New Patient Sales and Customer Service Specialist - Medspa
Full Time
Belleair Bluffs, FL 33770
Posted
Job description
NEW PATIENT SALES AND CUSTOMER SERVICE SPECIALIST
Full Time - Monday through Friday 9am to 5pm
Start Date - Immediate
Core Responsibilities
- Answer incoming phone calls within 3 rings
- Manage the new leads inbox and respond in a friendly, professional manner within 10 minutes of inquiry, (ie. “speed to lead”) with a call/email/text (per lead conversion protocol).
- Engage potential patients by explaining and promoting services through diligent lead management (phone, live chat and web leads) following up and converting new patient leads that come to the practice on a daily basis.
- Answer all incoming new patient calls per company protocols and “scripts”
- Obtain all demographic information, how they heard about us, what they’re interested in
- Credential the Practice, Providers and Procedures in a positive and professional manner
- Follow up with all leads that have not responded (per lead nurture protocol) via phone, email and text, recording all communications in CRM.
- Accurately record all client information and communications using tracking spreadsheet and/or CRM/EMR system
- Collect deposits and schedule patient appointments
- Smart scheduling - optimize provider schedules for maximum utilization.
- Assist new patients with Patient Loyalty programs and financing programs, (i.e. Brilliant Distinctions/Alle, Memberships, Care Credit). Assist participants with registration, redemption, obtaining points/rewards, and maximizing their experience.
- Sign patients up for membership program
- Compile and distribute regular reports of New Patient Activity and Statistics
- Perform market research
General Responsibilities:
- Manage, maintain, optimize, and train other team members on new patient acquisition tools and systems
- Continuously advance job and industry knowledge
- Ensure patient information is kept secure per HIPAA regulations.
- Assist in development and maintenance of company protocols and SOPs
Goals and KPI’s:
Lead Conversion (Inquiry to Paid Appointment or Consult)
- Total New Patient Calls – 75% or higher
- Total New Patient Web Leads – 50% or higher
- Total New Patient Consults to Paid Service Appointment – 75% or higher
Company Critical Numbers – Goals are Set Monthly and Annually
- Company and Departmental Productivity
- Company and Departmental Average Service Sale Per Productive Hour
- # New Patients
- Average Ticket Per Patient Visit
Desired Experience and Education:
- Minimum 2 years of phone/online customer service and/or sales experience
- Demonstrated strong written and verbal communication skills
- Demonstrated superb customer service skills in a high-touch environment
- Strong sales skills and a track record of sales proficiency
- Strong digital skills including use of CRM, Office365 programs
- Experience in medical/Aesthetic industry and with medical terminology preferred
Core Values:
- Strives to be the best
- Puts others first
- Trustworthy and genuine
- Goes above and beyond... Instinctively.
- Clear, honest, constructive communication
Benefits:
- Health Insurance – company pays 50%
- Retirement plan with 3% match – after 1 year of service
- PTO – per company policy
- Access to Aesthetic Services
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