Cosmetic Concierge

The Cosmetic Concierge is responsible for providing and ensuring that our cosmetic patients receive excellent care, customer service, and follow-up before, during, and after treatment. Our practice comprises premier providers who want their patients to feel like each is their most important priority. The Cosmetic Concierge will be responsible for displaying that level of attention and giving every patient a white-glove experience. 

The ideal candidate has a wonderful personality, is professional and presentable, and embodies the essence of CCSD: innovative, forward-thinking, assertive, and polished.  Is reliable and a quick learner, available and on time daily, with the ability to evolve as the practice grows.  Experience in customer service and sales, able to communicate with patients, gain insight into their needs and desires, and help guide them from their initial contact with our office, appointment scheduling, and follow-up after cosmetic procedures.  In this position, there should be continual follow-up and catering to patients with a cosmetic consultation or procedure.

Primarily responsible for tasks related to the entire customer service continuum for cosmetic patients from first contact to post-treatment patient visits. Provides support to providers and Cosmetic Coordinators by coordinating the patient experience before, during, and after cosmetic procedures. Knowledgeable about cosmetic procedures of the face, breast, and body, including non-invasive options and complimenting products from the retail store. Provides patients with procedure information both in person and over the telephone. Familiar with standard concepts, practices, and procedures in a particular field of specialization. Excellent communication and organizational skills are essential for this position. 

Essential Functions

Patient Care:

• Customer service 
• Provide personalized, compassionate patient care and satisfaction 
• Provide support to the Cosmetic Coordinator. 
• Physician schedule adherence - follow schedule templates Treatment plans for cosmetic patients; discuss with patients all costs involved with his/her cosmetic procedure; review financial options with the patient.  Familiarity of Care Credit.
• Takes phone calls for new and established cosmetic and plastic surgery patients
• Assist patient with Brilliant Distinctions, Aspire and other Rewards programs Act as a liaison between patient and provider.  Responsible for patient email, text, and telephone inquiries. 
• Documents the entire process in the EHR system, NexTech. Understands the types of procedures performed in the practice and is able to communicate the details to prospective patients. Orients and educates patients by meeting them, explaining/initiating the care plan, and providing educational information with direct care providers related to treatments, procedures, products, and continuing care/maintenance requirements. 
• Prepares and enters cosmetic treatment plans in the EHR system in collaboration with providers.
• Prints out and works no-show reports and follows up on cosmetic consult no-shows, recall reports, Brilliant Distinction, Aspire points, special promotional events, non-converted cosmetic quotes reports, and pre-payment reports. Confirms all new and established cosmetic consultations and all injectable patient appointments. Performs post-treatment follow-up with all cosmetic patients via telephone or portal.
• Performs Visia Skin Analysis and Consultation Photography and Styku 3D Body Scanning.
• Has full working knowledge of injectable products, energy-based devices, skincare products, and current promotions. 

Requirements

• Superior communication skills, oral and written
• Ability to meet and deal professionally with providers, patients, and coworkers
• Ability to exert subtle motivation and influence
• Exceptional customer service skills and general etiquette
• Computer literate, Microsoft Office, knowledge of electronic medical records
• Dependable
• Professional and polished appearance in dress and grooming
• Effective organizational skills
• Ability to Maintain patient privacy
• Ability to manage multiple tasks simultaneously
• Ability to lift/carry up to 20 pounds
• Ability to stand for extended periods of the day
• Adherence to HIPAA, OSHA, CLIA guidelines

Education and Experience

• College degree preferred, experience in a medical setting; dermatology, cosmetic arena
• One to two years of cosmetic surgery/plastic surgery experience preferred
• One to two years of sales experience preferred