POSITION: Patient Care Coordinator (PCC)

JOB SUMMARY: The Patient Care Coordinator (PCC) will effectively interact and communicate with our patients, from their initial point of contact through the continuum of care. This includes assisting patients with all aspects of pre-operative preparations and post-operative care to promote confidence in their medical care and making the surgical experience as streamlined as possible. The PCC acts as a patient liaison to ensure that each patient has a comprehensive understanding of treatment, benefits and options. The right candidate must have experience with scheduling for productivity, treatment plan presentation, insurance verification, discussing financials, and collecting deposits.

ESSENTIAL SKILLS & ABILITIES:

• Excellent customer service and communication skills


• Present friendly, caring manner, which reflects positively on the practice and puts patients at ease


• Dedication to high quality of patient care


• Present a warm, safe, and trusting atmosphere when counseling patients on cosmetic procedures, pre- and post-operative care


• Respect all patients; be empathetic to patients’ needs and concerns


• Maintain appropriate appearance to facilitate positive patient interaction


• Skillful in adapting a well-spoken communication style to interact with a variety of personality types; ensure all methods of communication are conveyed clearly and concisely


• Ability to effectively triangle calls from patients to ensure appropriate scheduling


• Able to successfully manage multiple projects simultaneously, including prioritization of tasks, shifting of deadlines, coordination with multiple departments and individuals, implementation of organizational and tracking processes, etc.


• Strong computer skills with working knowledge of the latest versions of Microsoft® Office, Apple products and navigating Electronic Medical Records; ability to work in other programs and quickly adapt to new software


• Well organized with attention to detail exceptional problem-solving skills


• Commitment to acquiring new skills, understanding novel information, and developing the competencies required to successfully perform the duties outlined herein

RESPONSIBILITIES (Including, but not limited to, the following):

• Patient Experience Duties
  
  
  
  • Serves as the primary point-of-contact for all patient inquiries including, telephone, email, and website.
  
  
  • Schedules patient appointments, including consultations, surgical and non-surgical treatments, and pre- and post-operative appointments.
  
  
  • Educates patients about the surgical procedures and/or non-surgical treatments offered; provides additional related to financing options, scheduling, continuing care requirements, and realistic treatment expectations.
  
  
  • Provides exceptional customer service, greeting customers and answering questions in a friendly manner; provides accurate and timely information, making appropriate product/service recommendations and accommodating special requests.
  
  
  • Communicates relevant patient information to providers (i.e. patient concerns, goals, etc.)
  
  
  • Creates, presents, and reviews detailed and accurate treatment plan quotes with patients.
  
  
  • Reviews pricing and/or financing options with patients; explains the fees related to surgery, including professional fees, as well as surgical facility fees.
  
  
  • Completes follow-up correspondence with all patients, as appropriate.
  
  
  • Ensures that all consent forms, referrals, labs, financial deposits, and other related documents are in order and signed as required prior to surgery date.
  
  
  
  

• Other Responsibilities
  
  
  
  • Tracks and evaluates patient and procedure conversion rates; regularly communicates these results to providers and/or practice management.
  
  
  • Remains active in continuing education to ensure knowledge base is current and consistent with expectations of the practice and healthcare industry.
  
  
  • Sustains and/or creates patient collaterals including, new patient packets, patient treatment quotes, information packets, etc.
  
  
  • Evaluates opportunities to implement or maintain goal-setting criteria and communicates those goals to providers and staff.
  
  
  • Assists in office duties and other duties and tasks as needed.