Patient Care Coordinator

POSITION: Patient Care Coordinator  

RESPONSIBLE TO: Practice Manager / Surgeon 

JOB SUMMARY: Counsels patients about cosmetic surgery, coordinates surgery scheduling, and collects and track surgery payments.

EDUCATIONAL REQUIREMENTS: 

• High school diploma required 
• College degree preferred  

QUALIFICATIONS AND EXPERIENCE: 

• Minimum of three years of experience in hospitality, retail, sales, or other customer service position 
• Experience in marketing, sales, or account management programs preferred 
• Comfortable using email, Microsoft Word and Excel and practice management software  
• 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 and team members 
• Strong written and oral communication skills, including a pleasant speaking voice and excellent phone skills 
• Ability to maintain the highest degree of professionalism at all times 

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 [this may be a nurse duty] 
• Reviews surgery schedule with a goal of using 85% of block time 
• Accompanies the surgeon while he/she is examining cosmetic patients, if a chaperone is needed 

Practice Enhancement & Marketing 

• 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 

BENEFITS:

• 401k
• Health Insurance