Patient Care Coordinator

YOU MUST HAVE MEDICAL SPA EXPERIENCE.

About Us

Cienega Med Spa, Los Angeles' premier aesthetic treatment center, is seeking a dedicated Patient Care Coordinator to join our esteemed team. As a Patient Care Coordinator at Cienega Med Spa, you will play a crucial role in providing exceptional patient care and delivering top-notch aesthetic treatments in a dynamic and customer-focused environment.

Our work environment includes:

• Modern office setting
• Growth opportunities
• Relaxed atmosphere
• On-the-job training
• Lively atmosphere

Cienega Med Spa is LA's #1 Rated Medical Spa with over 1000 reviews on Google & Yelp.

We provide aesthetic treatments such as Botox, lasers & skincare. Our locations are luxury & modern. Learn more about us at www.CienegaSpa.com

JA Patient Care Coordinator (PCC) plays a crucial role in ensuring the smooth operation of patient services and enhancing patient satisfaction. Below is an overview of the responsibilities and key performance metrics for this role:

Responsibilities:

• Patient Interactions:
• Appointment Scheduling: Manage appointments, ensuring optimal scheduling to maximize efficiency & flow.
• This person is the point person for initial client intakes and setup, consults and sales, via the front of house, or virtually.
• This person helps set up all new patients to the practice, completes medical clearances BEFORE the time of the service, as a measure of efficiency and time saving for the practice and the patient.
• This person tracks and manages care for the patients, all patients, to ensure paid packages are being used, clients are purchasing second third fourth visits, clients are remaining satisfied through their package, clients are understanding of the pre-post procedure every step of the way.

Customer Communication: Serves as the primary point of contact for patients,

• addressing inquiries, providing information on services, and ensuring clear and empathetic communication.
• Meets and greets patients as the first point of contact and holds the hand of the client through their care and journey with us.
• This means this person performs remote virtual consultations, in person consultations, emails and phone calls to ensure that the client's onboarding process is as smooth and seamless as possible.
• We want to ensure that intakes and clearances are done before they come in for the appointment. These may be done via phone, or virtual consults and you would be responsible for conducting these in advance of the client service appointment.
• Goal: We want to promote virtual consultations and promote longer medical clearances so that consultations are done before the client comes in for the actual service to save nurse and clinician time.
• Customer Education: Educate patients about the procedures, treatments, and post-care instructions.
• Respects the client's time but also respects the time of the business, so patient education is done before they visit us and before the time of the service with nurses is elapsing.
• This person tracks and manages care for the patients, all patients, to ensure paid packages are being used, clients are purchasing second third fourth visits, clients are remaining satisfied through their package, clients are understanding of the pre-post procedure every step of the way.
• Conduct follow-up calls or emails to check on patient recovery and satisfaction.
• Customer Courting Process: Our clients need and want to feel special: This person nurtures and supports the client courting process by constantly being in touch with them in a MANNER THAT IS SEEN AS VALUABLE BY THE CUSTOMER. This program is TBD.

Feedback Collection: Gather patient feedback to improve services and patient satisfaction. Ensuring that bad feedback is never forgotten and a new process is fully implemented to ensure the mistakes do not repeat. Ensuring staff training is put into place to ensure we learn from our mistakes. Ensuring another team does not make the same mistake for lack of communication, for example Santa monica store not hearing about a grievance

• Patient Experience: Enhance the overall patient experience by providing exceptional customer service and addressing any concerns or complaints promptly in a way that is beneficial to the client AND the practice in tandem.
• Administrative Duties:

Key Performance Metrics:

