Patient Care Coordinator

Overview

As the most "forward facing" employee at TMB Cosmetic Surgery, the Patient Coordinator is equal parts brand ambassador, gatekeeper, salesperson, problem solver, multitasker and general office administrator. They keep the patients happy, the office running smoothly, and Dr. Born running on time. The PC is the primary point of contact for all people visiting the office and is required to offer a warm greeting, exceptional customer service, professionalism, and a positive and memorable "goodbye" to every single person who passes through TMB’s doors.

• Greet all incoming patients, check them in and escort them to the treatment room.
• Oversee patient flow and keep the office running on time.
• Manage new patients, VIPs, angry patients and demanding patients, keeping them happy and attentive.
• Check voicemail and follow up with all enquiries.
• Schedule appointments.
• Create quotes for non‑surgical patients and present them.
• Oversee skincare product inventory, sales and skincare consults.
• Conduct patient checkout and billing.
• Assist with office maintenance, cleaning and stocking treatment rooms, washroom and waiting room.
• Order medical products (Botox, fillers, syringes, etc.) and general office supplies.
• Maintain a tidy workstation and assist in keeping general office areas clean, stocked and organized.
• Obtain clinical photos for all patients.
• Obtain online reviews from all patients.
• Coordinate and schedule blood draws (PRP) and procedures with partner clinic, IHM.
• Complete daily close report & cashout.
• Pay invoices as instructed by bookkeeper.
• Conduct weekly inventory.
• Obtain consent for use of photos for office promotion.
• Ensure cash is counted correctly and placed for deposit.
• Screen all office entrants for COVID‑19 and adhere to COVID and PPE protocols.

• Advanced administrative skills.
• Excellent time management and organizational skills.
• Problem solving:
  Ability to diffuse difficult people and situations.
• Excellent phone manner and in‑depth knowledge of procedures, products, brand touchpoints, and Dr. Born’s background, aesthetic approach and skills.
• Excellent sales ability.
• Knowledge of skincare care products and benefits.
• Knowledge of all procedures offered at TMB and ability to upsell and cross‑sell patients accordingly.
• Strong verbal and written communication skills.
• Multitasking and teamwork.
• Office hours 9am‑5pm; availability from 8:45am‑6pm or 15 minutes before the first scheduled patient to 15 minutes after the last scheduled patient leaves.
• Adherence to company Code of Conduct and Dress Code policies.

• Experience in a medical environment.
• Experience in the luxury goods and services market.