JOB DESCRIPTION:
POSITION: Patient Care Coordinator – Gawley Plastic Surgery
REPORTS TO: Office Manager
JOB SUMMARY: The Patient Care Coordinator is the point of contact between new patients and the medical provider. Responsible for scheduling all surgical appointments, communicating with patients, and ensuring compliance with OSHA and HIPAA. Our ideal candidate is a well-rounded person with outstanding communication skills and experience in cosmetic surgery sales and patient acquisition; an individual who is a self-starter with the passion to excel in everything they do. Someone comfortable working in a high-energy environment, with the ability to manage and prioritize multiple tasks. The PCC is a key link in our relationships with new leads and consultations and must have the ability to connect with patients on the phone and in person on an intensely personal level to instill trust and confidence.
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Ultimately, the Patient Care Coordinator is responsible for converting consultations into booked procedures to support the clinic in achieving its revenue targets. Due to the nature of the position, the work must be completed in the clinic (not remotely).
EDUCATION AND EXPERIENCE:
· College degree preferred
· Minimum of 5+years of experience in the plastic surgery field
· 5+ years of customer service experience
· Experience in sales and comfortably discussing money with patients
ESSENTIAL SKILLS AND ABILITIES:
· Excellent people and customer service skills
· Strong organizational skills and attention to detail
· Strong communication skills, with the ability to multi-task and problem-solve
· A professional and outgoing demeanor
· Empathetic with patient’s needs and concerns
· Have a strong understanding of all the medical procedures and products offered at their location
· Well-versed in the plastic surgery field and skin care and must have a can-do attitude
· Experience using an EMR and CRM tool
· Proficiency in Microsoft Office and Google Suite
· Ability to achieve defined targets and KPIs
· Ability to work independently and as part of a team, self-motivation, adaptability, and a positive attitude
· Ability to learn new techniques, perform multiple tasks simultaneously, keep accurate records, follow instructions, and comply with company policies
RESPONSIBILITIES:
· Following our lead journey process
· Focusing on quantity: reaching a target number of conversations on a daily/weekly/monthly basis
· Focusing on quality: having meaningful conversations with prospective patients and booking them for procedures
· Gathering and documenting information through our EMR and CRM tools
· Pre-call new consultations 1 week before appointment
· Keep an up-to-date and accurate record of collections and conversion rates
· Answering warm calls from our intake team; Communicating with prospective patients via text, email, or over the phone
· Providing accurate pricing estimates
· Take before and after photos of patients
· Assisting in any administrative sales tasks as needed (i.e. patient financing, pre- and post-procedure forms, etc.)
· Schedule surgical appointments for all physician providers according to urgency while taking into consideration the physicians’ schedules and the standard times required to perform the surgical procedures.
· Ensure that consent forms, referrals, labs, financial deposits, and other related documents are in order and signed as required before the surgery date
· Assist doctors in consultations and follow-ups
COMPENSATION:
· Comprises a combination of salary rate plus performance-based incentives. Benefits are provided for full-time employees.
COMPANY PERKS & BENEFITS:
· Health Benefits: 100% company-paid medical, dental, vision, for individual employees and their dependents
· Stocked Kitchen: Free coffee, sodas, and snacks in all locations for our employees to enjoy!
· Paid Time Off: Competitive paid vacation and sick time plans as well as paid Company Holidays
· Culture: Fun company culture! We treat our teams to office lunches and dinners, extend competition-friendly incentives, birthday and holiday celebrations, etc.
· Growth: Being part of a growing organization and all the opportunities that come with our growth including ongoing training and education benefits.
BASE SALARY:
PCC employees receive a base salary predicated on years of experience and full-time employment. Full-time employment is defined as 40 hours per week (bi-weekly pay period; i.e. 80 hours per pay period). Employees contracted to work less than the standard 80-hour pay period will have their base salary prorated accordingly. (Ex: Employee contracted to work weekdays but takes alternating Fridays off; 72 hours per pay period is equivalent to 90.00% of full-time employment). Base Salary allocation will follow the below matrix:
YEARS OF EXPERIENCE BASE SALARY
0-5 $ 40,000
5-10 $ 60,000
10+ $80,000
COMMISSION COMPENSATION:
Employees receive commission compensation paid quarterly when gross collections for surgical services meet quarterly thresholds. The quarterly threshold will follow the below matrix. Employees contracted to work less than the standard 80-hour pay period will have their threshold prorated accordingly.
Services are defined as cosmetic surgical procedures (non-insurance) rendered at Gawley Plastic Surgery. The commission schedule is based on a calendar quarter and not the employee’s start date. For employees. commencing employment intra-year, a prorated threshold will apply for the initial quarter and initial year of employment.
- .05% of Gross Collections between $750,000 quarterly / $3M annual revenue (equivalent to $15,000 commission annually)
- 1.0% of Gross Collections between $750,001 - $850,000 quarterly / $3M-$3.4M annual revenue (equivalent to $15,000 - $34,000 commission annually)
- 1.5% of Gross Collections between ($850,001 - $950,000+ quarterly / $3.4-$3.8M+ annual revenue (equivalent to $34,000 - $57,000+ annual commission)
At year-end, gross collections will be reviewed and a retroactive true-up bonus of .05% will be provided to PCC employees who achieve above the $5M total annual revenue threshold.
EXAMPLE:
The following scenario illustrates the bonus true-up program. If at the end of a calendar year, a PCC employee has generated cumulative gross collections of $5,000,000 the employee will receive a true-up bonus for the full year at .05% (reduced by both the bonus compensation paid at each quarter end and the [base] salary draw).
Annual Gross Sales $ 5,000,000 $6,000,000 $7,000,000
Base Salary $60,000 $60,000 $60,000
Bonus Paid YTD @ 1.5% $75,000 $90,000 $105,000
True-Up Bonus at Year End .05% $25,000 $30,000 $35,000
Total Compensation $160,000 $180,000 $200,000
If employment at the company ceases before a calendar year-end, including as may be the case upon the employee’s own resignation, any accrued true-up bonus will be forfeited by the employee. In the event a quarterly bonus was not achieved (i.e., due to illness, vacation, fluctuation in the schedule etc.) – but total 12-month gross collections were above the target annual $5M threshold, a true-up bonus will still be made based on annual cumulative gross collections.
The company reserves the right to adjust the above target thresholds and percentages if / when management deems prudent (e.g., the company increases prices for procedures).
Job Type: Full-time
Pay: $60,000.00 - $160,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Healthcare setting:
Medical specialties:
Schedule:
Experience:
- Customer service: 5 years (Preferred)
- Medical terminology: 5 years (Preferred)
- Computer skills: 5 years (Preferred)
Ability to Commute:
- Scottsdale, AZ 85260 (Required)
Ability to Relocate:
- Scottsdale, AZ 85260: Relocate before starting work (Required)
Work Location: In person