Patient Experience Representative

Position Summary

SEREN Cosmetic Dermatology is looking for a Full-Time Patient Experience Representative to join our team.

The primary responsibility of this position is to answer and manage patient calls while providing warm, professional, and efficient service. This role will also assist with text messages, online appointment requests, appointment scheduling, and patient follow-up.

As one of the main points of contact with SEREN, this position plays an important role in creating an exceptional patient experience and representing the service standards of our practice.

Responsibilities

• Answer patient calls, text messages, and online appointment requests in a friendly, professional, and efficient manner.
• Follow up on missed calls, messages, and pending patient requests.
• Schedule, confirm, cancel, and reschedule appointments according to established protocols and availability.
• Provide information about general and cosmetic dermatology services, providers, schedules, appointment requirements, deposits, and policies.
• Identify patient needs and direct them to the appropriate service, provider, or team member.
• Identify opportunities to schedule appointments when patients express interest in a service or treatment.
• Maintain up-to-date knowledge of SEREN’s services, treatments, providers, schedules, promotions, policies, and processes.
• Properly document patient communications and follow-up in the appropriate systems.
• Work closely with Front Desk, providers, and the Practice Administrator to address patient needs.
• Escalate clinical questions, sensitive situations, or matters outside the scope of the position when appropriate.
• Maintain patient confidentiality and follow all applicable privacy and security policies.
• Assist patients with questions about skincare brands and products available at SEREN.
• Support other patient service and communication responsibilities as needed.

Qualifications

• Minimum of 1 year of experience in customer service, patient services, reception, or a similar role.
• Experience in hospitality, aesthetics, healthcare, or another service-focused environment is preferred.
• Must be fully bilingual in Spanish and English, both verbally and in writing. This is a requirement for the position.
• Excellent communication, interpersonal, spelling, and writing skills.
• Strong customer service skills and a genuine interest in providing an exceptional patient experience.
• Comfortable with technology and able to quickly learn and work with multiple systems and platforms.
• Strong organizational skills, attention to detail, and ability to manage multiple tasks and priorities.
• Ability to work independently, remain productive in a remote environment, and follow established protocols and processes.
• Associate’s or Bachelor’s degree in Business Administration, Communications, Office Administration, or a related field is preferred but not required.

Work Arrangement

• Full-time, primarily remote position.
• Candidates must currently reside in Puerto Rico.
• While this position is primarily remote, availability to work in person at our office on certain days is required based on the needs of the practice.
• As part of the onboarding and initial training process, the selected candidate will be required to attend in-person training at our office on select days.
• The candidate must have a private and appropriate workspace, reliable internet connection, and availability during scheduled working hours.

Who We Are Looking For

We are looking for someone who is proactive, responsible, organized, comfortable with technology, and genuinely enjoys helping people. The ideal candidate takes initiative, follows through, communicates well, and makes every patient feel heard, welcomed, and well taken care of.

If you are passionate about providing exceptional service and would like to be part of SEREN Cosmetic Dermatology, we encourage you to apply.

SEREN Cosmetic Dermatology is an Equal Opportunity Employer.

Pay: $11.00 - $12.00 per hour

Application Question(s):

• Are you fully bilingual in Spanish and English, both verbally and in writing?
• Do you have at least 1 year of experience in customer service, patient services, reception, hospitality, healthcare, or a similar service-focused role?
• Please respond to the following patient message in English as if you were a Patient Experience Representative at SEREN Cosmetic Dermatology:

“Hi! I’m interested in scheduling a cosmetic consultation. Can you please tell me how I can make an appointment and if there is a deposit required?”

Please write a brief and professional response as you would send it to the patient.

Language:

• English (Required)

Work Location: Hybrid remote in San Juan, PR 00918