Plastic Surgery Patient Care Coordinator

Overview

The Patient Care Consultant (PCC) will be responsible for one plastic surgeons’ patient base and practice, representing our commitment to excellence and personalized care.  The PCC will also manage the lead generation for potential patients from initial inquiry to follow up.  Additionally, the PCC will perform administrative duties relevant to surgical operations.  This position includes surgery scheduling, appointment reminders, patient records upkeep, updating EMR systems and scheduling all aspects of a patient’s surgical procedure.

The Patient Care Consultant will work for the Boston Center for Plastic Surgery, the premier cosmetic and plastic surgery practice in Boston. The schedule is Monday to Friday from 8am-5pm.

Responsibilities

Responsibilities:

• Engage in inquiries (phone, face-to-face, virtual) with potential and/or current patients from initial inquiry to follow up.
• Manage patient inquiries, consultations and subsequent follow-up in converting patients to surgery.
• Maintain and develop a patient pipeline and regularly follow up with prospective patients who did not move forward in their initial consultation.
• Re-engage patients who have undergone surgery or non-surgery treatments to bring them back into the office for continued treatments.
• Assist with marketing efforts of the surgeons to build patient base.
• Provide value and educate patients regarding our approach, the procedure and our processes, including all documentation and payment options available.
• Collect and apply any deposits or payments for their upcoming surgery via Square and document in Nextech EMR.
• Utilize superbills to create surgical quotes in Nextech for patients based on information provided by surgeon.
• Document any surgical quotes in Nextech and communicate follow up with the clinical team at BCPS.
• Communicate with the clinical team and provider regarding non-clinical circumstances affecting upcoming surgeries such as cancellations, patient updates, clinic updates and staffing.
• Communicate with offsite surgery center regarding booking of OR time and coordination of upcoming surgical patients.
• Communicate with Billing Coordinator, Plastic Surgery regularly, to ensure payments are received, documented, and applied to the patient account prior to surgery and process refunds as needed.
• Ensure any medical clearances are documented and reported in Nextech and to the clinical team including surgeon.
• Communicate via telephone and email with patients regarding any surgical correspondence as needed, including pre and postoperative instructions. 
• Coordinate patients getting EKG’s, lab work and anaesthesiology 2-3 weeks prior to their appointment and follow up with clinical staff, communicate with OR for coordination of time and clearances.
• Email any preoperative procedure paperwork, H&P records, medical consents, EKG’s, medical records, patient ID’s and patient payment confirmation to surgery centers, typically 2-3 weeks of preop visit in office and follow up as needed.
• Download all photos to surgical and non-surgical charts.
• Maintains a ONETeam mindset using the foundation of our core values, the 3Ps: Positivity, Productivity, and Professionalism.
• Support APDerm’s mission and culture of high-quality standards by carrying out applicable policies, procedures and established industry standards, laws and regulations. Examples include adhering to privacy and data protection practices, ensuring a safe workplace, and reporting observed or suspected behavior and actions that do not meet APDerm standards.

Qualifications

Minimum Qualifications:

• High School Diploma or Equivalent (GED) is required.
• Bachelor’s degree in healthcare administration, business or related field, or equivalent experience.
• High end sales experience highly preferred.
• At least two years’ experience in healthcare preferred.
• Unwavering committment to customer service and providing a white glove experience for patients.

Skills, Knowledge, & Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent sales and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Must possess strong problem-solving abilities and analytical skills to ensure patient’s needs are met.
• Ability to function well in a high-paced and at times stressful environment.
• Strong interpersonal and customer service skills required to communicate with patients, family members, clinicians, as well as other colleagues in a positive, professional manner.
• Working knowledge of Nextech EMR/EHR system.
• Complete Administrative Proficiency (Microsoft Office Suite, Web-based applications, email, or related software)

Salary Range: $70,000 - 90,000/year

Salary : $70,000 - $90,000