OCT 2018

MedEsthetics—business education for medical practitioners—provides the latest noninvasive cosmetic procedures, treatment trends, product and equipment reviews, legal issues and medical aesthetics industry news.

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Page 26 of 68

patient care coordinator looks like. Set expectations for attitude, attire and attention to detail, and outline com- pensation, hours and benefi ts. The more specifi c—and honest—the description, the better the chance of attract- ing qualifi ed applicants who will be a good long-term fi t for your practice. When to Hire As soon as you can afford to hire an additional employee, you should prioritize this role. Even if the budget necessi- tates a Jack or Jill of All Trades—someone who will answer phones, turn over and clean rooms, coordinate with vendors and help with patient communication—your focus should be on the individual's ability to convert leads and improve retention through communication with existing and prospective patients. Once the practice grows enough to continue hiring, each subsequent employee can then takes something off the coordinator's plate so they can focus on patient care coordination, communication and lead generation. Ideal Characteristics When interviewing candidates, listen for outstanding communication skills. This position requires a high level of sophistication required to build deep relationships with a particularly erudite clientele. Look for résumés that highlight true consultative sales experience with quantifi able metrics such as the number of dollars sold and customers acquired. We recommend that a candidate have a minimum of three-to-fi ve years of high-end or luxury sales, sales management or medical practice management experience. Experience as a medical device sales manager, senior-level pharmaceutical sales rep, cosmetic surgery offi ce man- ager, medspa owner, or similar position is also favorable. However, an understanding of how to communicate with luxury buyers is most important. It is easier to teach a new employee the nuances of your services and techniques than it is to teach them how to sell those services and build relationships. Also prioritize candidates with a bachelor's or advanced degree. This position often requires calling and emailing 50 to 100 or more patients a day so organizational skills are imperative. The coordinator also needs to be able to type quickly and accurately. When evaluating candidates, ask if they can demonstrate a record of successful task completion. Do they have excellent follow-up and organi- zational skills? A great patient care coordinator has a clean inbox, an empty voicemail and an innate inability to leave tasks incomplete. Be sure to do your due diligence before offering any ap- plicant a position. Call their references and past employers. Ask the former employers about their experiences with the candidate as well as the applicant's specifi c responsibilities while in that role. Whether you are a brand-new practice in need of that fi rst employee, a growing practice that is ready to hire a dedicated patient care coordinator or you have the unfortunate need to replace an existing coordinator due to turnover, remember that hiring is more of an art than a science. Consider experience and pay attention to your gut feelings. This is a key position that hinges on an individual's ability to make others feel safe, cared for and heard. Ed Syring is senior vice president and Dan Grantham is senior director of Yellow Telescope, a consultancy serving private medical practices. Contact them at BUSINESS CONSULT 24 OCTOBER 2018 | MedEsthetics © GETTY IMAGES This position often requires calling and emailing 50 to 100 or more patients a day so organizational skills are imperative.

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