Patient Liaison Scar Healing Institute Beverly Hills, CA Job Details Part-time | Full-time $20 - $32 an hour 22 hours ago Qualifications Medical documentation HIPAA Medical scheduling Attention to detail Dental office experience Full Job Description Position Summary We are seeking a personable, organized, and proactive Patient Liaison to serve as the primary point of communication between our practice and current and prospective patients. This role is responsible for providing exceptional customer service through social media messaging, nurturing patient relationships, encouraging authentic patient feedback, and following up with patients who have outstanding treatment plans or invoices. The ideal candidate is an excellent communicator who is empathetic, detail-oriented, and committed to helping patients feel informed, supported, and confident in moving forward with their care. Key Responsibilities Patient Communication Respond promptly and professionally to incoming direct messages across social media platforms. Answer general questions regarding treatments, procedures, pricing, financing options, scheduling, and the patient experience. Build trust with prospective patients while maintaining a friendly, knowledgeable, and professional tone. Escalate clinical or medical questions to the appropriate licensed provider when necessary. Maintain patient confidentiality and comply with HIPAA, California privacy laws, and practice policies when communicating through social media, phone, text, and email. Patient Feedback & Online Reputation Follow up with patients after their appointments to invite them to share honest feedback and, if they choose, leave an online review of their experience. Provide patients with links and simple instructions for leaving reviews when requested. Track review invitations and maintain accurate records of follow-up efforts. Help manage the practice's online reputation by encouraging authentic patient feedback while complying with all applicable privacy laws, platform policies, and practice guidelines. Never offer incentives for reviews, request only positive reviews, or engage in practices that could be considered review manipulation or review gating. Patient Follow-Up & Treatment Coordination Contact patients with outstanding treatment plans or unpaid treatment estimates to answer questions, discuss scheduling, review available financing or payment options, and assist patients in moving forward with recommended care if they choose. Re-engage patients who have delayed treatment by providing education, answering questions, and helping them understand the next steps in their care. Address patient concerns with empathy and professionalism while referring clinical questions to the appropriate provider. Schedule appointments and assist patients throughout the treatment acceptance process. Maintain accurate documentation of all patient interactions within the practice management system. Customer Service Deliver an exceptional patient experience with every interaction. Build long-term relationships through thoughtful, personalized communication. Respond to inquiries promptly while maintaining professionalism and confidentiality. Collaborate with providers and administrative staff to ensure seamless coordination of patient care. Qualifications Previous experience in customer service, patient coordination, medical or dental offices, aesthetics, or healthcare preferred. Excellent written and verbal communication skills. Strong understanding of social media messaging platforms. Comfortable discussing treatment plans, pricing, financing, and scheduling. Highly organized with exceptional attention to detail. Proficient with CRM and practice management software, or the ability to learn quickly. Professional, compassionate, and confident when communicating with patients. Ability to multitask and manage multiple conversations simultaneously. Knowledge of HIPAA privacy requirements or willingness to complete HIPAA training before independently communicating with patients. Preferred Skills Experience as a patient coordinator, treatment coordinator, or healthcare customer service representative. Sales or treatment coordination experience with a consultative, patient-centered approach. Experience conducting patient follow-up campaigns. Strong understanding of ethical patient communication and online reputation management. Excellent problem-solving and relationship-building skills. Goal-oriented mindset with a focus on patient satisfaction, treatment acceptance, and retention. Success Metrics Timely response rate to social media inquiries. Conversion of prospective patients into scheduled consultations. Number of patients who choose to share authentic online reviews. Treatment acceptance rate for outstanding treatment plans. Reduction in aging outstanding invoices. Patient satisfaction and quality of communication. What We're Looking For We're looking for someone who genuinely enjoys connecting with people and is passionate about delivering an outstanding patient experience. The ideal candidate is personable, proactive, organized, and committed to building trust through clear, compassionate, and professional communication. Every interaction should reflect our commitment to exceptional patient care while maintaining the highest standards of privacy, ethics, and professionalism.

Pay:

$20.00 - $32.00 per hour

Work Location:

Hybrid remote in Beverly Hills, CA 90210