Patient Care Coordinator

POSITION: Patient Care Coordinator RESPONSIBLE TO: Practice Manager / Surgeon JOB SUMMARY: Counsels patients about cosmetic surgery,coordinatessurgery scheduling,andcollects and track surgerypayments. EDUCATIONAL REQUIREMENTS: High school diplomarequired Collegedegree preferred QUALIFICATIONS AND EXPERIENCE: Minimum of threeyearsofexperience inhospitality, retail,sales, or other customer serviceposition 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 tomaintainthehighest 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, cosmeticproceduresand skin care services with prospective patients over the phoneandencourages them to schedule an appointment Credentials the providers andestablishesthevalue 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 listand calls patients if their appointment can be rescheduled to an earlier time Follows up with leads whohaven’tscheduledat least three times Surgery Counseling, Scheduling, and Follow Up Greets cosmetic patients Mayparticipatein the consultation with the surgeon Showspatientsbefore-and-after photos, displayingpossible resultsof surgery; answers questions and shows education videos of specific procedures Discusses fees and financial policies with cosmetic patientsand provides a printed quote for surgery Follows up with qualified patients at least three times after the consultation if theyhaven’tscheduled 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 cosmeticsurgerybalances are paid prior to surgery, according to office protocol May take photographs for the surgeonand 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 cosmeticpatients, ifa chaperone is needed Practice Enhancement & Marketing Ensures all information about cosmetic patients is entered intothecomputer system accuratelyandgenerates monthly reports and summaries for meaningful review Calculates the practice’sconversion rateof 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 Representsthe practice atevents and activelypromotes 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 Maintainsproficiencywith imaging software, electronic health record, andother relevant internet applications Maintains patient confidentiality by following the HIPAA Compliance Planestablishedby the practice; releases PHIin accordance withthe practice's HIPAA Compliance Plan, attends regular HIPAA training,maintainsdata security,and reports all identified and suspected HIPAA violations to the Privacy Officer Attends educational courses as requested Meets with the surgeonat leastmonthly 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