Treatment Coordinator

3 weeks ago

West Hollywood, United States Caliber Personnel Full time
Job DescriptionJob Description

The Treatment Coordinator is responsible for the cosmetic consultation and sales. The Treatment Coordinator provides an optimal patient experience through the promotion, sales and scheduling of cosmetic procedures and surgeries, as well as guiding patients on the Medical Director's cosmetic procedure recommendations and treatment plans.


Essential Duties and Responsibilities

  • Drive the conversion of consults into treatments

  • Increase the frequency of patient visits

  • Ensure all patients have follow-up plan in place

  • Re-engage with assigned book of patients regularly as assigned by management (minimum 15 re-engagements on days when Dr. is in the clinic, 30 re-engagements on days when Dr. is not in the clinic)

  • Ensure that skin care consults are scheduled with aesthetician / skin care specialist

  • Conversion of an average of at least 50% of new patient consultations to treatment

  • Consistently meet financial goals as set by management and the practice owner

  • Complete all tracking as assigned by management

  • Cross-sell different services and products available in the practice to new consults and existing patients

  • Respond to complaints from customers and give after-sales support when requested

  • Inform clients of unforeseen delays or problems

  • Assist in the preparation and organizing of promotional material or events

  • Utilize technology platforms as required by management

  • Ensure adherence to laws and policies

  • Check email, text, and phone daily and respond to new inquiries within 24 hours of receipt

    • Weekends and after hours: respond to patient inquiries on weekends and after hours. On the weekends, the expectation is that Treatment Coordinators will check messages and respond twice daily for themselves and their assigned counterpart (once in the late morning and once in the late afternoon) on their assigned day. Every employee gets one full day per weekend with no expectation of work

    • There is no expectation of work on paid holidays or on days when a staff member is using their paid time off (PTO). The Friday after Thanksgiving is not a paid holiday; if staff members would like to take the day off they must request PTO

  • Assist in the training of new TC team members and assist management in creating SOPs for the department

  • Obtain patient testimonials and call patients who have had treatments within 24 hours to ensure they are doing well and happy with their previous treatment. Review physician schedule in advance to prepare for each day

  • Procure patients for filming and other marketing activities as requested by management

  • Create and update medical records in the EMR as required in a timely fashion (same day as visit or treatment)

  • Document all substantive patient interactions in the notes section of the EMA

  • Manage schedule as needed - ensure patient appointments are scheduled correctly (treatment, numbing, photos, skincare, treatment duration, etc.) and reschedule appointments when necessary

  • Additional tasks as assigned by management

Required Knowledge, Skills, and Abilities

  • Proven experience in sales; experience as a surgical or non-surgical treatment coordinator or in other medical administrative positions will be considered a plus;

  • Good computer skills

  • Proficiency in English (Bilingual is a plus)

  • Well-organized and responsible with an aptitude in problem-solving

  • Excellent verbal and written communication skills

  • A team player with a high-level of dedication

Required Experience and Certification

  • College degree preferred

Required Education and Training

  • Sales experience required, cosmetic medical sales experience preferred

Required Physical Ability

  • Prolonged sitting, primarily at a desk and/or computer terminal

  • Prolonged standing for periods of time

  • Occasional bending, stooping, and stretching

  • Requires eye-hand coordination and manual dexterity sufficient to operate a computer, telephone, calculator and other office equipment.

  • Requires normal range of hearing and eyesight to record, prepare, and communicate in writing and verbally in person and by phone

  • Requires occasional lifting up to 25 pounds (camera/video equipment)

Required Mental Ability

  • Constant mental alertness; attention to detail and high degree of accuracy in completing all assignments is required

  • Must be able to follow oral and written instructions

  • Maintain a positive attitude

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