Patient Coordinator and CRM Manager

Job Summary

Responsible for the training of the Patient Coordinator Staff, new and existing. Will be responsible for ensuring each staff member in the department is well versed on the phone, proficiently triages calls, booking appointments properly, taking deposits, and assisting in training and implementing all new booking protocols. Responsible for the consistency and customer service of the staff. In addition, this role manages the CRM system, oversees the AI Receptionist platform, and supports other client support projects and initiatives as assigned.

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Key Responsibilities

• Answer incoming phone calls, assisting patients, as needed, and escalating appropriate calls to Location Managers or Admin.
• Monitor calls and check analytics for all Patient Care Coordinators ("PCC") to ensure they are online on a regular basis. Consistently check PCCs' missed call logs and report the weekly missed call history to management. Provide training advice, tips, and direction to staff members, as needed.
• Manage the Red Spot Interactive Customer Relationship Management (CRM) system, ensuring data accuracy, proper documentation of patient/client interactions, and generating reports for management. Independently send SMS drip campaigns and manage the inbox to keep it active and responsive. Keep messaging snippets and templates current, and ensure all texting practices comply with marketing regulations. Pivot outreach strategy in real time when the schedule is slow, identifying and executing solutions to fill open appointment slots. Work closely with Marketing and directly with Location Managers to coordinate client outreach.
• Oversee and manage the AI Receptionist platform, monitoring call handling performance, refining scripts and call flows, and troubleshooting issues as they arise.
• Provide ongoing, in-depth training on customer service and how to convert and upsell to patients while on calls, based on monitoring calls/KPIs on a monthly basis.
• Communicate monthly KPI summary to PCCs and management of what was discussed at the monthly check-in meetings (i.e. things they can improve, training administered, missed calls for the month, how they are doing overall, etc.).
• Utilize a combination of in-person and virtual training to train all staff members on how to use Nextech, Red Spot Interactive, basic customer service, and booking of appointments using Nextech.
• Support additional client support projects and initiatives as assigned, which may evolve over time based on business needs.
• Perform other duties, as assigned.

Minimum Requirements

• Education: Associate's Degree, or equivalent experience
• Experience: 2+ years of customer service experience and at least 1 year supervisory and/or mentorship experience
• Physical: Be able to travel to train; sitting for extended periods of time while working

Skills / Abilities:

• Proficient with Microsoft Office tools (Word, Excel, Powerpoint) and Google Suites
• Knowledge of how to interact with and utilize Nextech POS Software
• Experience with or ability to learn CRM platforms, and AI-powered receptionist/communication tools
• Knowledge of general sales tactics and principles
• Outstanding customer service and communication skills
• Strong written and oral communication skills
• Exceptional time management and organization skills
• Skilled in handling difficult situations through quick problem solving and exceptional customer service skills
• Ability to effectively lead, support, mentor, and train others
• Ability to travel to locations, as needed, to provide training and support
• Ability to communicate and report on Patient Coordinator employees updates, training, reports in an organized manner to management

Preferred Qualifications

• Education: Bachelor's Degree (+)
• Experience: Previous experience in a Medspa or medical office
• Physical: Be able to travel to train, sitting for extended periods of time while working.

Compensation is market-competitive and will be based on experience. Benefits include vacation, healthcare, vision, dental, 401k, performance-based incentives, parental leave, and discounts on skincare products and services. Opportunity for hybrid working arrangement.

We're building an inclusive work environment where we challenge each other to be our best and achieve extraordinary results. We welcome people of all backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a great place to work. xhyhwjd Come join our team at The Skin Center.