Patient Experience Specialist (PES)

About the Bengtson Center

The Bengtson Center is one of the most sought-after aesthetic medical destinations in the country. The Bengtson Center was designed and built from the ground up with one singular guiding principle; genuine patient care is our highest mission.

Symmetry Skin and Laser Center is an all-inclusive haven for renewal, relaxation, and offers a results-driven and comprehensive approach designed to address the total health and welfare of your skin.

With an emphasis on highly individualized, medical grade, clinical skin care, our team uses advanced technologies and unparalleled service to deliver proven results. The Symmetry Skin & Laser Center is a Grand Rapids destination for those seeking real solutions to skin concerns.

At United Aesthetics Alliance (UAA) , we are dedicated to empowering our medical professionals and staff at leading plastic surgery practices and med spas nationwide. We believe that when people feel confident in their own skin, they’re free to live with purpose. As a growing medical aesthetics company, we are building a best-in-class portfolio through exceptional partnerships, innovative services, and a culture rooted in excellence. UAA is a rapidly growing company acquiring plastic surgery and med spa practices across the country. Backed by private equity firm, Varsity Healthcare Partners, UAA is poised for successful positioning in the aesthetics market.

Position: Patient Experience Specialist (PES)

Reports To: Practice Manager and CFO

FLSA Status: Non-Exempt

Work Category: Part-Time and Full Time

MISSION STATEMENT

Our mission is to put our faith-based beliefs into action by being a wholly Patient Centric practice, serving and caring for our patients with excellence, providing safe and effective top-tier technology, techniques and products and helping each patient achieve their individual goals, attaining a natural, proportional, and beautiful outcome along with an extraordinary experience — every single time.

JOB PURPOSE/SUMMARY

· Ensures a highly relational, warm, and engaging patient experience by fostering meaningful connections with Bengtson Center and Symmetry Med Spa patients through texting and phone interactions.

· Prioritizes building trust and rapport while professionally and efficiently addressing patient needs, treatment questions and credentialing our surgeons and providers.

· Responsible for maintaining accurate and confidential patient files in compliance with HIPAA.

· Manages and promptly distributes daily correspondence received via fax, email and text messages, ensuring seamless communication within the practice.

· A strong commitment to self-education is essential for developing a comprehensive understanding of all surgeons within the practice, including their backgrounds, expertise, and specialties.

· Acquire in-depth knowledge of all surgical procedures, non-surgical treatments, skincare options, and retail products offered to effectively promote cross-disciplinary opportunities within the practice and provide the highest level of support and service.

· Possesses a strong foundation in marketing knowledge to leverage the YouTube library to self-educate on relevant topics, ensuring the ability to proactively share educational links and resources with patients by sending curated website pages and videos to enhance the patient’s overall experience.

· Collaborate with the patient billing specialist and accounting staff regarding patient questions.

· Provide concierge service to patients by having complete knowledge of the practice and ability to credential our practice, surgeons and providers, non-surgical and surgical procedures, and skincare products.

· Ensure patients are well-prepared and informed ahead of their appointments by sending friendly reminders regarding pre-treatment planning and what to expect, fostering both trust and optimal outcomes.

EDUCATION AND EXPERIENCE:

· Prior knowledge and experience working in a health care setting, preferably in a MedSpa or Plastic Surgery Facility.

· Knowledge of skincare treatments, products, non-surgical and surgical procedures is desired.

· An organized, self-motivated individual who works with a sense of urgency, can work independently and with others, and who prioritizes work.

This level of knowledge is normally acquired with the completion of an associate degree and 2-4 years of related work experience, or the equivalent work experience without education.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

· Demonstrates excellent interpersonal communication skills to facilitate effective interaction with a variety of health care professionals and patients, as well as BCAPS employees, partners, and leaders.

· Work with minimum supervision and to prioritize work to achieve BCAPS goals and meet deadlines.

· Essential functions of this position include remaining at a workstation for prolonged periods or moving between work areas for extended portions of the workday, with or without reasonable accommodation.

· Working knowledge of Microsoft Programs including Outlook, Word, and Excel.

