Patient Experience Specialist

Company Details

Liora Dermatology

Liora Dermatology & Aesthetics is committed to helping patients live better lives by living more confidently. We work diligently and deliberately to ensure our patients’ experience our re-imagined doctor’s visit. As part of the Liora Dermatology & Aesthetics’ customer service team you will perform a wide variety of patient care duties related to patient care management and communication. The expectation is to complete all responsibilities with enthusiasm, accuracy in a timely manner, and strive for the highest quality standards of performance. We are seeking a “go getter” type of individual who is a dynamic self-starter with an enterprising professional personality who is also naturally energetic, organized, kind and genuinely love guiding our patients through their complete experience in and out of the office.

Our boutique lifestyle dermatology practice provides a “high touch” and “high tech” experience where every member of our team works together, smarter-not-harder, to ensure we deliver best-in-class premium patient care for all of our medical and medical aesthetics/cosmetic patients.

We look forward to meeting you if you are — happy, compassionate, organized, experienced, sophisticated, have top notch customer service communication skills, are computer (Mac) savvy, naturally posses a “can do” spirit and thrive in a fast-paced luxury setting where you will continuously be challenged in invigorating ways through on-the-job learning opportunities.

Experience:

  • 1+ years of experience in patient care or call center in a practice setting, preferably dermatology or plastic surgery.
  • HIPAA certified.
  • PM / EMR systems (EMA/ModMed is a plus.)
  • Zocdoc and other medical CRM platforms a plus.

Responsibilities:

  • Set up front of house at the beginning of the day and ensure all lights are turned on, music is on, scenting is on, curtains are closed, retail area restocked and properly merchandized, candy ball/business and appointment cards are restocked.
  • Perform opening duties and safety protocols.
  • Greet and check in patients, confirm details, collect payments and pending balances, inform back of house when the patient is ready to be roomed.
  • Confirm treatment plan with back of house, schedule follow up, check out, collect any additional payments/deposits, and package purchased items.
  • Confirm the next week’s appointments.
  • Insurance verification ahead of scheduled appointments.
  • Check for paperwork and communicate all of the practice’s policies when booking/confirming patients.
  • Answer incoming calls and redirecting to the appropriate channels.
  • Respond to patients’ inquiries received through the website and the concierge inbox.
  • Manage Zocdoc and various patient communication platforms.
  • Update patients’ charts with all questions and concerns received by the admin team, to ensure their chart reflects full communication with the practice.
  • Educate patients as directed by providers, including post-procedure instructions, pharmacy details, and timeline for lab-work and pathology results.
  • Communicate with other departments to ensure schedules flow smoothly and patients are roomed in a timely manner.
  • Inform patients on surgical / cosmetic procedures, including but not limited to: neurotoxins, fillers, laser treatments, skin tag removals, biopsies, excisions, chemical peels, and liquid nitrogen.
  • Assist in the maintenance, accountability and accuracy of patient medical charts within the practice EHR and PM systems and required paper forms (financial responsibility forms, registration form, aftercare care forms, before and after pictures).
  • Assist with the accountability of medical and cosmetic products by completing physical inventory checks.
  • Perform housekeeping duties necessary to the efficient management of the practice.
  • Ensure cleanliness and orderliness of the front of house all times.
  • Accurately update and submit the front desk checklist at the end of each day.
  • Notify superior(s) of any issues/concerns that arise in real time.
  • Perform clerical duties as directed by leadership: prepare patient medical records, prescription refill requests and communicating with pharmacies, call patients and collect pending balances.
  • Train new staff members.
  • Remain aware of practice activities, policies, and procedures.
  • All other duties as assigned.

Job Type: Full-time

Pay: $18.00 – $26.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off
  • Professional development assistance
  • Tuition reimbursement
  • Vision insurance

Schedule:

  • 10 hour shift
  • 8 hour shift
  • Monday to Friday
  • Weekend availability

Work Location: One location

To apply for this job please visit www.indeed.com.

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