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Thursday
Apr292010

Your Medical Spa Patient Care Coordinator

What is a Patient Care Coordinator?

As Jeff mentioned in his post entitled Your Medical Spas Front Desk, it is very important in the cosmetic industry to find a competent and friendly front desk person.  It is equally important to find a dynamic and motivated Patient Care Coordinator.

In most Plastic and Cosmetic Surgery Centers, Patient Care Coordinators are few and far between. This is unfortunate because a motivated Patient Care Coordinator can exponentially increase your profits.

A first-rate Patient Care Coordinator usually possesses a business/marketing degree and can not only handle your website marketing, blogs, and Facebook, but can also field inquiry calls in a professional and effective manner.

Oftentimes Patient Care Coordinators will even start the initial consultation if they are “complimentary” in your office. Then when a patient is interested proceeding forward with a surgery, they are ushered in to meet with the Surgeon. This way, the Surgeon is not wasting his/her valuable time speaking to someone who is simply gathering information or price shopping. Also, if your Surgeon is not a “warm and fuzzy” type, the Patient Care Coordinator is a good go-between, and is able to relate to the patient on a more personal and friendly level. Patient Care Coordinator’s usually handle all aspects of patient financing and have the ability to help the patient choose which financing plan works best for them, sometimes calling in for the patient to seek approval.

In addition, if any areas are lacking in your practice, such as your employees taking lousy before and after pictures, A good Patient Care Coordinator does not mind stepping in to take over the picture taking or train the right person to handle this task because high-quality before and after pictures are crucial for marketing during a consultation and your photo gallery on the internet.

If you have an employee that you feel is up for the position of Patient Care Coordinator  but is unpolished, don’t worry because there is help out there. The best course I have attended is offered once every few months by Michele Tyler from Dr. Todd Malan’s office in Scottsdale, Arizona.  I myself was literally thrown into this course by my husband, who was taking a fat grafting course from Dr. Malan and wanted to make sure I had something to do while in Scottsdale (although I tried explaining to him there is much to do there!).

As I have been a Patient Care Coordinator for 5 years, I came to Michelle’s course with an overconfident attitude that I most likely knew all there was to know about this position and there was nothing I could be taught. Although I knew from both my own training and trial-and-error on the job training, much of the material being presented,  there were many excellent tricks and pointers that I learned that were worth their weight in gold and paid off many times over the relatively small price we had to pay for the course. One such topic was “What to do when a potential patient is calling and is asking how much a procedure costs?.” I’m not going to give away any of Michelle’s secrets but, if your Patient Care Coordinator or Receptionist does not know the answer to this question and consistently does not get patients into your office who ask questions such as these,  your employee probably needs to take the class!

If you are uncertain if your office employees are answering patient inquiry calls adequately and successfully, drop me an email and be sure to include your office phone number. I will “mystery shop” for you and give you a free of charge brief assessment of whether or not you need a Patient Care Coordinator in your practice.

Wendy Hovorka B.S.  M.L.A.  Valley Laser Surgical Solutions Vein Center,  McAllen, Texas

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Reader Comments (2)

There is clearly no differentiation left between the business world, money, profit, owning business and doctors' practice, medicine, treatment and cure. Even in this article ironically the author acts as if he is selling a patient care coordinator. It exclusively sounds like a long, sales pitch justifying why doctors and medical spa owners need a patient care coordinator. Everything is up for sale surprisingly... people are becoming lazier and irresponsible for their actions and rely on secondary support. Receptionists, coordinators and executives are required to many top management jobs since they fear the job they are professional in is lacking attention. This only creates other people banking off others. Its a crazy spiral of making money. But than again to look on the more positive side, one understands that in the business of service industry one has to look out in to pleasing the customers. You have to be a slave to customers' needs and satisfaction. Fearing away from their frowns and complains. Maybe that's why the author has cleverly stated the importance of a patient care coordinator. For this I am in complete submissive agreement with the author. One has to be careful not to tread on the wolf's foot....

umm... IPL laser what are you talking about? I cannot make heads or tails out of your comments.

I'm not running a charity or a non profit. Anyone involved in a business or in a medical/dental practice has to keep their eye on the bottom line. Otherwise there will be no business or practice.

Of course a doctor or medspa owner has to rely on secondary support! It doesn't make them lazy or irresponsible if anything, it's exactly the opposite. The more that they can delegate to support staff, the more time is free for them to do what they are best at, actual procedures.

The more procedures they do=more collections=more bottomline profits=more hours for staff=more jobs=more hiring.

"Maybe thats why the author has cleverly stated the importance of a patient care coordinator"-maybe because to train your staff effectively is actually one of the most empowering acts any doctor/medspa owner can do for their business.

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