Patient Care Consultant, Plastic Surgery

The Patient Care Consultant (PCC) will be responsible for one of our plastic surgeon's patient base and practice, representing our commitment to excellence and personalized care.  The PCC will also manage the lead generation for potential patients from initial inquiry to follow up.  Additionally, the PCC will perform administrative duties relevant to surgical operations.  This position includes surgery scheduling, appointment reminders, patient records upkeep, updating EMR systems and scheduling all aspects of a patient’s surgical procedure.

The Patient Care Consultant will work for Boston Center for Plastic Surgery, the premier cosmetic and plastic surgery practice in Boston.

Responsibilities:

• Engage in inquiries (phone, face-to-face, virtual) with potential and/or current patients from initial inquiry to follow up.
• Manage patient inquiries, consultations and subsequent follow-up in converting patients to surgery.
• Maintain and develop a patient pipeline and regularly follow up with prospective patients who did not move forward in their initial consultation.
• Re-engage patients who have undergone surgery or non-surgery treatments to bring them back into the office for continued treatments.
• Assist with marketing efforts of the surgeons to build patient base.
• Provide value and educate patients regarding our approach, the procedure and our processes, including all documentation and payment options available.
• Document any surgical quotes and communicate follow up with the clinical team at BCFFR.
• Communicate with the clinical team and provider regarding non-clinical circumstances affecting upcoming surgeries such as cancellations, patient updates, clinic updates and staffing.
• Communicate with offsite surgery center regarding booking of OR time and coordination of upcoming surgical patients.
• Communicate via telephone and email with patients regarding any surgical correspondence as needed, including pre and postoperative instructions. 
• Coordinate patients pre and post procedure appointments.

Minimum Qualifications:

• Bachelor’s degree in healthcare administration, business or related field preffered.
• Must have previous experience working in a cash based healthcare environment such as plastics or aesthetics.
• Proven experience in a customer facing role is required.
• At least two years’ experience in healthcare preferred.
• Ability to present prices confidently and ask patients to book procedures on the spot.