Description

Position Overview/Description: 
The medSPA Patient Care Coordinator performs a full spectrum of duties designed to provide patients with a high-quality experience by displaying an in-depth knowledge of medSPA services and ensuring exceptional customer service. This position plays a critical role within the patient journey and contributes to the growth of medSPA by milk honey. 

Key Responsibilities Deliverables: 

Patient and Provider 

• Provide excellent customer service to all patients while effectively managing in location patient flow, scheduling and confirming medSPA appointments, assisting the Managing Medical Provider, and being the point of contact for any medSPA patients. Assist FD with check in and check out, if needed.
• Confirm all medSPA online booking requests for accuracy and abide by medSPA scheduling protocols to ensure efficient utilization is met for our medical providers, adjust accordingly.
• Explore strategies to optimize the schedules of our medical providers and identify opportunities for double booking to drive revenue.
• Serve as the ‘face of medSPA’ for our patients, addressing inquiries, answering questions, providing support and information regarding m h medSPA services. 
• Call and confirm all medSPA appointments. Provide any necessary information, obtain patient goals/pre-consultation notes for the medical provider, discuss pre/post care, appointment expectations, and offer general location specific information. 
• Build and maintain strong patient relationships to enhance overall experience.
• Be the ‘right hand’ to our Managing Medical Provider. Work closely with our medical providers to gain a thorough understanding of their day-to-day operations, best practices for medSPA, reviewing and adjusting treatment times if needed, etc.
• Review patient charts with our Managing Medical Provider at the start of each day prior to service for a streamlined and elevated patient experience.
• Responsible for rooming all patients from the lounge. Prep patients prior to their treatments as needed, discuss pre and post care instructions (i.e.: take before/after photos and apply numbing cream)
• Manage patient flow, monitor wait times and keep track of the Managing Medical Provider.
• Meet with all new/established patient consultations. Collaborate with our medical providers to fully understand our patients needs and quote appropriately based on their individualized assessment and treatment plan. Ensure there is always a cohesive and coordinated approach to each patient.
• Prepare and present financial quotes, find ways to connect with our patients unique needs to discuss treatment options and help guide our patients through their decision making process. 
• Utilize consultative selling techniques and educate our patients on products, rewards memberships, promotions, financing opportunities and vendor programs such as Alle Aspire to confidentiality and successfully sell treatments. 
• Ultimately drive consultations, rebooking rate, and milk money membership sign-ups.
• Follow up with patients post-treatment and/or consultation to ensure satisfaction and address any questions or concerns. Loop in medical provider if needed.
• Lead guest outreach strategy for consultations and re-booking; make up to 10-20 outbound calls per day.
• Understand and follow emergency protocols and comply with all medSPA policies and procedures, ensuring the highest standards of guest safety and confidentiality are met.
• Lead management - follow up with prospective patients to convert inquiries to consultations that we receive from outside marketing efforts.

Administrative 

• Manage all patient records, ensuring all forms are accurately completed by both the patient and the provider. 
• Coordinate paperwork and documentation related to patient consultations and treatment appointments. Ensure Health History Exams are up to date.
• Record accurate detailed notes for all patients, intake forms, and consent forms in a HIPAA/Privacy compliant manner.
• Assist in before and after photos, create content and obtain patient consent for marketing purposes. 
• Inventory Management - maintain accurate inventory records of supplies consumables. Partner with GM to monitor stock levels and order supplies as needed. 
• AM/PM Neurotoxin and Dermal Filler counts 
• Verify accuracy of invoices and manage daily and monthly goal tracking
• Follow all HIPAA and OSHA guidelines.

Team Education

• Serve as the ‘Face of medSPA’ in location, the main point of contact for medSPA specific inquiries for reservations and concierge teams.
• Train and coach reservations and front desk teams on all medSPA services, offerings and scheduling procedures - develop process and verbiage to help them be able to schedule appointments and assist guests without additional help.
• Gather feedback and identify areas for improvement.
• Attend and participate in daily AM/PM huddles to share any medSPA related updates or information. 

Qualifications

Qualifications:

• Passionate about the Medical Aesthetic Industry. Knowledge of medical spa treatments and procedures preferred.

• Previous experience in a high-end sales or patient care coordinator role, preferably within a medical spa environment.

• Demonstrate empathy, compassion, and friendliness in every interaction.

• Excellent communication and interpersonal skills.

• Strong organizational, multi-tasking abilities while keeping attention to detail.

• Proficient in using scheduling EMR and customer relationship management (CRM) software.