What are the responsibilities and job description for the Patient Care Consultant, Plastic Surgery position at Boston Center for Plastic Surgery?
Overview
To serve as the primary point of contact for patients at the Boston Center for Plastic Surgery, ensuring a seamless and positive experience throughout their care journey. This role combines patient navigation with aesthetic coordination, offering guidance, education, and support related to both surgical and non-surgical treatments. The Patient Navigator and Aesthetic Coordinator will promote the practice's cosmetic services, fostering patient engagement and satisfaction while supporting the growth of the practice.
Responsibilities
Patient Navigation
Serve as a dedicated resource for patients, providing personalized guidance throughout their care journey, from initial consultation to post-procedure follow-up.
Educate patients on surgical and non-surgical options, addressing questions and concerns with empathy and accuracy.
Coordinate pre-operative and post-operative care, ensuring patients understand preparation and recovery processes.
Act as a liaison between patients and clinical staff, facilitating clear and timely communication.
Monitor and follow up with patients to ensure compliance with care plans and optimal outcomes.
Assist in managing patient expectations by providing realistic timelines, outcomes, and potential costs.
Aesthetic Coordination
Promote the practice's aesthetic services, including injectables, skincare treatments, and surgical procedures.
Educate patients on available treatments, benefits, and post-treatment care.
Coordinate and schedule aesthetic appointments, ensuring optimal use of provider time and patient satisfaction.
Maintain awareness of seasonal promotions, treatment packages, and loyalty programs, and proactively share these with patients.
Manage patient inquiries related to aesthetic services, offering brochures, samples, or referrals to clinical staff when necessary.
Stay updated on industry trends and advancements in cosmetic and aesthetic treatments.
Administrative and Operational Support
Ensure accurate scheduling and patient records using the practice's management systems.
Coordinate insurance verifications for surgical procedures and discuss payment options for non-covered services.
Track and manage patient leads, ensuring timely follow-up and conversion into scheduled appointments.
Maintain and organize marketing materials, patient brochures, and educational tools.
Ensure the office environment is welcoming, clean, and reflective of the high-quality care provided.
Confidentiality and Professionalism
Maintain strict confidentiality in handling patient information, adhering to HIPAA and practice policies.
Exhibit professionalism and discretion in all patient interactions and communications.
Team Collaboration
Collaborate with surgeons, aesthetic providers, and office staff to ensure a cohesive and efficient workflow.
Participate in team meetings to provide feedback on patient experiences and identify areas for improvement.
Support the practice's marketing efforts by sharing patient success stories (with consent) and promoting new services.
Qualifications
Key Competencies and Skills
Strong interpersonal and communication skills, with a patient-centered approach.
Sales and marketing acumen to promote aesthetic services effectively.
Organizational and multitasking skills to manage patient schedules and follow-ups.
Ability to provide empathetic and professional support to patients throughout their care journey.
Proficiency in practice management systems and general computer applications (e.g., Microsoft Office).
Familiarity with plastic surgery and aesthetic procedures, including injectables and skincare treatments.
Requirements
Previous experience in a healthcare, aesthetics, or customer service role, preferably in a plastic surgery or cosmetic practice.
Knowledge of cosmetic and reconstructive procedures is highly desirable.
Certification or training in aesthetics or medical assisting is a plus.
Ability to work flexible hours, including evenings or weekends, to accommodate patient needs.
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