About the Role
We are a small, high-touch practice in Chevy Chase, MD seeking an experienced Patient Care Coordinator (PCC) to deliver an exceptional, concierge-level patient experience—from first inquiry through post-op follow-up. This role is ideal for someone with plastic surgery and/or aesthetics experience who is equal parts warm, polished, organized, and confident in guiding patients toward the right treatment plan. The ideal candidate will be self-starting and motivated.
This position includes sales/commission and requires flexibility to be cross-trained and support other functions as needed in a boutique environment.
What You’ll Do Concierge Patient Experience
- Serve as a primary point of contact via phone, text, email, and in-person—respond promptly and professionally.
- Create a “white-glove” experience: anticipate needs, reduce friction, and make patients feel cared for and confident.
- Educate patients on next steps and timelines (consult → pre-op → surgery/procedure → recovery → follow-up), in alignment with provider guidance.
Consult Coordination & Sales (Commission Role)
- Schedule consultations and guide patients through the decision process with an education-first, ethical approach.
- Present treatment plans, quotes, packages, and timelines clearly and confidently.
- Discuss payment options and financing (if offered); collect deposits and coordinate conversion from consult-to-booking.
- Maintain a strong follow-up cadence for leads, post-consult patients, and no-shows—track outcomes and close the loop.
- Consistently meet or exceed performance goals while preserving a premium, non-pushy patient experience.
Surgical & Treatment Logistics
- Coordinate pre-op requirements and checklists: paperwork, forms, photos, medical clearances/labs (as applicable), and instructions.
- Schedule pre-op and post-op visits; support post-op communication and handoffs to the clinical team.
- Ensure day-of-procedure readiness: arrival times confirmed, patient instructions reviewed, payments arranged, and workflow aligned.
Systems, Documentation, and Operations
- Maintain accurate patient records and communication logs in the EMR/CRM.
- Keep schedules optimized and provider time protected; prevent gaps and reduce bottlenecks.
- Support patient-facing operational needs (post-op garments, skincare, supplies) as applicable.
Cross-Training & Team Support (Boutique Practice)
- Flex to help where needed—front desk coverage, patient intake flow, follow-up calls, hospitality, and administrative support.
- Learn practice workflows quickly and contribute to continuous improvement of scripts, systems, and patient journey.
Required Experience & Qualifications
- Experience in plastic surgery / aesthetics / dermatology / med spa / concierge medicine (strongly preferred).
- Proven ability to convert consultations to bookings in a patient-centered way (sales/coordination background).
- Excellent communication skills (verbal + written) with a polished, calm, professional presence.
- Highly organized: checklists, details, timelines, and follow-through are your default.
- Comfortable with EMR/CRM tools, scheduling, and patient communication platforms.
- High discretion and professionalism (HIPAA compliance and excellent judgment).
Key Skills We’re Looking For
- Luxury service mindset: warm, proactive, detail-oriented, solutions-focused
- Sales confidence: consultative selling, objection handling, follow-up discipline
- Operational excellence: scheduling, documentation, coordination, prioritization
- Emotional intelligence: ability to support patients through anxiety, excitement, and recovery
- Adaptability: thrives in a small practice where roles are shared and initiative matters
Nice-to-Have
- Experience coordinating surgery schedules, pre-op clearances, and post-op care pathways
- Familiarity with financing platforms (CareCredit, Cherry, Alphaeon, etc.)
- Experience with photo documentation workflow and aesthetic treatment planning
- Bilingual (Spanish) a plus
Success in This Role Looks Like
- Patients consistently describe their experience as seamless, warm, and “concierge”
- Strong consult-to-booking conversion and consistent follow-up execution
- Accurate documentation, smooth scheduling, and fewer last-minute surprises
- Willingness to jump in and help the team—no “that’s not my job” mentality
- Treating team and patients alike as family
Job Type: Full-time
Pay: From $75,000.00 per year
Benefits:
- Employee discount
- Health insurance
- Paid time off
- Retirement plan
Work Location: In person
