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Patient Care Coordinator

4 months ago

Mountain View, United States California Skin Institute Full time

**Achievement Focus - **Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals

**Position Summary**:Educates patients and potential patients regarding cosmetic services available at California Skin Institute. Works with existing and potential patients to identify opportunities for additional services. Guides patients through cosmetic procedures, informing about cost, downtime, etc. Schedules procedures and works closely with providers. Manages patient expectations and functions with a very high level of customer service. Works with a team of CSI PCC’s to achieve training and consistency amongst all CSI offices.

**Essential Duties and Responsibilities**:To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Responds to, monitors and follows up on patient inquiries. Routinely contacts potential patients as appropriate with the intent of generating additional patient encounters and encourages patients’ consideration of future services.
- Coordinates pre-procedure and post-procedure patient training, patient instructions, and office visits along with price quoting.
- Using the NexTech system, schedules cosmetic appointments, evaluations and follow-ups, monitors patient follow up lists and contacts patients/potential patients in accordance with Aesthetics Department guidelines.
- Reserves and confirms correct lasers/devices in Nextech (when appropriate) by location and looks ahead in the schedule to communicate and anticipate any issues
- Monitors patient financial balances including ensuring services are prepaid and balances aren’t outstanding. Collects payment if necessary. Assists patients with inquiries related to balances, package pricing, etc.
- Schedules IV sedation or general anesthesia, circulating RN and scrub tech and lunch relief for procedures. Confirms all parties via Outlook invitation and booking in Nextech.
- Secures signed Physician-Patient Arbitration Agreement and consent forms at the pre-operative visit, provides pre-operative clearance forms, lab slips, etc. and takes pre-operative photographs for clinical records when necessary.
- Utilizes Health Gorilla as necessary prior to surgery to gain MD approval for labs.
- Follows up with patient following procedure (includes sending flowers, follow-up cards, etc.).
- Problem solves any cosmetic issues and related scheduling.
- Responsible for coordinating and assisting with aesthetic events, including but not limited to daytime product specials, evening open houses and the semiannual Gala.
- Works with Director of Aesthetics and Marketing to identify, plan and staff community outreach and networking events.
- Works as a team with other CSI PCC’s to cover cosmetic providers in various locations.
- Consistently achieves sales and closing ratio goals as established by the Director of Aesthetics.
- Other duties as assigned

**Competencies**:To perform the job successfully, an individual should demonstrate the following.

**Adaptability**:

- Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.

**Communication - **Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods

**Customer Service**- Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service

**Planning & Organization** - Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner

**Problem Solving **- Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations

**Sales Skills**:

- Achieves sales goals. Initiates new contacts. Maintains customer satisfaction. Maintains records and promptly submits information. Overcomes objections with persuasion and persistence.

**Consultative Selling** - Applies product and market knowledge effectively. Asks questions to discover client business needs. Builds rapport and establishes trust. Manages and documents sales process. Presents solutions that meet customer objectives. Qualifies potential customers.

**Qualifications**:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are