Job: Patient Experience Coordinator
Overview
The Patient Experience Coordinator serves as a key liaison between the med spa and patients, ensuring a seamless and positive experience from initial contact through post-treatment follow-up. This role focuses on providing exceptional customer service, managing patient inquiries, and enhancing overall satisfaction.
Responsibilities
Patient Relations
· Serve as the primary point of contact for patients, addressing inquiries, scheduling appointments, managing patient communication via phone, email, text and in-person interactions, and ensuring a seamless check-in / check-out process.
· Cultivate positive relationships with patients, ensuring their comfort, satisfaction, and understanding of available treatments and services.
Appointment Coordination
· Schedule and coordinate patient appointments, consultations, and follow-up visits while optimizing providers’ schedules for efficient patient flow.
· Provide detailed information about treatments, pre-appointment instructions, and necessary documentation to patients.
Customer Service and Support
· Ensure a welcoming and accommodating environment for patients, managing reception areas, and waiting rooms to create a pleasant experience.
· Address patient concerns, resolve issues, and escalate matters when necessary to ensure patient satisfaction.
Administrative Support
· Maintain accurate patient records, including personal information, medical history, consent forms, and treatment plans in compliance with clinic policies.
· Participate in daily operations activities such as: electronic record keeping, inventory, ordering front office supplies, restocking, and maintaining brand cleanliness standards
Patient Education and Follow up
· Educate patients about procedures, treatments, and aftercare instructions, ensuring they have a clear understanding of the process.
· Conduct follow-up communications with patients’ post-treatment to assess satisfaction, address concerns, and maintain ongoing relationships.
Other responsibilities include:
· Collaborate with clinical and administrative staff to ensure efficient patient care and seamless operations.
· Communicate effectively with team members, providing feedback and suggestions for improving patient experiences.
Qualifications
· Previous experience in a customer service or patient coordination role, preferably within a healthcare or aesthetics setting.
· Strong interpersonal and communication skills, with a focus on providing exceptional customer service.
· Excellent organizational abilities and attention to detail in managing patient schedules and records.
· Proficiency in administrative tasks, including using software for appointment scheduling and maintaining patient databases.
· Empathy, professionalism, and the ability to maintain confidentiality in patient interactions.
· Flexibility to adapt to a dynamic and fast-paced environment.
