Patient Experience Liaison

Charlotte, NC . Paviol Dermatology

Full-time

A dynamic professional responsible for providing excellence in patient services at all levels. This position requires commitment to patient satisfaction in our mission of helping patients finding their best self. This position thrives in understanding the importance of the patient’s experiences and education as valuable tools in their decision of trusting us in their care. We are looking for a team player with insights on branding and a balanced approach to a service and sales strategy that can support the growth of our Center.

• Maximize patient access and scheduling while safeguarding the efficiency of physicians and provider�s time.
  
• Optimize best strategies to handle increase demand in patient lead management through various reporting tools, online requests, as well as incoming calls for new and existing patients requesting appointments.
  
• The position also works with Front End staff for capturing and verifying patient demographic and insurance data, as well as determining the patient�s responsibilities before the patient pre-visit and posting and applying co-payments, cash payments, and credit card payments.
  
• Manage patient flow, creating and sustaining a positive patient experience.
  
• Present a professional, polished, and positive image to patients, visitors, and staff.
  
• Greet patients and provides/collects initial documentation forms to complete.
  
• Escort and introduce new patients to the Medical Director/Provider.
  
• Communicate relevant patient information to the Medical Director and Providers as necessary, e.g., patient concerns, expectations, etc.
  
• Create, present, and review detailed, accurate treatment plan quotes with patients.
  
• Educate patients on practice special promotions and program rewards.
  
• Answer questions that patients may have regarding procedures, pre-and post-treatment instructions, and any other question concerning their visit.
  
• Serve as a primary point-of-contact for all cosmetic inquiries.
  
• Work in collaboration with practice's marketing consultants to maximized conversion rate.
  
• Review reports daily for converted and unconverted leads to ensure alignment with practice scheduling operational practice.
  
• Continuously monitor the schedule and open access to other patients.
  
• Responsible for follow-up of all appointments, no-shows, cancelations, and non-converted consultations. Implement recall strategies with management and together determine further actions.
  
• Complete follow-up correspondence with cosmetic patients, as appropriate
  

College-level coursework; Bachelor’s degree preferred

Minimum of three to five years of aesthetics experience, with one year of experience in a cosmetic dermatology setting preferred (plastic surgery experience will be considered).

• Ability to collaborate with all levels of front end and back end to meet scheduling needs.
  
• Ability to analyze data reports and make recommendations for improvement.
  
• Ability to competently use Microsoft Office, including Word and Excel.
  
• Ability to effectively deal with phone calls, in-office patients, staff, and others pleasantly.
  
• Practice telephone etiquette.
  
• Ability to establish/maintain cooperative working relationships with staff and providers.
  
• Ability to competently use Microsoft Office, including Word and Excel, and PM practice software.
  
• Ability to prioritize.
  
• Require proficiency in general office automation including operation of fax machines, copy machines, adding machines, postage machines, and multi-line phone systems.
  
• Require a good understanding of the current OSHA, and HIPAA regulations.
  
• Require a high degree of organization, accountability, and transparency of work.
  

• Knowledge of PM scheduling systems.
  
• Knowledge of the patient's financial clearance process.
  
• Knowledge of dermatology terminology and cosmetic procedures for interpreting clinical staff instructions.
  
• Knowledge of confidentiality requirements related to patient information.
  
• Knowledge of customer service principles and techniques.
  
• Skills in sales
  
• Skill in communicating effectively with physicians/providers about scheduling preferences.
  
• Skill in adapting a well-spoken communication style to interact with a variety of personality and cultural backgrounds.
  
• Skill in maintaining a master appointment schedule via manual or computerized means.
  
• Skill in producing reports about appointment patterns, leads management and conversion rates.
  

Normal office environment.

Variety of activities including sitting, walking, bending, reaching. Must be able to stand for 2-4 hours while making presentations. Occasionally mush push/lift/carry equipment and materials.