Treatment Coordinator Assistant

4 days ago

West Hollywood, United States Jason Emer, MD Full time

POSITION TITLE: Treatment Coordinator Assistant

REPORTS TO: Sales Manager/TC, Non-Surgical

DEPARTMENT: Sales

EXEMPTION STATUS: Full-time, Non-Exempt

LOCATION: In person, LA Office. 9am-6pm Monday-Friday + 1 Saturday/month for Clinic

DATE: January 2025

BENEFITS: Full Medical, Vision & Dental Insurance, Employee Discount, 401k Eligible Matching, Paid Time Off, Company Holidays


POSITION SUMMARY

The Treatment Coordinator Assistant (TCA) provides vital administrative, operational, and sales support to the Treatment Coordinator (TC) within our non-surgical treatment programs. This role serves as a development pathway into the Treatment Coordinator position, with a targeted growth timeline of 6-12 months based on learning and performance to expectations. The TCA assists in managing patient communication, treatment planning, financial discussions, and follow-ups, while honing skills in customer service, sales strategy, and clinic operations. The ideal candidate is motivated, detail-oriented, and committed to professional growth, with a passion for patient care and aesthetic medicine.


SCOPE OF POSITION

The TCA ensures seamless patient treatment coordination through effective follow-ups, CRM management, and detailed tracking of patient journeys. This role involves building strong patient relationships, driving sales strategy, maintaining accurate records, and ensuring patients make informed financial and treatment decisions. The TCA will collaborate with the TC to achieve clinic goals while growing into an independent Treatment Coordinator role.


KEY JOB RESPONSIBILITIES

Administrative Support and Documentation Management:

  • Daily CRM Management: Update and maintain a master list of patients, treatment plans, reminders, and notes to ensure all patients remain on track throughout their treatment journey.
  • Customer Service & Follow-Ups: Conduct follow-up calls and emails to confirm understanding of treatment plans, answer patient questions, and resolve concerns promptly.
  • Running Lists & Analytics: Maintain detailed, actionable running lists of patient data, allowing for sales analytics, progress tracking, and goal-setting to support clinic revenue objectives.
  • Documentation: Ensure all treatment plans, quotes, and communications are documented accurately in CRM systems (e.g., Salesforce, EMA, EMR). Generate and send out detailed quotes and documentation as directed by the TC and medical team.
  • Call Management: Regularly connect with patients to address pre-treatment and post-treatment needs, ensuring timely reminders and comprehensive preparation for upcoming appointments.


Patient Coordination and Follow-Up:

  • Point of Contact: Serve as the primary contact for patients between consultations and treatments, ensuring their logistical and emotional needs are met.
  • Treatment Education: Explain the full process of each planned treatment, including medications (if applicable), risks, benefits, and alternatives, to help patients make educated decisions.
  • Financial Guidance: Assist patients in understanding quotes, collecting payments, and exploring financing options. Clearly articulate the financial obligations and payment timelines associated with their treatments.
  • Engagement: Collaborate with the TC to monitor patient progress, confirm appointments, and keep patients engaged in their treatment plans through proactive communication and follow-ups.


Sales Strategy and Goal Achievement:

  • Sales Analytics: Utilize patient lists and CRM data to drive sales strategies, track key metrics, and hit established revenue and performance goals.
  • Quote Creation: Assist in creating and presenting treatment quotes, ensuring patients fully understand the scope and value of their selected treatments.
  • Goal Alignment: Align with the TC to execute strategies that optimize patient satisfaction and clinic profitability.


Collaboration with Medical and Sales Teams:

  • Work closely with the TC, medical team, and skincare staff to coordinate appointments, treatments, and post-procedure care.
  • Ensure that all patient needs are addressed efficiently and that appointments are seamlessly managed to maintain optimal clinic flow.
  • Provide administrative support to streamline clinic operations and enhance the patient experience.


Patient Experience and Quality Assurance:

  • Conduct post-treatment calls to assess patient satisfaction and resolve concerns in collaboration with the TC.
  • Maintain professionalism and empathy in all patient interactions, reinforcing the clinic’s reputation for exceptional care.
  • Gather and document patient feedback to identify opportunities for improvement in processes and services.


Continuous Improvement and Personal Development:

  • Stay informed about the clinic’s treatment offerings, technologies, and best practices to support patient education and clinic goals effectively.
  • Embrace feedback and actively seek out opportunities for learning and professional growth, including preparation for the Treatment Coordinator role.
  • Develop a sales-driven mindset, focusing on treatment knowledge, financial discussions, and increasing patient satisfaction and clinic revenue.


ADDITIONAL REQUIREMENTS

  • Undergraduate degree or relevant work experience (preferred but not required).
  • Strong organizational skills with the ability to manage multiple tasks simultaneously.
  • Excellent communication and interpersonal skills, with a focus on building positive relationships with patients and team members.
  • Experience in a medical or aesthetic practice is a plus.
  • Proficiency in using CRM software (Salesforce, EMA) and other administrative tools is preferred.
  • Passion for patient care, professionalism, and commitment to delivering high-quality services.
  • Ability to work independently and collaboratively in a team-oriented environment.
  • Coachable, sales-focused, and driven to grow into the Treatment Coordinator role.

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