Patient Care Representative

About the role

The Patient Care Representative position represents Dermacare and the brand. This person is responsible for creating a positive first and last impression with patients.

Responsibilities

• Properly open and close each day according to Standard Operating Procedures
• Greeting of all patients with a smile and enthusiasm
• Appointment Management: Accurately scheduling patient appointments, rescheduling, and canceling, checking in and out, pre-booking next appointments, and appointment confirmations, creating patient invoices for checkout
• Reward Point Management: Look up reward program points and/or sign up new patients prior to check out
• Answering phone calls timely with a keen understanding of aesthetic procedures, ensuring you can answer patient questions as well as manage all incoming text messages and responding promptly within 15 minutes
• Patient education including answering patient questions, providing details on company programs such as memberships, loyalty, referral programs, and discussing in-office promotions
• Encouraging satisfied patients to write reviews, achieving goal of 5 reviews per month on Google
• Ensuring patient flow and experience is optimized at all times, including office and facilities are clean and staged
• Upselling products or retail
• Execute any additional tasks and projects delegated by management

Requirements

• Be friendly, energetic and relatable, and reliable
• Excellent customer service and professional communication skills and experience
• Excellent computer skills prior experience with PMS/EMR systems, phones, consultation tools preferred
• Dress professionally. Hair, makeup, and nails should be professional
• Be detail-oriented and have ability to multi-task
• Be a team player, taking initiative on tasks and upholding one team belief
• Be able to be efficient and productive in a fast-paced environment
• Basic math proficiency
• Ability to work independently and possess a solution-oriented mindset
• Willing to regularly attend, participate in and support training and team meetings

Computer Skills Required

• Word Processing (MS Word)
• Spreadsheets (Excel)
• Client database (including scheduling and maintaining client info)

Education and Experience Required

• High school diploma required
• Vocational or Technical training preferred
• One (1) to two (2) years previous experience in the skin care industry
• Proven track record for developing and retaining client/patient relationships

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to see, talk or hear. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision, ability to adjust focus, and manual dexterity in combination with eye / hand coordination. OSHA Category: Category III – Employees who engage in activities that do not entail predictable or unpredictable exposure to blood. The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified. Other functions may be assigned and management retains the right to add or change the duties at any time, with or without advanced notice.