Hair Restoration Counselor (Full Time)

Job Summary

The Full-Time Hair Restoration Counselor oversees the total patient experience from pre-consultation to post-treatment follow-up, helping providers treat more patients, giving patients time to discuss their concerns, and tracking follow up on consults performed.

Job Responsibilities

• Synchronize and optimize comprehensive consultation services to patients before and after they meet with the doctor, ensuring they are on the right treatment plan.
• Achieve office growth in procedures performed, meeting assigned growth goals each year.
• Develop a follow up and leads tracking system through EMA and other systems and tools.
• Answer patient queries via phone or email by communicating in a friendly and personal manner.
• Work as a team with Hair Restoration Techs and providers to explain to patients' best procedures, stay up to date on new services, and to schedule best times for procedures.
• Absorb when able with regular phone answering, booking appointments, taking deposits, etc.
• Perform follow-up and provide special focus on consultations that have not been booked, missed, or canceled their procedure to make sure all questions or concerns are answered.
• Maintain regular communication with clients throughout their treatment journey.
• Provide ongoing support, address any concerns or questions they may have, and ensure their satisfaction with the treatment process.
• Work closely with providers to explain the best procedures to patients and stay up to date on new services.
• Discuss revenue and profit goals with office management and create plans to drive profit.
• Must learn EMA for scheduling, reporting, and for patient charting.
• Train staff on hospitality concepts to ensure a high level of patient satisfaction.
• Must be autonomous in learning new procedures and products and may be asked to build training materials.
• Work with marketing and General Manager to do campaigns or promotional events directly related to patient interests and provide information directly to the marketing team based on patient consultation information.
• Assist with cosmetic marketing, promotional materials, aftercare handouts, etc.
• Help capture social media video clips when time permits.

Qualifications

• 5 years of experience as a Cosmetic Coordinator, Patient Liaison, or similar role required.
• Experience in setting up a new team and department with prior leadership skills is preferred.
• Able to work hours that office is busiest- which may include evenings and some weekends.
• Able to properly communicate verbally and written (email) to doctors, medical providers, and patients.
• Exceptional customer service and marketing skills.
• Excellent verbal and written communication skills.

Pay Range

Hourly Pay Range: $21.50 - $26.88

Key Performance Metrics

• Increase in the number of procedures performed.
• Growth in revenue and CLP for the office.
• Improvement in patient satisfaction scores.
• Efficiency in scheduling process with minimal errors.
• Timely response to patient inquiries, ideally within 24 hours of inbound.