Med-Spa Call Center – Communications – Donaldson Plastic Surgery – Dublin, OH

About Donaldson Plastic Surgery

Donaldson Plastic Surgery & Aesthetic Solutions (“Donaldson”) provides surgical and non-surgical treatments to empower you to unleash your inner confidence and bring out the very best version of you. We celebrate the uniqueness of each patient’s journey and provide an uplifting, empowered environment at the intersection of medical and boutique retail — not a spa, and not a stuffy doctor’s office.

We keep it real. We resemble our patients who are smart and active and down-to-earth, with families and hobbies and multiple interests. We identify with our patients’ concerns, understand their perspectives and are here to help. We take our jobs seriously and do not treat medical aesthetics like reality TV. And because we understand the mind-body connection, we see the whole person — not just a body part or a quick-fix procedure.

Patient Communications Coordinator Overview

As a Patient Communications Coordinator you create an inviting experience for every patient and potential patient interaction. Focused on managing phone calls and online inquiries, Patient Communications Coordinators are responsible for the first impression made by our practice and the voice used to maintain our valued patient relationships.

A successful candidate for the Patient Communications Coordinator will have a passion for making connections happen. They are energized by the follow up necessary to coordinate schedules and meet the needs of every patient. Bringing an analytical energy, the Patient Communications Coordinator will use historic performance to create innovative solutions to scheduling objectives. Urgency is a critical trait that will ensure consistent success. Ultimately, a successful candidate will be invigorated by the opportunity to inspire confidence everyday.

Core Responsibilities

· Engage potential clients by explaining and promoting services through diligent lead management, following up with all outreach that comes to the Practice on a daily basis and recording all lead follow-up efforts.

· Follow phone script and recommendations when interacting with patients to guide them into booking a consultation; work with others on the team to improve booking success based on metrics.

· Build strong relationships with patients, serving as a steward throughout the consultation and scheduling process.

· With other Communication Coordinators, schedule appointments and maintain an organized and methodical approach to patient communications.

· Take patient payments as required, ensuring all information is gathered and recorded accurately and updating the patient chart to reflect payment.

· Manage any arising issues with scheduling or patient flow, including assisting in rescheduling efforts and in backfilling canceled appointment slots.

· Accurately record all patient data in EMR and other applicable programs, including assigning paperwork and tasks for patients to complete in relevant programs.

· Identify missing paperwork or data in a timely manner prior to appointments and follow up with patients or others within the Practice to ensure files are complete and compliant.

· Serve as “consultation concierge” immediately prior to virtual consultations, working with patients to ensure that their technology is working and they are ready to go for their consultation with the surgeons.

· Lead phone efforts, answering all calls within 3 rings, adhering to call framework, and promptly returning voicemails; escalate medical issues to others as needed.

· Enhance client experience by monitoring and responding to reviews posted by clients or patients, addressing issues discussed or highlighting the successes achieved at Donaldson.

· Hand write thank-you notes to potential patients.

· Participate in Practice events and assist in planning and promotional activities.

· Manage the office shared information@ inbox and respond to patients’ emails in a friendly, timely manner.

· Scan in paper documents and ensure they are accurately added to the relevant patient’s chart.

· Maintain highest levels of confidentiality according to Practice guidelines.

· Independently establish own processes to organize unfinished tasks, prioritize what needs done first, and then move forward with completing things in a timely manner.

· Help others in the office with various administrative tasks, such as faxing, printing, etc.

· Other duties as assigned.

General Responsibilities

· May aid in client-stewardship, including greeting clients upon arrival, escorting to rooms, providing water or other items as client may need, and escorting to the front upon completion of appointment.

· With team, occasionally turn rooms around in between clients; ensure that room is tidy, robes are back in place, and that the room is prepared for the next client’s arrival.

Desired Experience and Education

· HS Diploma Required

· 1-2 years of customer service/call center experience preferred.

· Demonstrated strong written communication skills.

· Demonstrated superb customer service skills in a high-touch environment.

FLSA STATUS: Full-time or part-time, non-exempt employee.

LOCATION: Based in Columbus, OH at corporate office

TRAVEL: Less than 10%

REPORTS TO: Communications Manager

DIRECT REPORTS: N/a

Job Type: Full-time

Pay: $16.00 – $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Writing skills: 1 year (Preferred)

Work Location: One location