What are the responsibilities and job description for the Consultation Coordinator & Surgery Scheduling Support position at Mays Plastic Surgery and Med Spa?
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discounts
- Free uniforms
- Health insurance
- Paid time off
- Vision insurance
Position Summary
The Consultation Coordinator & Surgery Scheduling Support role is responsible for managing incoming surgical consultation inquiries, responding to and nurturing online leads, and helping prospective surgical patients move efficiently through the consultation process. This position serves as an important first point of contact for patients interested in surgery and plays a key role in creating a professional, responsive, and high-touch patient experience.
In addition to managing consultations and leads, this position serves as a backup resource for the Surgery Scheduling team, providing coverage when primary surgery schedulers are out of the office, on vacation, or need additional support due to volume.
The ideal candidate is highly organized, personable, responsive, detail-oriented, and comfortable working in a fast-paced plastic surgery environment. Strong communication skills and the ability to confidently discuss the consultation and surgical process with prospective patients are essential.
Key Responsibilities
Surgical Consultation Coordination
- Answer and manage all incoming surgical consultation calls and inquiries.
- Respond promptly and professionally to prospective surgical patients.
- Gather appropriate patient information during initial consultation calls, including:
- Patient demographics
- Contact information
- Surgical procedure of interest
- Relevant medical and surgical history as appropriate
- Height and weight when required for surgical screening
- Previous consultations or procedures
- Determine the appropriate next step for each prospective patient based on established practice guidelines.
- Schedule surgical consultations and ensure all necessary information is documented.
- Communicate consultation expectations, required paperwork, deposits, and other applicable pre-consultation requirements.
- Follow up with patients who have inquired but have not yet scheduled.
- Maintain accurate and timely documentation in the practice’s systems.
- Ensure consultation leads are appropriately assigned and followed through.
Online Lead Management
- Monitor and respond to incoming online surgical leads.
- Follow up with website and other digital inquiries.
- Contact prospective patients who submit online consultation requests.
- Help convert qualified leads into scheduled consultations.
- Maintain consistent follow-up with leads according to established workflows.
- Document lead activity, communication, and outcomes.
- Identify opportunities to improve lead response time and consultation conversion.
Surgery Scheduling Support
- Serve as a backup for primary Surgery Schedulers.
- Provide scheduling coverage during vacations, PTO, illness, or other staff absences.
- Assist with surgical scheduling during periods of high volume.
- Become familiar with the practice’s surgical scheduling process, surgeon availability, operating room availability, and scheduling requirements.
- Assist with patient communication related to scheduling, pre-operative requirements, and surgery preparation.
- Help ensure patients do not experience delays when a primary scheduler is unavailable.
- Maintain continuity of communication and follow-up when taking over a scheduler’s patient list.
Patient Experience
- Provide a warm, professional, and personalized experience from the patient’s first interaction with the practice.
- Build trust and rapport with prospective surgical patients.
- Communicate confidently and accurately while remaining within established practice guidelines.
- Respond to patient questions or concerns and appropriately escalate clinical or complex questions to the appropriate team member.
- Protect patient privacy and maintain HIPAA compliance at all times.
- Represent the practice’s standards, professionalism, and luxury patient experience in every interaction.
Administrative Responsibilities
- Maintain accurate records and documentation.
- Keep patient and lead information current in the company EMR systems.
- Track outstanding follow-ups and ensure inquiries do not fall through the cracks.
- Communicate effectively with surgeons, surgery schedulers, nurses, front desk staff, and leadership.
- Participate in departmental meetings and training.
- Follow established SOPs, workflows, and communication standards.
- Assist with process improvement initiatives related to consultations, leads, and surgical scheduling.
Qualifications
- Previous experience in a medical office, plastic surgery, aesthetics, healthcare, hospitality, or a similar customer-facing environment preferred.
- Experience with surgical scheduling, patient coordination, or medical consultations is strongly preferred.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Ability to manage multiple leads, calls, follow-ups, and scheduling responsibilities simultaneously.
- Professional, polished, and personable demeanor.
- Comfortable discussing elective surgical procedures and the consultation process with prospective patients.
- Strong attention to detail.
- Ability to work independently while also functioning as part of a team.
- Ability to learn and follow detailed processes and SOPs.
- Proficiency with EMR and standard computer systems.
- Commitment to patient confidentiality and HIPAA requirements.