Surgical Patient Coordinator

Job Description Job Description Blechman Plastic Surgery Breast Surgery Group New York, NY PATIENT COORDINATOR POSITION OVERVIEW Breast Surgery Group is a boutique plastic surgery practice in New York City specializing in breast reductions, breast lifts, and gender-affirming chest surgeries. We are seeking a dynamic Patient Coordinator who is equal parts patient advocate, relationship builder, and closer. This is not a passive administrative role — it requires the instincts of a skilled salesperson and the warmth of a trusted healthcare guide. The ideal candidate understands that every inquiry represents a person considering a life-changing procedure and treats each interaction accordingly. You will shepherd prospective patients from their first contact through surgery scheduling, serving as the primary point of connection between the patient and our clinical team. WHY THIS ROLE REQUIRES A SALES MINDSET Patient coordination in elective and insurance-based surgical specialties is fundamentally a sales function. You are not selling something patients don't need — you are helping motivated patients navigate a process and choose our practice with confidence. That requires: • The ability to listen actively, identify patient concerns, and address them persuasively • A natural sense of urgency — following up proactively, not waiting for patients to return • Comfort discussing costs, insurance benefits, and financing options clearly and confidently • The drive to convert consultations to booked surgeries through relationship and trust • Resilience in handling objections, delays, and patients who go quiet KEY RESPONSIBILITIES Patient Acquisition & Conversion • Respond promptly to all inbound inquiries via phone, email, and web form — same-day response is the standard • Conduct warm, informative pre-consultation calls that qualify candidates and build genuine rapport • Guide patients through the consultation scheduling process and reduce no-show rates through proactive outreach • Follow up persistently — but professionally — with prospective patients post-consultation until a booking decision is made • Track lead-to-consult and consult-to-surgery conversion rates and work to improve them Insurance & Financial Coordination • Obtain and review insurance benefit information for prospective surgical patients • Communicate coverage, out-of-pocket costs, and payment options clearly — helping patients understand the financial path forward • Coordinate with the RCM team on prior authorization requirements and status Patient Experience & Communication • Serve as the primary point of contact for active patients from first inquiry through surgery scheduling • Communicate with empathy, clarity, and professionalism across all channels • Ensure patients feel informed, supported, and confident at every step • Coordinate pre-operative requirements, scheduling, and logistics with the clinical team • Maintain accurate and current patient records in the practice management system Team Coordination & Reporting • Communicate daily activity, pipeline status, and patient concerns to the Practice Manager • Contribute to weekly and monthly volume and conversion tracking • Support a small, collaborative team environment with flexibility and professionalism QUALIFICATIONS Required • 2+ years of customer-facing experience in healthcare, hospitality, retail, or a service environment • Exceptional verbal and written communication skills — warm, confident, and clear • Strong phone presence and comfort initiating outbound calls • Demonstrated ability to manage high volumes of inquiries without sacrificing quality • Highly organized with excellent follow-through and attention to detail • Proficiency with Microsoft Office and comfort learning new software platforms • Ability to handle sensitive topics — including body image, gender identity, and medical history — with discretion and respect Preferred • Prior experience in elective surgery, plastic surgery, or aesthetics coordination • Sales background — retail, B2C, medical device, or similar — with a trackable record of conversion or quota attainment • Familiarity with insurance verification, prior authorization, or RCM processes • Experience with transgender/non-binary patient populations WHAT WE'RE REALLY LOOKING FOR You're someone who genuinely enjoys connecting with people and takes pride in moving them from uncertainty to confidence. You understand that a slow response or a missed follow-up can cost a patient their surgery — and you don't let that happen. You're comfortable in a fast-paced, small practice environment where every role matters and initiative is noticed. If you've ever been told you could "sell ice to Eskimos" but prefer selling something meaningful — this is your role. COMPENSATION & DETAILS • Location: New York City (in-person, Manhattan office)