• Job Title

Patient Care Representative

Classification
Hourly

Salary/Range

• Starting at $15-$20/Hr
• Performance Bonus

Benefits

• 401(k) with company matching
• Discounts on Products and Services
• Direct Primary Care Membership at Optimum Direct Care
• Sick Pay
• Holiday Pay
• Vacation Days
• Continuing Education Stipend
• Growth Opportunities

Reports to

• Office Manager
• Surgical Administrator

Summary/Objective
The Patient Care Representative is a highly motivated, high-energy and results driven individual with exceptional phone communication skills. They are the primary points of contact between the HZ Office and our patients, as well as answering phone calls from existing patients that require support. The PCR will aid surgical patients in the booking process, take payments for patients towards future surgery, and provide continuing support for patients at various stages of their journey. They are responsible for receiving and attending to patient requests such as rescheduling appointments, receiving and relaying messages for the clinical team, and scheduling appointments for existing patients. Additionally, the PCR will carry out administrative functions to ensure a smooth workflow for surgical patients and their support system.

Essential Functions

• Embraces the HZ culture and represent the HZ brand as a primary communication point for patient
• Receives inbound calls from patients and fields calls within scope and routes out-of-scope calls to appropriate team members
• Follows surgical, non-invasive, and support appointment booing protocols to book appointments correctly for patients.
• Completes scheduled outbound phone calls for patient balance collection and virtual appointment check-in

Responsibilities
Surgery Booking

• Schedule surgery/preop/post op appointments per HZ surgical booking protocols for patients that have previously consulted with the office
• Complete surgery booking package via DocuSign

Appointment Booking

• Book non-surgical treatment appointments for returning existing patients

Payment Acceptance

• Complete transactions over the phone for patients that need to make payments towards upcoming surgeries and for appointment fees
• Completes outbound scheduled financing appointments for returning existing patients

Existing Patient Support

• Fields calls from patients as appropriate
• Reschedule patient appointments upon patient request, as necessary
• Complete check-ins for virtual patients
• Receive and relay messages for clinical team if they are unavailable

Administrative Support

• Accept delegated tasks from Surgical Administrator
• Process completed booking sheet by adding patient support team to education workflow and adding patients that elect move up dates to NextTech waiting list

Adhere to HIPPA requirements and maintain patient confidentiality

Skills/Competencies

• Exceptional communication skills– both written and verbal– and the ability to build a genuine rapport with patients over the phone promptly
• High attention to detail in a busy work environment
• Driven and resourceful in finding new approaches to ensure his/her message is resonating with potential patients.
• Be a team player with strong communication skills
• Possess a strong work ethic and internal motivation
• Thrive in a fast-paced environment while embracing change

Ability to:

• Learn quickly and manage multiple priorities
• Understand concerns and overcome objections
• Problem-solve and identify process efficiencies and improvements
• Quickly learn marketing systems and tools

Pre-Employment Skills

Indeed Assessments on Job Posting Required for Consideration

Supervisory Responsibilities
None

Work Environment

• Training in-office
• Work from home until Corporate workspace available (Fall 2023)
• Typical Office Environment

Physical Demands

• May be sitting for 3-4 hours at a time
• Work involves extended periods of computer and telephone use

Position type and expected hours of work

• 40 Hours/Week 8:30 AM to 5:30 PM

Travel

• Not typical, may need to occasionally travel to Dr. Phillips office for team meetings

Required education and experience

• Associates degree or equivalent
• 1-3 years of experience in a customer service, lead development, or sales role
• Proficient computer skills
• Bilingual (Spanish/English)

Preferred education and experience

• 3+ years of customer service or sales experience in an aesthetics or luxury environment with proven success

Affirmative Action plan/equal employment opportunity (AAP/EEO) statement
HZ Plastic Surgery provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Disclaimer
This job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Job Type: Full-time

Pay: From $36,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
To keep our staff and patients safe, we're adhering to the following protocol:
Screen patients prior to their appointment for Covid-19 symptoms, provide masks and hand sanitizer to patients and staff. Sanitize surfaces between patients.

Education:

• Associate (Preferred)

Experience:

• Lead Development: 1 year (Preferred)
• Sales: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: Hybrid remote in Orlando, FL 32819

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