What are the responsibilities and job description for the Patient Coordinator position at ENSO Plastic Surgery?
The Patient Coordinator serves as the central liaison between patients and the practice, ensuring a smooth, supportive, and informative experience throughout the surgical journey. This office-based position is responsible for coordinating consultations, preoperative and postoperative logistics, financial guidance, and ongoing communication, including after-hours support. The ideal candidate is empathetic, organized, and proactive, with exceptional communication and customer service skills.
Essential Duties and Responsibilities:
Patient Communication & Scheduling
- Serve as the main contact for patients via phone, email, patient portal, and in person.
- Schedule consultations, surgeries, pre-op appointments, follow-ups, and telehealth visits.
- Communicate appointment updates, delays, and instructions in a timely, professional manner.
Consultation & Patient Support
- Guide patients through procedure options and expectations.
- Ensure all intake forms and documentation are complete prior to consultations.
- Provide a welcoming, informative, and supportive experience.
Pre-Operative Coordination
- Provide pre-surgical instructions and educational materials.
- Coordinate required labs, imaging, and medical clearances.
- Ensure all consents, forms, and documentation are completed.
- Monitor pre-op requirements and communicate readiness with patients and providers.
Financial Coordination
- Present surgical pricing, financing options, and payment plans.
- Prepare accurate quotes and maintain billing documentation.
- Assist with insurance-related questions when applicable.
- Coordinate payment collection and follow up on outstanding balances.
Post-Operative Care
- Conduct recovery and satisfaction follow-up calls.
- Coordinate post-operative appointments.
- Communicate patient concerns to the clinical team and escalate issues as needed.
After-Hours Support
- Participate in after-hours patient communication.
- Triage non-emergent concerns and route appropriately.
- Coordinate urgent communication with on-call providers.
- Document all after-hours interactions in the EHR.
Documentation & Care Coordination
- Maintain accurate patient records and communication logs.
- Relay clinical updates, provider instructions, and patient needs to appropriate team members.
- Coordinate care activities across providers and departments.
Patient Experience
- Educate patients on procedures, recovery, and expectations.
- Provide compassionate support throughout the patient journey.
- Resolve concerns professionally and promptly.
- Maintain a polished, professional appearance and contribute to a welcoming office environment.
Qualifications
Required
- High School Diploma or equivalent.
- 1-2 years of experience in a medical office, aesthetic practice, or patient-facing healthcare role.
- Strong communication, customer service, organizational, and multitasking skills.
- Proficiency in Microsoft Office Suite.
Preferred
- Associate's or Bachelor's degree in Healthcare, Business, Communications, or a related field.
- Experience with plastic surgery, aesthetics, skincare, or cosmetic procedures.
- Consultative sales or patient conversion experience.
- Knowledge of medical billing and insurance processes.
- Social media experience.
- Bilingual English/Spanish.
Our Benefits Include:
- 401(k)
- Life insurance
- PTO and Paid Holidays
- Medical, Dental, & Vision Insurance
- Employee discounts on services and products
Position Details
Job Type: Full-Time
Compensation: Salary Commission
Supervisory Responsibilities: None
Why Join Us?
This role offers the opportunity to make a meaningful impact on patients' lives while working in a high-touch, patient-centered plastic surgery environment focused on exceptional care and outcomes.