Patient Experience Coordinator

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AlluraMD is a multi-location medical aesthetics and concierge medicine practice offering advanced treatments in medical aesthetics, functional medicine, and regenerative medicine designed to improve overall well-being. Our thriving practice is looking for a highly qualified, professional Patient Experience Coordinator. This is a vital role within the company as this person represents the "face and brand" of the practice.

AT LEAST 3 years answering the phone, ideally in a medical spa, dermatology, wellness clinic is REQUIRED. Sales experience i.e., Gym, Spa boutique fitness preferred.

Our team prides ourselves on creating an exceptional patient experience and the right candidate will add value to the already positive and high energy environment. We have an exceptionally productive team that supports one another in growth and that requires the ability to multitask well and work both independently as well as in a team. If you’re a standout in your field and take pride in delivering exceptional work, we want to hear from you!

The Patient Experience Coordinator is responsible for creating a positive first and last impression with patients. Responsibilities include running a smooth and efficient front office. Greeting all patients with a smile and enthusiasm, answering phone calls timely with a keen understanding of aesthetic and wellness procedures to ensure you can engage all callers, ask appropriate questions, overcome objections, qualify and credential the practice and providers with the ultimate goal of converting the caller to a scheduled appointment.

GOAL OF THE POSITION: To create a 5-Star patient experience. To have a strong work ethic, sense of ownership and manage graciously the patient flow throughout the office.

You must possess the following skills to be considered for this job.

• Professional and excellent communicator; maintaining a polished, professional appearance to represent the aesthetics industry and communicate warmly and effectively with clients, creating a welcoming experience
• Posses customer service excellence; delivering exceptional service in a fast-paced, dynamic environment, adapting to diverse personalities with a solutions-oriented approach
• Be proactive and driven; demonstrating ambition, proactively seizing opportunities to improve the client experience and contribute to spa’s success
• Be efficient; managing scheduling efficiently, ensuring clients are well-informed of relevant offerings and services
• Be an excellent problem-solver; tackling challenges with initiative and a resourceful, problem-solving mindset to enhance both patient satisfaction and operational efficiency

The ideal candidate must have previous experience working in a medical spa, plastic surgery or aesthetic practice. Will consider one with experience in retail, customer service, hotel concierge, or someone that works with people daily.

We offer a generous compensation and benefits package and will be based on relevant experience and aptitude.

DUTIES AND RESPONSIBILITIES:

Administrative and Office Management

• Greet and check-in patients warmly, ensuring intake forms and consents are completed
• Capture patient procedure photos and maintain smooth patient flow
• Educate patients on available therapies, services, and membership options
• Prepare and clean treatment rooms between patients and at day’s end
• Address patient questions and concerns promptly and professionally
• Maintain OSHA, bloodborne pathogen, infection control, and HIPAA compliance
• Resolve patient complaints professionally, supporting patient satisfaction
• Office administration: including but not limited to stocking supplies, filing, organization, stocking rooms and restrooms, turning music on/off, opening/closing duties, and making sure the surrounding environment is clean and welcoming
• Communicate to management all occurrences involving staff, clinic or patient issues that require immediate attention
• Regularly attend, participate in and support trainings and staff meetings for the practice
• Assist in all areas of practice operation as requested by management

Patient Engagement

• Properly address, investigate and resolve all complaints efficiently and professionally
• Review all invoices during office days to ensure provider charges are accurate
• Follow up with patients post-treatment communicating any issues to providers
• Respond to voicemails, all messages, and patient texts within three business hours
• Request Google reviews from happy patients when checking in via text
• Monitor patient texts

Team Support

• Collaborate with the practice team to ensure seamless daily operations, including coordinating with providers to meet patient needs

Marketing and Business Development Assistance

• Provide support for marketing initiatives, including handling promotional materials and informing patients about new services or offers
• Assist with client feedback collection and contribute to strategies that improve patient satisfaction and retention
• Request positive patient reviews and monitor texts for urgent follow-ups
• Confidently promotes and upsells services and products, enhancing client experience and contributing to clinic revenue.

Environment and Culture

• Foster a team-oriented, positive work environment that aligns with AlluraMD’s values and mission.
• Act as a key contributor to team morale, promoting a supportive, collaborative, and high-energy workplace

The Patient Experience Coordinator plays a crucial role in ensuring client satisfaction, smooth daily operations, and supporting the practice’s growth goals through efficient and professional front desk management.

Meaningful monthly incentives based on total practice performance are also provided after 90 day of employment.

Schedule: 40 hours per week with 2 Saturdays per month required

AlluraMD is dedicated to a discrimination-free and harassment-free workplace, where all team members are respected, included, and treated with dignity. We make fair, unbiased decisions in hiring, compensation, training, evaluation, and termination, offering equal opportunities to all qualified candidates and employees. We actively address unconscious biases and work to foster an inclusive environment where everyone feels welcome.

NOTICE TO ALL APPLICANTS CONCERNING THE COMPANY

DRUG FREE WORKPLACE PROGRAM AND MEDICAL MARIJUANA

AlluraMD is a drug free workplace that complies with the State of Florida Drug Free Workplace Act and testing procedures. Please be aware of the following information concerning medical marijuana and the company stance concerning it. Medical marijuana is available in a variety of forms. Medical marijuana that has a certain level of THC may show up on a drug test. Some medical marijuana does not have THC and will not show up on a drug test. A physician will know if the medical marijuana that they are prescribing would have enough THC to result in a positive drug test. Please consult with the physician to determine if the medical marijuana that they are prescribing will have enough THC to result in a positive drug test. If the medical marijuana that is prescribed does result in a positive drug test result, the company stance concerning this is outlined in the company drug free workplace policy and outlined below.

NOTE: AlluraMD is in agreement with the Federal Government that marijuana is an illegal controlled substance and will not recognize medical marijuana as a legitimate prescription. A positive test result for marijuana will be treated the same as any other positive test result, even if an applicant or an employee has a medical marijuana prescription. A negative pre-employment drug test result is a condition of employment with this company. Therefore, an applicant will be denied employment with this company if they test positive for marijuana even if they have a medical marijuana prescription that contains THC.