Surgical Services Coordinator - Plastic Surgery

Surgical Services Coordinator - Plastic Surgery

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: CPUP

Department: Plastic Surgery

Location: Perelman Center for Advanced Medicine-3400 Civic Center Blvd

Hours: Full Time

This position is responsible for assisting with the management of a clinical practice for surgeon(s) and providers within a busy academic plastic surgery department. Duties include coordinating patient-related activities for outpatient visits, cosmetic consultations, procedures, and surgical scheduling. The Surgical Services Coordinator serves as a primary point of contact for patients and supports both reconstructive and cosmetic service lines through high-level administrative, scheduling, operational, and patient service support.

Responsibilities include coordinating outpatient appointments and surgical procedures, managing provider schedules, obtaining procedural authorizations, preparing surgical documentation, triaging patient communication, and supporting practice operations across multiple clinical locations. This role will also support cosmetic and aesthetic service workflows, including discussing financial responsibilities for elective procedures, collecting consultation and pre-service payments, coordinating cosmetic consultations, and helping provide a high-touch patient experience for prospective and established cosmetic patients. High-level coordination of new patient consults, including financial discussions and negotiations, follow up, and securing surgical closings is an integral part of the position.

The ideal candidate is highly organized, detail-oriented, and customer service driven, with strong communication skills, the ability to multitask in a fast-paced environment, and experience supporting complex surgical and/or cosmetic practices. Experience in the aesthetic medicine field is preferred.

Clinical & Surgical Coordination

• Greets, screens, schedules, and directs patients in a prompt, professional, and patient-centered manner
• Serves as a primary point of contact for assigned patients and providers
• Coordinates outpatient visits, cosmetic consultations, surgical procedures, and follow-up appointments
• Effectively follows up with patients to secure surgical scheduling post consultations
• Schedules surgeries, procedures, diagnostic testing, imaging, lab work, pre-operative testing, and ancillary appointments
• Coordinates all requirements necessary prior to surgery, including obtaining medical clearances, records, scans, and testing results
• Responsible for timely and accurate submission of operative cases and required documentation
• Assists providers and APPs with clinic scheduling, patient relations, and workflow coordination across practice locations
• Retrieves and processes incoming medical records and imaging; ensures physician review and chart completion
• Coordinates cases with medical equipment representatives and external vendors as needed
• Provides coverage for practice team members during absences or staffing shortages

Cosmetic & Aesthetic Service Support

• Support providers offering cosmetic surgical, nonsurgical, skincare, and injectable services
• Coordinate cosmetic consultations and aesthetic service scheduling workflows
• Provide patients with information regarding cosmetic procedures, skincare services, treatment expectations, and after-care instructions
• Discuss consultation fees, procedure pricing, payment expectations, and financial responsibilities for elective cosmetic services
• Collect consultation fees, procedure deposits, and pre-service payments accurately and professionally
• Support cosmetic consultation conversion efforts through strong patient communication and exceptional customer service
• Assist in maintaining a high-touch patient experience for prospective cosmetic patients exploring treatment options
• Demonstrate knowledge of cosmetic and skincare products, aesthetic procedures, and current industry trends
• Assist with skincare product ordering, inventory oversight, and vendor coordination as needed
• Participate in cosmetic program growth initiatives, marketing efforts, and service development activities

Administrative & Operational Duties

• Answer and triage phone calls, patient inquiries, and scheduling requests in a timely and professional manner
• Maintain multiple provider calendars, clinic schedules, surgery schedules, and meeting coordination
• Schedule travel and lodging for surgeon as well as completing submission of expenses for travel, subscriptions, memberships for re-imbursements in a timely fashion
• Create/edit and distribute letters per surgeon direction
• Contribute in the design of practice operational changes by partnering with operations team
• Complete prior authorizations, medical record requests, and other administrative workflows
• Create, edit, and distribute patient correspondence and provider-directed communications
• Contribute to operational workflow improvements and scheduling protocol development
• Train and mentor new staff members and assist with complex scheduling issues
• Maintain proficiency in systems necessary for practice operations including EMR, scheduling, and communication platforms
• Communicate underutilization of OR block time to leadership for redistribution as appropriate
• Subject matter expertise in the specialty assigned; ability to triage patients to more appropriate physician when necessary

Billing & Financial Coordination

• Ensure operative reports and encounter documentation are submitted within designated billing timeframes
• Maintain working knowledge of reimbursement coverage, managed care plans, and referral protocols
• Assist patients with understanding insurance versus cosmetic financial pathways when applicable
• Support cosmetic payment collection workflows and financial coordination processes

Additional Expectations

• Demonstrate strong critical thinking, attention to detail, professionalism, and problem-solving abilities
• Build collaborative relationships with providers, staff, vendors, and patients
• Maintain confidentiality of patient information and comply with Penn Medicine policies and procedures
• Stay informed on current practice workflows, cosmetic service offerings, and operational best practices
• Perform other duties as assigned to support the Division of Plastic Surgery

Credentials:

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• 5+ years Medical office experience, or 5 years of customer service experience. Related clinical office experience required. Prior customer service or insurance verification experience in a healthcare setting preferred. A degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience.
• Bachelor of Arts or Science (Preferred)

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.