Patient Experience Liaison

Job Description

Job Description

Description :

GENERAL SUMMARY OF DUTIES :

A dynamic professional responsible for providing excellence in patient services at all levels. This position requires commitment to patient satisfaction in our mission of helping patients finding their best self. This position thrives in understanding the importance of the patient’s experiences and education as valuable tools in their decision of trusting us in their care. We are looking for a team player with insights on branding and a balanced approach to a service and sales strategy that can support the growth of our Center.

ESSENTIAL FUNCTIONS :

• This position interacts and communicates with patients from their initial practice encounter through the continuum of care experience.
• Maximize patient access and scheduling while safeguarding the efficiency of physicians and provider’s time.
• Optimize best strategies to handle increase demand in patient lead management through various reporting tools, online requests, as well as incoming calls for new and existing patients requesting appointments.
• The position also works with Front End staff for capturing and verifying patient demographic and insurance data, as well as determining the patient’s responsibilities before the patient pre-visit and posting and applying co-payments, cash payments, and credit card payments.
• Manage patient flow, creating and sustaining a positive patient experience.
• Present a professional, polished, and positive image to patients, visitors, and staff.
• Greet patients and provides / collects initial documentation forms to complete.
• Escort and introduce new patients to the Medical Director / Provider.
• Communicate relevant patient information to the Medical Director and Providers as necessary, e.g., patient concerns, expectations, etc.
• Create, present, and review detailed, accurate treatment plan quotes with patients.
• Educate patients on practice special promotions and program rewards.
• Answer questions that patients may have regarding procedures, pre-and post-treatment instructions, and any other question concerning their visit.
• Serve as a primary point-of-contact for all cosmetic inquiries.
• Work in collaboration with practice's marketing consultants to maximized conversion rate.
• Review reports daily for converted and unconverted leads to ensure alignment with practice scheduling operational practice.
• Continuously monitor the schedule and open access to other patients.
• Responsible for follow-up of all appointments, no-shows, cancelations, and non-converted consultations. Implement recall strategies with management and together determine further actions.
• Complete follow-up correspondence with cosmetic patients, as appropriate

Requirements : EDUCATION :

College-level coursework; Bachelor’s degree preferred

EXPERIENCE :

Minimum of three to five years of aesthetics experience, with one year of experience in a cosmetic dermatology setting preferred (plastic surgery experience will be considered).

REQUIREMENTS :

KNOWLEDGE AND SKILL REQUIREMENTS :

ENVIRONMENTAL / WORKING CONDITIONS :

Normal office environment.

PHYSICAL / MENTAL DEMANDS :

Variety of activities including sitting, walking, bending, reaching. Must be able to stand for 2-4 hours while making presentations. Occasionally mush push / lift / carry equipment and materials.