Patient Care Coordinator

POSITION: Patient Care Coordinator

RESPONSIBLE TO:  Practice Manager / Surgeon

JOB SUMMARY: Counsels patients about cosmetic surgery, coordinates surgery scheduling, and collects and track surgery payments.

EDUCATIONAL REQUIREMENTS:

• High school diploma required
• College degree preferred

QUALIFICATIONS AND EXPERIENCE:

• Minimum of three years of experience in hospitality, retail, sales, or other customer service position
• Experience in marketing, sales, or account management programs preferred
• Comfortable using email, Microsoft Word and Excel and practice management software
• Proven experience with proactive customer service and service recovery
• Strong attention to detail and superior organizational skills
• Ability to multitask under pressure and be highly responsive to patients and team members
• Strong written and oral communication skills, including a pleasant speaking voice and excellent phone skills
• Ability to maintain the highest degree of professionalism at all times

Responsibilities include, but are not limited to:

Leads

• Oversees and/or responds to requests from the practice website
• Appropriately discusses cosmetic consultations, cosmetic procedures and skin care services with prospective patients over the phone and encourages them to schedule an appointment
• Credentials the providers and establishes the value of services
• Tracks all leads and how they heard about the practice
• Schedules patients in the computer system and enters required demographics
• Keeps a cancellation list and calls patients if their appointment can be rescheduled to an earlier time
• Follows up with leads who haven’t scheduled at least three times

Surgery Counseling, Scheduling, and Follow Up

• Greets cosmetic patients
• May participate in the consultation with the surgeon
• Shows patients before-and-after photos, displaying possible results of surgery; answers questions and shows education videos of specific procedures
• Discusses fees and financial policies with cosmetic patients and provides a printed quote for surgery
• Follows up with qualified patients at least three times after the consultation if they haven’t scheduled surgery
• Schedules surgeries – coordinates patient pre-operative paperwork, H&P, examinations, and lab work, and confirms written consent for procedures
• Collects surgical scheduling deposits and posts transactions into the computer system
• Ensures that cosmetic surgery balances are paid prior to surgery, according to office protocol
• May take photographs for the surgeon and upload to the patient’s chart [this may be a nurse duty]
• Reviews surgery schedule with a goal of using 85% of block time
• Accompanies the surgeon while he/she is examining cosmetic patients, if a chaperone is needed

Practice Enhancement & Marketing

• Ensures all information about cosmetic patients is entered into the computer system accurately and generates monthly reports and summaries for meaningful review
• Calculates the practice’s conversion rate 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
• Maintains and updates the patient marketing materials, outlining information about the surgeon, skin care, and the entire practice
• Maintains relationships with key referral sources
• Represents the practice at events and actively promotes practice services in the community
• Coordinates skin care promotions with the aesthetician
• Monitors 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

Other

• Maintains proficiency with imaging software, electronic health record, and other relevant 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, and reports all identified and suspected HIPAA violations to the Privacy Officer
• Attends educational courses as requested
• Meets with the surgeon at least monthly to discuss which patients did not book surgery and their reasons why
• Performs all other tasks requested by the surgeon or manager

BENEFITS:

• 401k
• Health Insurance