Hair Restoration Counselor (Full Time)
About The Position
Schweiger is a leading dermatology practice with a significant national presence, offering medical, cosmetic, and surgical dermatology and allergy services. They are committed to providing the Ultimate Patient Experience and a great working environment. Schweiger has been recognized for its rapid growth and has received Great Place to Work certification. This Full-Time Hair Restoration Counselor position is based at our Bernstein Medical Office and is responsible for overseeing the entire patient journey, from initial consultation through post-treatment follow-up. This role aims to support providers in treating more patients, allow patients ample time to discuss concerns, and ensure proper follow-up on consultations.
Requirements
- 5 years of experience as a Cosmetic Coordinator, Patient Liaison, or similar role required.
- Able to work hours when the 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.
- Must learn EMA for scheduling, reporting, and for patient charting.
- Must be autonomous in learning new procedures and products.
Nice To Haves
- Experience in setting up a new team and department with prior leadership skills is preferred.
Responsibilities
- Provide comprehensive consultation services to patients before and after doctor consultations, ensuring they are on the correct treatment plan.
- Achieve office growth in procedures performed by meeting assigned annual growth goals.
- Meet with patients, capture high-quality photos, present financial quotes, provide and review aftercare instructions, schedule procedures, and process all necessary paperwork.
- Develop and maintain a follow-up and leads tracking system using EMA and other tools.
- Respond to patient inquiries via phone or email in a friendly and personal manner.
- Collaborate with Hair Restoration Techs and providers to explain optimal procedures, stay informed about new services, and schedule procedures effectively.
- Assist with general office tasks such as answering phones, booking appointments, and taking deposits when needed.
- Implement and audit post-appointment surveys to assess patient satisfaction (UPE behaviors and NPS scores).
- Follow up with patients who have unbooked, missed, or canceled procedures to address any questions or concerns.
- Maintain regular communication with clients throughout their treatment journey, providing ongoing support and ensuring satisfaction.
- Work with providers to educate patients on the best procedures and stay updated on new services.
- Discuss revenue and profit goals with office management and develop plans to drive profit.
- Become proficient in EMA for scheduling, reporting, and patient charting.
- Train staff on hospitality concepts to ensure a high level of patient satisfaction.
- Demonstrate autonomy in learning new procedures and products, and potentially develop training materials.
- Collaborate with marketing and General Manager on campaigns and promotional events related to patient interests.
- Provide marketing teams with information based on patient consultation insights.
- Assist with cosmetic marketing, promotional materials, and aftercare handouts.
- Capture social media video clips when time permits.
Benefits
- Medical (Virtual Care included)
- HSA/FSA
- Dental
- Vision
- 401K
- Company Sponsored Short Term Disability (Only applicable for non-California employee)
- Pre-tax savings available for public transit commuters
- Your birthday is an additional personal holiday
- Employee discounts on Schweiger skin care products & cosmetic services
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
