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Patient Coordinator Compensation Plans

Your practice’s success depends on its ability to not just attract prospective patients, but to convert those patients into actual paid procedures.

The linchpin in this process is the patient coordinator since they are the one who is transitioning a nervous consumer into a scheduled surgery by walking the prospective patient through the journey and asking for the decision, while collecting the deposit.

There is nothing easy about this process since it involves lots of emotion. So, your coordinator needs the right balance of professionalism, skill, and passion, since it’s their job to bond with patients so they relax and open up.

Then to present options to give patients the result they want, and added to that, understand the art of persuasion so patients actually make a decision, rather than continue to think about it.

The person you put in this position is invaluable to your practice. They serve as the bridge between a patient’s aspirations and the realization of those goals through surgery.

So, to convert these patients more often than not, the best patient coordinators use these skills below:

Build Trust and Rapport

First impressions can make or break a patient’s decision to proceed with a procedure, so it’s critical they have the people skills to quickly bond with the apprehensive would-be surgical patient who is feeling vulnerable and overwhelmed.

Remember, patients considering plastic surgery are making deeply personal decisions that are tied to their self-image and confidence.

A patient coordinator who is trained in communication skills can create a comfortable environment that builds trust. This rapport is crucial because when patients feel heard and understood, they are more inclined to open up about their wants, desires, and fear.

Offer Financial Solutions

Cost is a significant consideration for a majority of cosmetic patients. A coordinator skilled in finance can guide patients through pricing, payment plans, and financing options. Their ability to simplify the financial side of surgery can be a major factor in moving from consultation to paid procedure.

Master the Art of Converting Consultations

Converting consultations is an art form that requires a blend of empathy, procedure knowledge, and sales skills. A professionally trained patient coordinator understands the nuances of human psychology and can navigate a patient’s concerns and desires.

They know how to present options and address objections and that increases the likelihood of converting consultations into paid procedures.

How Should Coordinators Be Compensated?

This role is not for the faint of heart. Every day can be an emotional roller coaster when you are dealing with the public.

When you find a coordinator with great people skills, give them the training they need to represent you professionally and then pay them accordingly. By the way, this is not an overhead expense. This is an investment in your practice growth and not the time to penny pinch since this is your practice money-maker.

The right coordinator will be a game changer so show them respect and appreciation by paying them for a job well done so they stay motivated to bring their A-game every day.

Here are various comp models that work well in plastic surgery offices:

Base Salary Plus Commission

This is a common structure where coordinators receive a base salary with the addition of a commission for each procedure booked. This incentivizes them to convert consultations but also provides them a safety net, so they don’t feel pressured to push patients beyond their comfort zone.

Performance-Based Bonuses

In this model, coordinators are paid on productivity and receive bonuses based on the number of successful conversions they book and there is no cap.

This will motivate coordinators to go above and beyond to improve their conversion rates by making that one extra follow up call and/or asking, once again, for the decision.

Tiered Compensation

Some practices implement a tiered compensation structure, where coordinators can achieve higher bonus percentages as they continue to exceed the stated goals.

And there is not a best comp plan. There is only one that works best in your practice for your patient coordinator since some coordinators work better under the pressure of only being paid on productivity and some need the assurance of both base and commission. I recommend you give them a choice of how they want to be compensated for their efforts and then hold them to it.

If you need help training the right coordinator for your practice to take it to the next level, let’s talk. I have been training coordinators for decades and will turn your coordinator into a revenue-producing rock star using my proprietary Converting Academy.

Your coordinator receives the strategies, scripts, structures and tools to convert consultations professionally. They also get one-on-one coaching with me personally to hold them accountable to ensure they represent your practice with excellence.

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