Patient Care Concierge

Description

FACE Saratoga is growing, and we’re looking for a warm, professional Patient Care Concierge (PCC) to join our team! This key role serves as the patient’s liaison, providing a warm and welcoming environment throughout their experience. This position will engage in phone inquiries and face-to-face consultations with potential and/or current patients from initial inquiry to follow-up. As part of this process, the PCC will educate patients on proposed treatment care plans, including payment options. The Patient Care Concierge will represent the practice and establish positive rapport with patients. This is an excellent opportunity to grow in the aesthetics industry and learn directly from a fellowship-trained facial plastic and reconstructive surgeon in a small boutique setting.

This position will be based out of our Clifton Park office before transitioning to our new Saratoga Springs office in summer 2026. 

Duties & Responsibilities:

• Respond to inquiries (via phone, email, and walk in) regarding consultations and procedures. Follow-up consultations with phone calls, letters, and other literature. 
• Manage patient communications through patient emails as well as in Touch MD and Aesthestix software programs for patient retention and engagement.
• Assist with coordination of cosmetic and surgical procedures, scheduling in-office procedures, and arranging pre- and post-op appointments.  Discuss pricing and financing options with discretion and professionalism, collect patient payments, and process surgical, hospital, and other fees associated with procedures. Generating and sending quotes and rhinoplasty morph images. 
• Assist patients in coordinating travel arrangements, lodging, and other logistical needs
• Follow-up surgery with a personal note or phone call.
• Maintain an expert knowledge of FACE Saratoga services, procedures, and processes. 
• Review and ensure an optimized clinic, procedure, and surgical schedule for doctors. Closely monitor schedule ensuring cancellations are filled. Review schedule weekly with Physician and surgery centers. 
• Contact patients who did not schedule surgery to evaluate and work on developing relationships to get them to eventually schedule. 
• Retain patients by recommending other services such as non-surgical treatments, skincare consultation, or laser services. Promote non-surgical and skin care services to patients. 
• Maintain contact with patients throughout the entire journey to ensure a positive experience. 
• Assist marketing team with social media photos, videos, and other content. 
• Sale and inventory of aesthetic products according to the inventory policy and ordering products as needed. 
• Complete surgical forecasting and maintain data surrounding the practice operations. 
• Work collaboratively and respectfully with peers and management to positively affect outcomes at the team, organization, and patient level. 
• Promote clear communication between different cohesive departments. 

Requirements

• High school diploma or equivalent.
• At least 1 – 2 years of sales experience is required. Experience in plastic surgery or medical office a plus
• Passion for aesthetics and a desire to learn and grow. 
• Demonstrates the ability to go above and beyond by possessing a solution-oriented mindset and taking initiative to meet the needs of our patients and the team. 
• Ability to exert subtle motivation and influence.
• Display a warm, friendly, and professional demeanor at all times. 
• Proven track record in meeting and/or exceeding goals. 
• Must be able to thrive in a start-up environment with the ability to adapt to multiple roles as needed, taking on responsibilities across different departments to care for patients. 
• Ability to work with staff at all levels, while remaining proactive, resourceful, and efficient, with a high level of professionalism, discretion, ethics, and confidentiality.
• Outstanding patient service skills and the natural ability to build relationships with patients while putting them at ease. 
• Comfort presenting quotes for high-cost procedures. 
• Ability to listen effectively and understand patient needs. 
• Strong attention to detail and organizational skills with superior communication abilities.
• Highly computer literate, including proficiency in the use of Microsoft Office applications including Word and Excel; ability to master internal systems quickly. 

  Compensation: the range for this position is $63,000 to $75,000. Actual compensation within that range will be dependent upon the individual’s skills, education, experience, and qualifications.

FACE Saratoga strives to create a fun and exciting atmosphere for both patients and employees. FACE Saratoga offers a consistent schedule with no weekend hours, a competitive salary, and a comprehensive benefits package, which includes health insurance, 401k, generous paid time off, and paid holidays. Discounts for our aesthetic services are also available.

If you are looking for a new opportunity with a practice that values its employees, believes in work/life balance, and prides itself on delivering compassionate, patient-centered care, we encourage you to APPLY TODAY!