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2021-02-12 2021-05-15T00:00:00Z Job Snob

Full Time

Cedar Park

Job Summary: 

The client care coordinator (CRC) conducts effective and informative client consultations based on the needs and objectives of the patient. The CRC is responsible for promoting the medical practice products, procedures and services through education, patient outreach, and strong skills in consultative selling. The role of the CRC is to achieve business growth by overseeing the sales of treatments, procedures and products, meeting and exceeding goals of the physicians and implementing strategic plans that meet the needs of the customer/client.

Duties and Responsibilities:

  • Accomplishes revenue objectives by meeting or exceeding daily, weekly, and monthly goals.
  • Accomplished conversion and expansion objectives by:
    • Tracking, reviewing, and analyzing metrics including number of consultations conducted, number of consults closed, and the revenue per closed consultation. This is required monthly.
    • Continually working on skills such as patient needs assessment, building rapports, consultative selling, treatment and procedure knowledge and presentation, and overcoming objections made by the client.
    • Being fully educated on all products, procedures, treatments, programs and promotions offered in the practice and having the ability to be clear and effective when communicating and educating patients.
    • Skillful and knowledgeable to educate and inform patients on pre-treatment preparation and post treatment care.
    • Being fully informed and abreast of all financing options available.
    • Following all standard protocols for consultations in an efficient and timely manner.
    • Conducting confirmation calls, follow up emails, and post treatment consultations.
    • Conducting quarterly retention analysis reports and developing strategic plans.
    • Tracking monthly consults to conversion ratios for quantitative analysis.
    • Calling all online leads within 1 hour of receipt into the practice.
  • Achieves business growth objectives by developing business partnerships and relationships via community outreach, presentations at local businesses, distribution of materials and development of referral programs.
  • Achieve Marketing Objectives by:
    • Implementing all marketing plan initiatives and programs offered within the practice.
    • Making recommendations for marketing plans and promotions that attract and retain patients.
    • Managing office programs such as treatment plans, reminders, referrals, birthdays, loyalty programs.
    • Work closely with management, marketing department and website/social media third party vendors
    • Plan and implement virtual or live events for the practice.
    • Creating Monthly Specials and Marketing campaigns
  • Provides information to the physicians and management by:
    • Proper use of EMR and or all patient management software systems/point of sales and running monthly analytical reports based on business.
    • Tracking success of marketing campaigns and return on investment for each initiative.
    • Tracking personal performance and activities related to the physician’s surgical goals, as well as the office overall goals for non-surgical and skin care treatments.
    • Acts as a liaison between the surgical and aesthetics practice to cross promote business between the two practices.
  • Contributes to the Overall Business Operations by:
    • Front Desk Triage and Booking appointments- Ensuring that all phone calls are answered and all questions for clients are appropriately answered. Booking client appointments and providing the first point of contact for the patient. It is expected that the CRC is a representative of our practice. The CRC will be the first contact into the practice.
    • Communicating in a friendly, personal and respectful manner with all patients and staff members.
    • Making quick and timely responses to all personal and patient inquires.
    • During COVID-19- making sure that all temperature checks and screening questionnaires are administered prior to any treatment rendered
  • Protects the business by always consulting with the clinical staff on proper treatment protocols for various medical conditions.
  • Uses appropriate tools necessary to provide a thorough consultation, including but not limited to patient pads, photo’s, mirror, assessment form and or any educational tool that is relevant prior to appointment or during the consultation.
  • Enhances knowledge and skills by attending training seminars as required, reading professional publications, participating in professional organizations and watching/reviewing any online sales courses provided.
  • Prepare daily batches accurately and assist in inventory analysis
  • Keeps the office clean and tidy. Cleaning coffee bar weekly.
  • Makes sure that the daily operations run smoothly especially during client visits.
  • Makes sure all clinicians provide an excellent experience to our clients.
  • Address concerns of the client to the appropriate provider for immediate resolution to ensure patient satisfaction.

Position requirements: 

  • Must be articulate, personable and possess excellent communication skills.
  • Enjoy working with people and have experience in a consultative sales environment.
  • Excellent writing skills and ability to assist in marketing efforts including but not limited to social media, email blasts, printed marketing materials and written communication with clients.
  • Sound listening and customer service skills.
  • Ability to comprehend and analyze data and metrics.
  • Excellent Computer Skills
  • Must be a team player with a positive attitude.
  • Willingness to succeed and grow individually as well as part of a team.
  • Appearance is professional and presentable at all times to properly reflect the concierge aesthetic atmosphere of the practice.
  • Detail-Oriented
  • High Moral and Ethical Values
  • Willing to take on any additional jobs in the practice as needed from time to time

Requirements:

At least 1 year working in an aesthetics, plastic surgery or cosmetic dermatology practice.

Retail and Sales Experience a plus.

College education or at least 3 years equivalent sales and customer service experience preferred.

Only candidates can apply for this job.
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