Hair Restoration Counselor   

The Hair Restoration Counselor oversees the total patient experience from pre-consultation to post-treatment follow-up, in turn helping providers treat more patients, giving patients time to discuss their concerns, and track follow up on consults performed.    

Job Responsibilities 

Synchronized and Optimized  

Provide comprehensive consultation services to patients before and after they meet with the doctor, ensuring they are on the right treatment plan. 

Achieve office growth in procedures performed- meeting assigned growth goals each year.  

Responsibilities include meeting with patients, capturing high quality photos, presenting patients with financial quotes, providing and reviewing aftercare with patients, scheduling procedures, and processing all paperwork.   

Patient Scheduling  

Develop a follow up and leads tracking system through EMA and other systems and tools. 

Answer patient queries via phone or email by communicating in a friendly and personal manner.   

Work as a team with Hair Restoration Techs and providers to explain to patients’ best procedures, stay up to date on new services, and to schedule best times for procedures. 

Assist when able with regular phone answering, booking appointments, taking deposits, etc.  

Patient Satisfaction and Experience  

Have effective post-appointment surveys to audit UPE behaviors and assess NPS scores for each visit. 

Perform follow-up and provide special focus on consultations that have not been booked, missed, or canceled their procedure to make sure all questions or concerns are answered. 

Maintain regular communication with clients throughout their treatment journey.  

Provide ongoing support, address any concerns or questions they may have, and ensure their satisfaction with the treatment process. 

Education  

Work closely with providers to explain the best procedures to patients and stay up to date on new services. 

Discuss revenue and profit goals with office management and create plans to drive profit. 

Must learn EMA for scheduling, reporting, and for patient charting.   

Train staff on hospitality concepts to ensure a high level of patient satisfaction. 

Must be autonomous in learning new procedures and products and may be asked to build training materials. 

Promotional Efforts 

Work with marketing and General Manager to do campaigns or promotional events directly related to patient interests and provide information directly to the marketing team based on patient consultation information.  

Assist with cosmetic marketing, promotional materials, aftercare handouts, etc. 

Help capture social media video clips when time permits.   

Key Performance Metrics 

Increase in the number of procedures performed. 

Growth in revenue and CLP for the office. 

Improvement in patient satisfaction scores. 

Efficiency in scheduling process with minimal errors. 

Timely response to patient inquiries, ideally within 24 hours of inbound 

Qualifications 

• 5 years of experience as a Cosmetic Coordinator, Patient Liaison, or similar role required. 

• Experience in setting up a new team and department with prior leadership skills is preferred. 

• Able to work hours that office is busiest- which may include evenings and some weekends.  

• Able to properly communicate verbally and written (email) to doctors, medical providers, and patients.  

• Exceptional customer service and marketing skills. 

• Excellent verbal and written communication skills. 

Travel 

From time to time, operational business needs (e.g. training sessions, vendor calls, etc.) may require employee travel to alternate locations within SDG organization based upon management discretion. 

Work Environment 

• This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of an employee.  

• This job operates in a professional work environment.  

• This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines. 

• While performing the duties of this job, employee is regularly required to talk; hear; stand; walk; use hands to finger; handle or feel; and reach with hands and arms. 

Pay Range: $22.60-$28.35