Patient Care Liaison

GENERAL NATURE OF WORK

The Patient Care Liaison plays an essential role in delivering exceptional patient experiences by facilitating seamless communication both in person and over the phone. They support all aspects of front office operations at MFP, including scheduling, patient check-in/check-out, record documentation, and phone tracking. A high level of energy, professionalism, confidence, and attention to detail is required in this role.

The ideal candidate for the Patient Care Liaison role is courteous, organized, and detail-oriented, with the ability to work closely with physicians, physician assistants, and aestheticians to coordinate and elevate patient care. Prior experience in a medical office or medical spa is highly desired.

JOB RESPONSIBILITIES

· Answer incoming calls and schedule patient appointments.

· Respond to all incoming emails within 4 hours.

· Qualify the practice during patient inquiries; convert calls into consultations.

· Organize and document all incoming leads.

· Learn and utilize EMA, the practice’s electronic medical records system. Manage patient records efficiently.

· Process check-out and product purchases in the POS system.

· Scan and upload all relevant patient information (insurance cards, etc.).

· Verify and update patient demographics during check-in.

· Ship skincare products to patients as needed.

· Maintain working knowledge of all treatments and products offered.

· Perform opening and closing duties, including reconciling the POS system.

· Educate and promote skincare products to patients.

· Collect patient  deposits and payments for services rendered during office visits and/or at time of scheduling. 

· Manage patient rewards programs such as Alle and Aspire.

· Print and organize daily paperwork.

· Communicate with patients and staff in a professional and friendly manner.

· Adhere to HIPAA privacy regulations and maintain confidentiality at all times.

· Assist in monitoring and physically counting product inventory.

· Update patient email addresses and ensure accurate database records.

· Perform other duties as assigned by the manager or supervisor.

MINIMUM REQUIREMENTS

· High school diploma or equivalent required.

· Minimum of 5 years of experience in a front office or retail environment required.

· Previous experience in a medical office or medical spa preferred.

· Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.).

· Working knowledge of EMR and POS systems.

· Excellent organizational and multitasking skills.

· Strong accuracy and attention to detail.

· Ability to thrive in a team-oriented, fast-paced environment.

· Outstanding customer service and interpersonal skills.

· Professional, punctual, and dependable.

· Mandatory attendance at all special events and team meetings.

ADA Requirements: Candidates must be able to perform the essential functions of the position with or without a reasonable accommodation.

Physical Requirements: Tasks require the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may also involve extended periods of time at a keyboard or workstation.

Work Environment: Essential functions are regularly performed without exposure to adverse environmental conditions.