Patient Communication Coordinator

Job Summary
O’Donnell Vein and Laser specializes in varicose vein treatments and medical aesthetics, offering top-notch care and exceptional patient experiences. We are seeking a motivated and detail-oriented Patient Communication Coordinator to join our team and ensure seamless communication and coordination throughout the patient’s journey.

The Patient Communication Coordinator is primarily responsible for converting new patient leads into scheduled appointments. These leads are primarily generated through direct response, mass media campaigns (BTV, radio, etc.), social media campaigns (Facebook, Instagram, etc.), digital campaigns (Google PPC, SEO, etc.), physician referrals, re-engagement campaigns (texting, email marketing), and local grassroots marketing efforts (community outreach, philanthropy).

Responsibilities

• Patient Liaison: Act as the primary communication link between patients and the practice, ensuring they receive clear and timely information throughout their treatment journey.
• Lead & Referral Pipeline Management: Monitor and manage incoming leads and referrals, ensuring all potential patients are appropriately followed up with and scheduled for consultations - Hold oneself accountable for hitting appropriate monthly KPIs established by the leadership team.
• Treatment Plan Oversight: Track patient progress through their treatment plans, ensuring all steps are completed on schedule and addressing any delays or concerns.
• Follow-Up on Cancellations: Proactively reach out to patients who cancel or miss appointments to reschedule and keep them engaged in their treatment plans.
• Conversion of Unscheduled Patients: Utilize various communication methods (phone calls, emails, texts, social media) to engage and convert unscheduled patients into completed procedures.
• Interdepartmental Communication: Maintain prompt and effective communication with clinical, administrative, and marketing departments to ensure seamless patient experiences.
• Develop and implement communication strategies that align with the clinic's goals.
• Coordinate internal and external communications, including newsletters, press releases, and social media content.
• Assist in managing the clinic's online presence and ensure accurate information is disseminated across platforms.
• Support patient engagement initiatives by crafting clear and informative materials.
• Maintain organized records of communications and outreach efforts using computerized systems.
• Collaborate with receptionists and medical office staff to streamline communication processes.
• Perform clerical duties related to communication activities, including filing documents and managing schedules.

Skills

• Outstanding interpersonal skills, including excellent written and verbal communication (bilingual is a plus).
• Strong organizational skills and attention to detail in the performance of duties.
• Experience working with computer systems; proficiency in Microsoft Office and Excel, with advanced knowledge of workflows and automation a plus.
• Ability to handle inbound calls while managing outbound dials.
• Ability to effectively work with and through physicians, patients, and other personnel in a cooperative, collaborative manner to maintain high patient satisfaction.
• Ability to efficiently and effectively manage multiple tasks simultaneously.
• Audit daily lead tracking sheets and follow systematic lead flow to ensure all leads are contacted appropriately across a 30-day lead cycle.
• Hold oneself accountable for hitting appropriate monthly KPIs established by the leadership team.
• Follow patients throughout their lead-to-show journey to confirm they attend their initial appointments.
• Reschedule initial patients who cancel or no-show their appointments.
• Self-motivated to achieve challenging sales goals and a desire for personal development.
• Ability to work and adapt in a fast-paced, patient service-oriented environment.
• Demonstrates the ability to promote quality improvement through maintaining professional and ethical standards.

Preferred Qualifications

• Preferred: Bachelor’s degree.
• Preferred: At least 3 years of successful sales experience, objectively demonstrated through high lead-to-customer conversion rates.
• Ability to represent yourself and our practice with credibility through professional, friendly interaction.
• Experience in services sales, retail sales, or marketing (health services/medical sales a plus).
• Experience with Electronic Medical Records systems a plus (Streamline MD or Modernizing Medicine preferred).

Benefits

• Competitive compensation and performance-based bonuses.
• Comprehensive benefits package, including health insurance, paid time off, and retirement plans.
• Positive, team-oriented work environment.
• Increased PTO after 3 years with the company.

If you're passionate about helping patients achieve both health and beauty through advanced, non-invasive treatments, we encourage you to apply and join our growing practice!

Job Type: Full-time

Pay: $48,000.00 - $75,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• On-the-job training
• Opportunities for advancement
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance
• Work from home

Medical Specialty:

• Medical-Surgical
• Wound Care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: Hybrid remote in Annapolis, MD 21401