Patient Concierge Specialist

Job Details: Job Location: Headquarters

• BATON ROUGE, LA, Position Type: Full Time, Education Level: High School, Salary Range: Undisclosed, Travel Percentage: None, Job Category: Customer Service, Position Summary: The Patient Concierge Specialist in a plastic surgery clinic is responsible for providing exceptional customer service to current and prospective patients. This position involves handling inbound and outbound calls, responding to patient inquiries, scheduling consultations, and assisting with administrative tasks. The ideal candidate will have excellent communication skills, an understanding of non-surgical & aesthetic services, and a professional demeanor while interacting with patients.

Key Responsibilities

Patient Inquiries: Answer inbound calls, respond to emails, and address inquiries related to non-surgical and aesthetic procedures. Consultation Scheduling: Coordinate and schedule consultations for non-surgical & aesthetic procedures with prospective patients, ensuring all necessary details are collected. Provide Information: Clearly explain the clinic’s services, procedures, and pricing.

Patient Support: Offer support to patients with concerns before or after procedures. Provide answers to frequently asked questions (FAQs) and connect patients to relevant medical staff when needed. Follow-Up Calls: Conduct follow-up calls to ensure patients are satisfied with their consultation or service, answer additional questions, and remind patients about upcoming appointments.

Data Entry and Record Keeping: Accurately input patient information into the clinic’s CRM system. Maintain confidentiality of sensitive medical information in compliance with HIPAA regulations. Appointment Reminders: Send reminders to patients about their scheduled consultations or surgery dates via phone, email, or text messages.

Promotional Support: Assist in promoting new services, special offers, or events related to the practice. Provide potential patients with details about the clinic's procedures and how they can benefit from them.

Qualifications

Minimum Qualifications: Education: High school diploma or equivalent Experience: Previous experience in a call center or customer service role Preferred Qualifications: Education: associate degree or higher preferred. Experience: experience in a healthcare setting, particularly in plastic surgery or medical field, is a plus.

Skills: Excellent verbal and written communication skills. Strong interpersonal and customer service skills. Ability to handle sensitive and confidential information in compliance with HIPAA. Knowledge of medical terminology related to plastic surgery is preferred. Ability to multitask, manage time effectively, and work in a fast-paced environment.

Proficiency in using CRM software, phone systems, and Microsoft Office Suite (Word, Excel, etc.) Work Environment: The position is typically based in an office environment within the plastic surgery clinic. Willingness to work flexible hours, including evenings or weekends, depending on patient needs. Additional Requirements: Ability to remain calm and professional when dealing with patient concerns or sensitive situations.

A proactive attitude, with the ability to anticipate patient needs and offer timely solutions. Experience working in a medical or healthcare setting, especially in a call center, is highly preferred. Physical Requirements: Ability to sit or stand for extended periods while working at a desk or computer. Occasional lifting of files or office equipment up to 10-15 lbs.