Patient Experience Specialist (PES)

Are you passionate about making patients feel seen, heard, and cared for from their very first interaction? Our dynamic, high-touch aesthetic plastic surgery practice is seeking a warm, organized, and proactive Patient Experience Specialist (PES) to join our team.

Located in our beautiful flagship facility at 2155 East Paris Ave in Grand Rapids, our expert team — led by Drs. Bengtson, Alfonso, and Horriat — serves patients from across Michigan, the United States, and beyond. We specialize in surgical and non-surgical solutions designed to meet each patient’s unique aesthetic goals.

As we continue to grow, we’re looking for a highly relational Patient Experience Specialist to play a vital front-line role. This individual is often the first voice or message patients hear, and we rely on their attentiveness, empathy, and strong communication skills to create a seamless, supportive experience from the very beginning.

This role is ideal for someone who is:

• Naturally warm, personable, and detail-oriented
• Tech-savvy with strong communication and organizational skills
• Self-motivated and proactive, yet thrives as a team player
• Passionate about aesthetics, skincare, and patient education

The PES supports our patients by responding to calls, texts, and emails, educating them on our services, credentialing our expert providers, assisting with appointment scheduling, and ensuring they feel fully prepared ahead of each visit. This role blends administrative skill with concierge-style service, making each patient interaction feel personal and exceptional.

If you love helping others, have a strong grasp of professionalism and polish, and are eager to learn and grow in a collaborative, fast-paced medical aesthetics environment—this could be the perfect opportunity for you.

This is a part-time or full-time position (20-40 hours/week). We are flexible and seeking the right person for this role.

JOB SUMMARY:

• Ensures a highly relational, warm, and engaging patient experience by fostering meaningful connections with Bengtson Center 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.

EDUCATION AND EXPERIENCE:

• Prior knowledge and experience working in a health care setting, preferably in a MedSpa or Plastic Surgery Facility.
• Knowledge of skincare treatments, products, non-surgical and surgical procedures is desired. 
• 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.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• 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.
• Ability to work with minimum supervision and to prioritize work to achieve BCAPS goals and meet deadlines.
• Ability to stand in place for prolonged periods.
• Strong working knowledge of Microsoft Programs including Outlook, Word, and Excel.
• Keyboard skills of 50 words per minute minimum.
• Ability to work and communicate effectively and efficiently in stressful situations.
• Ability to operate computer and various software packages, including a strong working knowledge of electronic medical records.
• Ability to 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.
• Familiarity with medical terminology is preferred.
• Ability to perform basic mathematical calculations, including addition, subtraction, multiplication, division, and percentages.

ESSENTIAL DUTIES & RESPONSILIBITIES:

• Show up professional and "show ready" per BCAPS attire standards.
• Effectively credential the practice, physicians, and providers to all patients.
• 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.

If you’re ready to make a real difference and be a part of our growing family, we’d love to hear from you! Send your resume to lisa@bcaps.com and help us create confidence, one patient at a time.