Patient Care Coordinator

Position: Patient Care Coordinator

Responsible To: Surgeon

Job Summary: The Patient Care Coordinator plays a vital role in creating an exceptional patient experience. This position guides patients from their initial inquiry through consultation and surgery, providing education and personalized support every step of the way. Responsibilities include counseling patients on cosmetic procedures, coordinating surgical schedules, managing follow-up communication, and overseeing payment collection and tracking with professionalism and care.

What We’re Looking For

• Exceptional organizational skills and attention to detail
• Warm, professional, and engaging demeanor
• Ability to multitask and excel in a fast-paced setting
• Genuine interest in plastic surgery, aesthetics, beauty, and wellness
• Comfort with electronic medical record (EMR) systems

EDUCATIONAL REQUIREMENTS:

· High school diploma required

· College degree preferred

QUALIFICATIONS AND EXPERIENCE:

· Minimum of three years of experience in a hospitality, retail, medical office, or other customer service position

· Experience in marketing, luxury sales, or account management programs preferred

· Comfortable using email, Microsoft Word and Excel and practice management software

· Proficient navigating social media and interacting with Internet applications

· 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

· Strong written and oral communication skills, including a pleasant speaking voice and excellent phone skills

· Empathetic and compassionate with a genuine willingness to help others and passionate about aesthetics

· Ability to always maintain the highest degree of professionalism

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

· Reviews surgery schedule with a goal of using 85% of block time. Accompanies the surgeon while she is examining cosmetic patients, if an assistant is needed

· 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

Practice Enhancement & Marketing

· Helps to support day-to-day administrative operations, such as assisting at the front desk, and ensuring smooth communication throughout the practice.

· 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

Disclaimer: This list is not exhaustive and may be changed at any time.

Access to PHI (Protected Health Information)

This position has the authority to access all PHI, although the nature of the job does not usually require daily access to it. The nature of this position's access to PHI may require review of computerized schedules, computerized medical records, computerized and paper-based billing and reimbursement data, patient referral forms, lab results, tests, and encounter form data to analyze information, resolve a patient's unpaid claim or bill, or address another managerial or administrative issue.

Supervisory Responsibilities

This position does not have any supervisory responsibilities

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.

Typical Working Conditions

Normal office environment. Occasional evening or weekend work.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Health insurance

Work Location: In person

Salary : $55,000 - $65,000