What are the responsibilities and job description for the Patient Care Coordinator position at The Plastics Clinic & Spa?
Position Overview
The Patient Care Coordinator plays a critical role in ensuring our patients receive the highest quality of care throughout their surgical journey. This position is responsible for patient education, procedure and surgery scheduling, care coordination, and supporting patients through their surgical preparations. The Patient Care Coordinator operates as a solo contributor at their location, working closely with the Lead Clinic Nurse and the physician to drive patient conversion and deliver an exceptional experience from first consultation through booked surgery. This role is an important bridge between the clinical team and the patient, and the standard of care and communication this person brings directly reflects the TPC brand.
Responsibilities
Pre-Consultations
The Patient Care Coordinator plays a critical role in ensuring our patients receive the highest quality of care throughout their surgical journey. This position is responsible for patient education, procedure and surgery scheduling, care coordination, and supporting patients through their surgical preparations. The Patient Care Coordinator operates as a solo contributor at their location, working closely with the Lead Clinic Nurse and the physician to drive patient conversion and deliver an exceptional experience from first consultation through booked surgery. This role is an important bridge between the clinical team and the patient, and the standard of care and communication this person brings directly reflects the TPC brand.
Responsibilities
Pre-Consultations
- Ensure comprehensive pre-consultations are conducted for all scheduled patients, including attentively listening to patient concerns and objectives, gathering documentation on prior surgeries and health issues, and determining patient eligibility for consultations in accordance with the pre-consultation protocol.
- Maintain a proactive approach to pre-consultation follow-up, ensuring all patients are fully prepared in advance of their appointments. The goal is to stay three months ahead of upcoming scheduled consultations.
- Conduct consultations for all scheduled patients under the physician’s guidance, listening attentively to understand patient goals and concerns.
- Provide confident patient education and deliver quotes for significant expenses clearly and professionally during the consultation process.
- Demonstrate a solid understanding of generating estimates and providing quotes during consultations, including for revisions and in-office procedures.
- Ensure the timely and accurate conversion of estimates into invoices.
- Handle all pre-operative tasks with the utmost discretion, maintaining patient privacy and dignity throughout.
- Confidently confirm procedures with patients, address pre-operative questions, and collect payments and prepare necessary paperwork for the clinical team.
- Complete surgery schedulers for all patients and submit them to the surgical center at least two weeks prior to the upcoming month.
- Proactively reach out to patients to schedule surgeries, following up via phone, text, and email to move consultations through to booked procedures.
- Adapt to last-minute scheduling changes and utilize practice management systems effectively to maintain an accurate and up-to-date schedule.
- Engage confidently and compassionately with all patients, supporting their education and addressing questions or concerns with care and professionalism.
- Listen attentively to understand and empathize with patients who may have concerns, frustrations, or feel unheard, ensuring every interaction reflects TPC’s commitment to trust and compassion.
- Maintain a relentless commitment to responsiveness, promptly addressing all messages on Symplast and Weave related to surgery booking, responding to emails, and returning patient calls in a timely manner.
- Proactively follow up with patients post-consultation to maintain momentum through the decision-making process and support conversion to booked procedures.
- Check in with patients following pre-operative appointments to ensure they feel prepared, informed, and confident heading into surgery.
- Serve as a clear and consistent communication link between patients, the Lead Clinic Nurse, and the physician at the location.
- Communicate ideas, patient concerns, and relevant updates to the Lead Clinic Nurse directly and proactively, prioritizing kindness, honesty, and transparency in all interactions.
- Partner with the Chief Branding Officer’s standards to ensure all patient-facing communication and consultation interactions align with TPC brand expectations and guest experience guidelines.
- Minimum of 2 years of experience in a patient care coordinator or similar patient-facing role.
- Demonstrated experience in medical office administration and patient scheduling.
- Comfortable and confident educating patients on surgical procedures and delivering quotes for significant expenses.
- Exceptional time management skills with the ability to manage a full patient pipeline independently.
- Strong written and verbal communication skills with a professional, compassionate demeanor.
- Proficiency in EMR and practice management systems, including Symplast and Weave preferred.
- Flexibility to respond to last-minute scheduling changes and shifting priorities.
- Non-judgmental outlook with experience serving a diverse patient population.
- Willingness to adhere to all TPC policies, procedures, and regulatory requirements.
- Outstanding customer service skills with a genuine commitment to the patient experience.
- Comprehensive medical, dental, and vision insurance
- Eligibility to participate in the 401k & 401k Roth plan with a company match
- Amazing spa perks like discounts to services, retail, and a Beauty Savings Account
- Competitive PTO, Paid Holiday, and other benefits
- Access to world-class professionals and teams where you can build your career and grow