstrate record of successful task completion
• Excellent follow up and organizational skills

Education

• High school diploma or equivalent required
• Associates or bachelor’s degree highly preferred

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
To keep our patients and staff safe, we are implementing best practices within our office.

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Sales: 1 year (Preferred)

Work Location: One location