• Patient Satisfaction:
• This person’s key performance metric is sales. Sales will be tracked across all verticals and tracked for performance improvement. This person will need to increase sales through the method listed above as well as any other new creative ideas that increase sales, increase patient retention, and build the business reputation.
• Net Promoter Score (NPS): Measure patient likelihood to recommend the spa to others. This person also tracks and manages any patient complaints and sees them through to completion for satisfaction of the customer and the business aligned.
• Patient Feedback and Reviews: Monitor and analyze patient reviews and satisfaction surveys.
• Appointment Management:
• Appointment Utilization Rate: Track the percentage of scheduled appointments that are kept versus those that are canceled or no-show.
• Wait Times: Measure average patient wait times for appointments and treatments.
• Operational Efficiency:
• Schedule Adherence: Monitor adherence to appointment schedules to minimize delays and maximize treatment efficiency.
• Inventory Turnover Rate: Track the rate at which medical supplies and products are used and replenished.
• Financial Performance:
• Revenue Per Patient: Calculate the average revenue generated per patient visit.
• Collection Rate: Measure the effectiveness of billing and payment collection processes.
• Compliance and Accuracy:
• Record Accuracy: Ensure patient records are accurately maintained and updated.
• Regulatory Compliance: Monitor compliance with healthcare regulations and standards.
• Follow-Up Effectiveness:
• Follow-Up Compliance: Track the percentage of patients who receive follow-up communication post-treatment.
• Patient Retention Rate: Measure the percentage of patients who return for additional treatments or services.
• Reputation Management
• A minimum of 50 reviews across Yelp and Google, each month are required (no additional bonuses to be paid).
• This person will also help manage the business reputation as it is facing customers as well as to new employees (really Glassdoor etc). This person will work with current employees to ensure that staff are happy and their needs met but as well reviewing that online.
• Standards of Operations and Safety
• This person will manage staff to ensure that all staff are fully trained and given services that are within their scope of practice. This person will best utilize the team and the best manner possible for the patient's ultimate best care.
• This means moving nurses, changing nurses training nurses and holding back nurses if necessary. This person is a guardian of patient safety and clinic safety to ensure that nurses are performing on protocol and with safety at all times.
• By focusing on these responsibilities and metrics, a Patient Care Coordinator can significantly contribute to the efficiency, effectiveness, and overall success of Cienega as we expand our operations.
• Medical Records Management: Maintain accurate and confidential patient records, including treatment plans and progress notes.
• Billing and Payments: Assist with billing, insurance verification, and processing payments, memberships, retails, packages, and gift cards.
• Inventory Management: Monitor and manage the inventory of medical supplies and products.
• Financial Duties:
• Grievance Tracking: Obtain a running total of any and all grievances and losses, including client walkouts, complaints, non-purchases today due to “need to talk to my husband” etc. Grievances resulting from the nursing staff are too to be collected, addressed, rectified and mitigated.
• Customer Gift Card Program: This person will also create and track a gift card selling system. This person will be ensuring that all staff are selling gift cards and tracking performance.
• Customer Rewards Programs: This person tracks and manages sales through all verticals inclusive of manufacturer promotional programs such as Ali aspire and Merz.
• Tracks sales reports on a weekly, monthly and quarterly basis for all three stores. It will be tracking sales for each SKU sold and each service sold. It will be reevaluated for performance improvement standards.
• Contacting patients with expiring points and utilizing these programs for patient retention.
• Create and distribute patient sales promotions and customer loyalty points program promotions in order to retain clients.
• This person also finds new and creative ways to sell more products and services to the patients.
• This person would manage the items necessary in order to sell so that would mean inventory management, machine management, systems management, staff management.
• Inventory Tracking/Support
• This means this person will manage all retail and facial products on the retail shelves, back bar and sales of it, inventory for injectables, equipment for lasers and devices and anything else necessary to make a sale. This person will be tracking inventory of all three stores and making appropriate purchases. This person will also be attending stores on a fairly regular basis to track and manage inventory levels. This would include transferring products from one location to the next. This will also include methods to prevent shrinkage and loss. This person will also be tracking losses and grievances and working towards training staff for prevention future losses.
• Operational Support:
• Coordination with Medical Staff: Facilitate communication and coordination between patients and medical professionals, bridging any gaps that would cause refusal of service to any patients. As it relates to the nurses this person manages staff and workflow and ensures proper staffing levels in order to be able to make those sales. For example preventing junior nurses only on a schedule. Moving the schedule around to allow for the best use of the entire practice.
• Compliance: Ensure that the spa complies with all relevant healthcare regulations and standards.

Job Types: Full-time, Part-time

Pay: $30.00 - $35.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Employee mentoring program
• Free parking
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Every weekend
• Overtime
• Weekends as needed

Application Question(s):

• Have you used Mind body?
• Instagram handle:
• When are you wanting to start?
• Are you okay working weekends?

Education:

• Bachelor's (Preferred)

Experience:

• Computer skills: 5 years (Required)
• Medical Spa: 2 years (Required)

Language:

• Spanish (Preferred)

Work Location: In person

Salary : $30 - $35