· Keyboard skills of 50 words per minute minimum.

· Work and communicate effectively and efficiently in stressful situations.

· Operate computer and various software packages, including a working knowledge of electronic medical records.

· Operate general office equipment such as a copy machine, fax machine, and other common office equipment.

· Basic problem solving and troubleshooting skills to handle emergent issues.

· Familiarity with medical terminology is preferred.

· Perform basic mathematical calculations, including addition, subtraction, multiplication, division, and percentages.

ESSENTIAL DUTIES & RESPONSILIBITIES:

· Show up professional and SHOW READY per BCAPS attire standards.

· Effectively credential the practice, physicians, and providers to all patients.

· Complete required compliance training and understand all HIPAA requirements to ensure private health information remains confidential.

· First Responder to all incoming phone calls, texts and email communication.

· Responsible for patient interaction and conversion reporting via multiple resource sites.

· Perform daily audits and distribution of all Infomail correspondence.

· Schedule patients for aesthetic treatments with over 15 providers.

· Educating patients on our Financial Policy by appropriately explaining loyalty rewards (Alle, Aspire, Xperience, Merz), discounts, and current marketing promotions.

· Educate patients and promote our financing options through PatientFi and Care Credit.

· Recommend “Best Practices” to management and assist in implementing best practices as requested by the leadership team.

· Remain up to date on all technologies, treatments, and products offered at BCAPS, as well as surgical procedures at New Vista Surgical Suites (NVSS).

· Ensure a patient’s profile is accurate by updating Nextech with recent demographic changes and assist patients with completing the required paperwork in their Patient Portal.

· Review patient phone calls using Patient Prism to enhance self-education and ensure accuracy in reporting.

· Responsible for learning the Practice Management Software, Nextech.

· Proactively collects surgical and non-surgical payments 3 weeks before the appointment in adherence with the Financial Policy.

· Report Adverse patient and provider experiences daily to Office Manager, both verbally and in writing.

· Educate patients on key procedures and protocols prior to scheduling to exceed patient results (Neograft, Keravive, CO2RE, recommended products prior to treatment, etc.)

· Review pre-payment reports daily for BCAPS House Account and collaborate with the Patient Billing Specialist to schedule patients for pre-banked treatments purchased as part of a package.

· Actively engages and seeks ongoing education/training whether it be company directed or on an individual basis as per internal policy.

· Honest, trustworthy, and ethical to build and preserve strong patient and team relationships.

· Willing to continuously improve and possess an eagerness to learn new skills and techniques.

· Available for special projects as designated by the Management Team.

WORKING CONDITIONS & PHYSICAL DEMANDS

Typical working conditions associated with this type of work and environmental hazards, if any. Physical effort is generally associated with this position.

· INTERNAL – The building is a clean, climate-controlled, well-lighted office. This position has exposure to potentially hazardous work situations. Normal peri-operative environment with occasional exposure to chemicals and their odors, cleaning solvents, bodily fluids, and other hazardous materials. Occasional exposure to possible injury when working with machines and equipment, which requires care and following proper safety procedures. The noise level is moderate and includes sounds of office and hospital equipment.

· EXTERNAL – Work requires occasional travel within the city to carry out errands associated with this position.

· GENERAL – Work requires frequent and constant listening, talking, bending, and walking. This position requires standing for up to 100% of the workday. Work requires finger dexterity and eye-hand coordination to operate office equipment.

· OTHER – Based on the OSHA guidelines for protection against occupational exposure to hepatitis and HIV, this position is described as Category IV. This means that this position has low risk exposure to blood and body fluids. Policies are in place for Universal Precautions identifying risks and appropriate barrier protection.

The above description is a broad overview of this position, and not all duties may be clearly pre-defined. From time-to-time, various projects may require more/less attention than described. If it is decided in the future that some tasks are better performed in another department, by outsourcing, or due to technological developments, these duties may be subject to revision. In any event, this job description is in no way considered a contract of employment or an altering of the employment at-will relationship.

United Aesthetics Alliance is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law.