Patient Care Coordinator / Client Experience Advocate - Plastic Surgery

About the Opportunity

Adoreal works with a small number of leading aesthetic and cosmetic medicine practices, giving them the technology, operational support, and talent they need as they grow. We are hiring on behalf of one of those partners, a plastic surgery practice in Santa Monica, for a Patient Care Coordinator (PCC) / Client Experience Advocate (CEA).

Adoreal partners with a select group of top-tier aesthetic and cosmetic medicine practices, providing the technology, operational support, and talent that help them deliver an exceptional patient experience while they scale. We are recruiting on behalf of one of our partner practices, a high-end, luxury plastic surgery practice based in California.

About The Role

This is a patient care coordination and client experience role. You own the patient relationship from the first phone call through consultation, treatment, and everything after. It is not a front desk job. A separate front-office team handles reception, check-in, and the day-to-day running of the office, and you will work alongside them.

What matters most here is the conversation itself. You find out what a patient actually wants, talk openly about options and pricing, and help them reach a decision they feel settled about, whether that decision is yes or no. Do that well and patients come back for years and send their friends. It suits someone who is at their best one-on-one and who follows up when they said they would.

Key Responsibilities

Inquiry & Consultation Intake

• Handle incoming inquiries by phone, email, and social. The first call sets the tone, so ask real questions and find out what the patient is actually after.
• Turn those inquiries into booked consultations, and send patients in prepared so they are not hearing everything for the first time in the room.
• Keep notes current in the practice EMR and CRM. A patient history, goals, and hesitations should not have to be rediscovered at the next visit.

Patient Care Coordination

• Be the person patients call, from consultation through surgery, recovery, and follow-up.
• Walk patients through pre-op and post-op instructions and answer the questions they are nervous to ask.
• Coordinate with the surgeon and other treatment providers, and clinical staff, so nothing falls between them.
• Follow up to confirm appointments and check on recovery, before a patient has to chase you.

Client Experience & Practice Growth (CEA)

• Present treatment plans, pricing, and financing clearly, so patients can decide with the full picture in front of them.
• Run the consultation conversation with structure. Understand the goal, address hesitations head on and help every patient throughout their decision-making process.
• Follow up on a real schedule with patients who need time to think. Consultative, never pushy, but nobody should go quiet in your pipeline because you forgot about them.
• Keep track of your own pipeline of prospective patients, from first inquiry to booking, in the practice CRM.
• Help them navigate financing options such as CareCredit and Cherry.
• Help with reputation management by asking happy patients for reviews and handling any service complaint quickly.
• Protect patient privacy and hold the standard of discretion a practice like this depends on.