Patient Experience Specialist (PES)

Job Summary

Required Qualifications

• •Prior knowledge and experience working in a health care setting, preferably in a MedSpa or Plastic Surgery Facility
• •An organized, self-motivated individual who works with a sense of urgency, can work independently and with others, and who prioritizes work
• •This level of knowledge is normally acquired with the completion of an associate degree and 2-4 years of related work experience, or the equivalent work experience without education
• •Demonstrates excellent interpersonal communication skills to facilitate effective interaction with a variety of health care professionals and patients, as well as BCAPS employees, partners, and leaders
• •Work with minimum supervision and to prioritize work to achieve BCAPS goals and meet deadlines
• •Essential functions of this position include remaining at a workstation for prolonged periods or moving between work areas for extended portions of the workday, with or without reasonable accommodation
• •Working knowledge of Microsoft Programs including Outlook, Word, and Excel
• •Keyboard skills of 50 words per minute minimum
• •Work and communicate effectively and efficiently in stressful situations
• •Operate computer and various software packages, including a working knowledge of electronic medical records
• •Operate general office equipment such as a copy machine, fax machine, and other common office equipment
• •Basic problem solving and troubleshooting skills to handle emergent issues
• •Perform basic mathematical calculations, including addition, subtraction, multiplication, division, and percentages
• •Familiarity with medical terminology is preferred
• •Show up professional and SHOW READY per BCAPS attire standards
• •Complete required compliance training and understand all HIPAA requirements to ensure private health information remains confidential
• •First Responder to all incoming phone calls, texts and email communication
• •Responsible for patient interaction and conversion reporting via multiple resource sites
• •Perform daily audits and distribution of all Infomail correspondence
• •Schedule patients for aesthetic treatments with over 15 providers
• •Educating patients on our Financial Policy by appropriately explaining loyalty rewards (Alle, Aspire, Xperience, Merz), discounts, and current marketing promotions
• •Educate patients and promote our financing options through PatientFi and Care Credit
• •Recommend 'Best Practices' to management and assist in implementing best practices as requested by the leadership team
• •Remain up to date on all technologies, treatments, and products offered at BCAPS, as well as surgical procedures at New Vista Surgical Suites (NVSS)
• •Ensure a patient's profile is accurate by updating Nextech with recent demographic changes and assist patients with completing the required paperwork in their Patient Portal
• •Review patient phone calls using Patient Prism to enhance self-education and ensure accuracy in reporting
• •Responsible for learning the Practice Management Software, Nextech
• •Proactively collects surgical and non-surgical payments 3 weeks before the appointment in adherence with the Financial Policy
• •Report Adverse patient and provider experiences daily to Office Manager, both verbally and in writing
• •Educate patients on key procedures and protocols prior to scheduling to exceed patient results (Neograft, Keravive, CO2RE, recommended products prior to treatment, etc.)
• •Review pre-payment reports daily for BCAPS House Account and collaborate with the Patient Billing Specialist to schedule patients for pre-banked treatments purchased as part of a package
• •Actively engages and seeks ongoing education/training whether it be company directed or on an individual basis as per internal policy
• •Honest, trustworthy, and ethical to build and preserve strong patient and team relationships
• •Willing to continuously improve and possess an eagerness to learn new skills and techniques
• •Available for special projects as designated by the Management Team
• •Work requires frequent and constant listening, talking, bending, and walking
• •This position requires standing for up to 100% of the workday
• •Work requires finger dexterity and eye-hand coordination to operate office equipment
• •Based on the OSHA guidelines for protection against occupational exposure to hepatitis and HIV, this position is described as Category IV
• •This position has low risk exposure to blood and body fluids
• •Policies are in place for Universal Precautions identifying risks and appropriate barrier protection
• •Work requires occasional travel within the city to carry out errands associated with this position
• •Ensure a highly relational, warm, and engaging patient experience by fostering meaningful connections with Bengtson Center and Symmetry Med Spa patients through texting and phone interactions
• •Prioritizes building trust and rapport while professionally and efficiently addressing patient needs, treatment questions and credentialing our surgeons and providers
• •Responsible for maintaining accurate and confidential patient files in compliance with HIPAA
• •Manages and promptly distributes daily correspondence received via fax, email and text messages, ensuring seamless communication within the practice
• •A strong commitment to self-education is essential for developing a comprehensive understanding of all surgeons within the practice, including their backgrounds, expertise, and specialties
• •Acquire in-depth knowledge of all surgical procedures, non-surgical treatments, skincare options, and retail products offered to effectively promote cross-disciplinary opportunities within the practice and provide the highest level of support and service
• •Possesses a strong foundation in marketing knowledge to leverage the YouTube library to self-educate on relevant topics, ensuring the ability to proactively share educational links and resources with patients by sending curated website pages and videos to enhance the patient's overall experience
• •Collaborate with the patient billing specialist and accounting staff regarding patient questions
• •Provide concierge service to patients by having complete knowledge of the practice and ability to credential our practice, surgeons and providers, non-surgical and surgical procedures, and skincare products
• •Ensure patients are well-prepared and informed ahead of their appointments by sending friendly reminders regarding pre-treatment planning and what to expect, fostering both trust and optimal outcomes

Desired Qualifications

• •Knowledge of skincare treatments, products, non-surgical and surgical procedures is desired