Overview:
The Cosmetic Patient Care Coordinator is a vital player in bringing more awareness to the cosmetic services platform at APDerm. Responsible for delivering excellence with a personalized and comprehensive service experience to our cosmetic patients.
Monday - Friday in our Acton, MA main office
8:30am - 5pm
Responsibilities:
Business Development
- Assists clinician with patient skin care goals and objectives and recommends products and services to achieve goals.
- Service and product sales and promotions
- Maintain ongoing patient outreach strategy and plan as developed with leadership team for repeat patient population and/or “loyalty” program
- Coordinate open houses and events with marketing at locations as required
- Communicate orally and in writing with employers and clinic staff about Aesthetic, contracts, protocols, regulations, promotions where applicable
- Primary point of contact for management and converting inquiries to appointments
- Liaison between cosmetic line of service and marketing
- Schedule/interface/negotiate with reps from drug and cosmetic companies
Patient Coordination
- Track, maintain and follow-up on pipeline leads through online booking/scheduling
- Primary point-of-contact for patient inquiries including internal and external referrals-Radix, Call Tracking Metrics (online requests), Cosmetic Voicemails, Cosmetic Bucket in EMR, Yelp
- Skillful in adapting a clear & concise communication style with all personalities.
- Work with providers to develop and prepare patient-specific treatment plans
- Create, present, and review detailed, treatment plan quotes with patients
- Track and evaluate patient and procedure conversion rates
- Schedule patients for consultation, escalations, and treatment
- Instruct patients on pre and post-care treatment precautions
- Outreach to patients to confirm and coordinate visits for previous patients
Inventory
- Develop and maintain records, logs, files, inventory systems in collaboration with regional management
- As required management of direct to patient product supply
Other
- Functions as the initial point of contact and/or resolution contact for all cosmetic billing inquiries
- Serve as the primary biller and/or back-up to ensure charge entry is completed
- Photo-taking skills as requested
- Collect and analyse data and provide monthly, quarterly and annual reports as needed
- Next day and 2-week patient follow up calls
- Retail product expert
- Pre-visit Standard Work and pre-registration survey
- Provide patient quotes and collect fees as directed
- Maintain up to date knowledge of industry trends in aesthetics
- Content expert on external resources and tools for program development and growth
- Education to staff on procedures and programs supporting cosmetic line of service
Qualifications:
Minimum Qualifications:
- Knowledge of cosmetics products and services - willing to train in this area if candidate has a genuine interest in cosmetics/aesthetics
- Strongly customer service oriented
- Sales or Marketing background a plus
- Certified Medical Assistant or Aesthetician license strongly preferred
Skills, Knowledge, & Abilities:
- Infectious control, HIPAA, and OSHA knowledge is preferred.
- Strong interpersonal and customer service skills required to communicate with patients, family members, clinicians, as well as other colleagues in a positive, professional manner.
- Must possess strong problem-solving abilities and analytical skills to ensure patient’s needs are met.
- Must possess excellent computer skills to input and retrieve clinical information.
- Utilize critical thinking and good judgment in performance of tasks.
- Must possess organizational skills and can multitask.
- Must be able to prioritize daily assignment to ensure smooth workflow.
