Patient Experience Coordinator

Under the supervision of the Director of Surgical Services and the Refractive Manager, this position is responsible for assisting in all functions of patient experience and marketing departments and taking part in business development and marketing initiatives, Including internal marketing, digital marketing, social media and reporting on engagement. As a patient experience coordinator you will follow all patients journeys at the practice from initial telephone call through to their follow-up care and satisfaction after the procedure. This may include, but is not limited to, answering Lasik inquiries via telephone and online, coordinating patient's visits to ensure the highest level of customer service, working hands-on with patients through scheduling surgery and to manage surgery days at the facility. Continually working to increase our market presence and boost sales, and to assist with the day to day administration working in tandem with all other departments and locations. Full time schedule, Monday-Friday, 8:00am-5:00pm, Hybrid flexibility. 

Essential Functions 

• Reasonable accommodations may be made for individuals with disabilities to perform essential functions. Exceeds practice’s sales and profitability goals. 
• Develop and execute marketing strategies 
• Assists in ensuring all processes and operating systems in the areas of LASIK, PRK, ICL, CLE, cataract surgery retention, customer service, and Boston Vision operations are properly deployed and optimized. 
• Ensure consistent and timely internal marketing initiatives are implemented such as slide shows, newsletters etc… 
• Assists in tracking timely reporting of all key performance metrics.
• Knowledgeable of current goal standards and Boston Vision guidelines.
• Consistently working prospective leads through MD prospects Promoting patient reviews and managing reviews through MD Identity and Howdiditgo
• Assists in managing all aspects of surgical flow to ensure patient satisfaction 
• Counsel patients on Lasik and Lifetime re treatment agreement 
• Assists in deployment of all patient referral programs Other duties as assigned 
• Competencies Proficiency in Practice Management software and Microsoft Office Experience with Marketing and Social Media Campaigns High level customer service skills Critical thinking and problem solving skills Process management capabilities Conflict resolution Positive and flexible demeanor Attention to details Highly organized 

Work Environment 

• This role operates in a professional medical office environment routinely using standard office equipment such as computers, telephones and files.

Travel 

• Although this position will be based predominantly in Brookline, occasional travel to Andover, Milford, Medford or Wellesley may be expected. (Mileage is reimbursed) 

Required Education and Experience 

• Marketing experience or education required
• Management experience preferred 

Work Authorization 

• All employees must be already authorized to work in the USA 

AAP/EEO Statement 

• Boston Vision is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws. 

Other Duties 

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this role. Responsibilities and activities may change at any time with or without notice.