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Ep.123: The Patient Coordinator Role

Beauty and the Biz episode #123: The patient coordinator roles and responsibilities and patient coordinator mindset

Welcome to “Beauty and the Biz”, where we talk about the business and marketing side of plastic surgery. In this episode, we’ll go over the patient coordinator roles and responsibilities. 

I’m your host, Catherine Maley, author of “Your aesthetic practice – What your patients are saying”, and consultant to plastic surgeons to get them more patients and profits. 

The Patient Coordinator Role

You may not realize how insanely difficult it is to get a complete stranger to buy your cosmetic services.

First, they need to become aware of you. Then research you enough to feel compelled to contact you, then meet you and then say yes to you and hand over their credit card.

A lot happens between each of those stages, but especially at the converting stage when your would-be patient is at the pivotal moment of saying yes or….

“I have to think about it and call you back.”

 A professionally trained coordinator would NOT set herself up for failure by letting this happen in the first place.

She would use proven strategies to not only avoid this from happening, but to methodically prepare the prospective patient to say yes instead.

But here’s what I see in many practices….

Too many coordinators have been placed in the role with no sales training.

Sure, they are nice people, may look the part and be educated on your procedures and processes.

However, they don’t have the mindset, sales methods or structure to convert more often.

And just because your coordinator has been on the job for years doesn’t mean she’s a professional living up to her potential.

Without professional training, she’s actually working with one arm behind her back and not able to give you the best results you both want.

For example, see if your patient coordinator has these attributes:

patient coordinator roles and responsibilities patient coordinator mindset

Patient Coordinator Role, Mindset and Attitude

A patient coordinator must love serving the public. She must be curious about others and helping them get what they want.

She is open and friendly with a ready smile, great eye contact and has a confidant air about her that puts strangers at ease quickly.

She doesn’t see her role as “selling” but rather as “serving” the public to help them make a good decision.

Her patient coordinator mindset is money-driven. She appreciates your skill and expertise and calmly explains why you charge what you charge without apologizing for it.

 

A Coordinator Builds Rapport

A professionally trained coordinator listens and learns.

She acts as the patient’s aesthetic advisor to help them through their journey, so they are comfortable every step of the way.

She builds rapport by asking strategic questions to help her bond with the patient.

These questions also help her get to know the prospective patient’s pre-conceived beliefs, expectations, and hot buttons to better gauge where the patient is coming from emotionally, physically, as well as financially.

 

A Coordinator Promotes the Surgeon as the BEST Choice

The role of a patient coordinator: The right coordinator knows how to strategically build you up BEFORE the patient consultation, so the patient is 70% more likely to say yes during their visit.

The right coordinator “drinks the Kool-Aid”. She loves the plastic surgery industry.

She’s fascinated with the transformations that happen with your patients and wants that for new prospective patients who visit you.

She partakes in the services herself and has no qualms about people spending money to enhance their appearance and confidence.

She is your biggest fan and knows how to brag about you using presentation tools, so the would-be patient also sees you as the best choice.

 

A Coordinator Knows How to Present

The perfect patient coordinator roles and responsibilities training will allow them to know how to use verbal cheerleading to present the quote, so the patient understands all that goes into it and is excited to proceed.

She confidently articulates the process, so the patient is comfortable with the steps that follow
and reiterates the benefits of choosing you and your practice.

The coordinator checks in with the patient throughout her presentation to be sure the patient is following along and still engaged.

patient coordinator roles and responsibilities patient coordinator mindset

A Coordinator Knows How to Convert

The professionally trained coordinator knows there is a pivotal point when she stops presenting and asks for the decision in a smooth way that makes it comfortable for the patient to say yes.

And, if the patient does have questions or objections, the coordinator calmly addresses them and asks for the decision again using a different angle.

So, how did your patient coordinator stack up?

Does it sound like you have a trained professional who knows the role of a patient coordinator, and who can effectively wield the patient coordinator roles and responsibilities to the best of her ability?

The point of all this is to remind you that there are nuances to everything.

For example, there are nuances to surgical techniques that make all the difference in your outcomes and the same goes for converting consultations.

Without knowing these small nuances in the process of converting consultations to paid procedures could be holding her back from greater results.

If you believe your patient coordinator could benefit from professional patient coordinator roles and responsibilities training, to improve the patient coordinator role, please check out The Converting Club for Coordinators at my website catherinemaley.com where I professionally train coordinators to convert more consultations professionally and confidently.

If you want to talk more about your specific situation, just leave me a message
Or DM me on Instagram

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➡️ Robert Singer, MD FACS – Former President of The Aesthetic Society
➡️ Grant Stevens, MD FACS – Former ASAPS President
➡️ E. Gaylon McCollough, MD FACS – Former President of AAFPRS, ABFPRS, AACS

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Catherine Maley

Catherine Maley

Catherine is a business/marketing consultant to plastic surgeons. She speaks at medical conferences all over the world on practice building, marketing and the business side of plastic surgery. Get a Free Copy of her popular book, Your Aesthetic Practice: What Your Patients Are Saying View Author Profile.

BEAUTY AND THE BIZ

Beauty and the Biz is for Plastic Surgeons who know they don’t know everything and are open to discovering the pearls to grow and scale a sellable asset when they’re ready to exit.

Listen in as Catherine interviews surgeons who talk about the business and marketing side of plastic surgery and listen to Catherine’s pearls from consulting with plastic surgeons since Year 2000.

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TESTIMONIALS

5/5
"Catherine outlined a plan that put key metrics in place, gave us a clear plan to follow throughout the year and trained our staff to increase their conversions by at least 10%. Since engaging with Catherine, I’m happy to report that revenues are up 15% over the last three months - 22% in the last month alone! I highly recommend Catherine’s consulting services to any practice looking for “best practice” additions to their operation."
Robert Sigal, MD
Robert Sigal, MD
"I have finally tapped into the most efficient way to grow my cosmetic practice and that is to “fish in the pond of my own patients”. When patients return to my practice, over 85% will purchase another service, product, or procedure. Not only was it worth over $200,000 in revenues this past year, it also reminds my patients I’m still around so they don’t wander off to my competitors. Catherine’s group has far exceeded our expectations and goals we had set up for them to achieve."
Victor Ferrari, MD
Victor Ferrari, MD
"Our consult conversions were running at 40-50%. Then we attended Catherine’s online training and implemented her strategies. They immediately increased conversion rates to 75-80%."
Anthony Corrado, MD
Anthony Corrado, MD
"I know how to run a profitable practice; however, it was not without major staff issues, inefficiencies and unproductive drama. With Catherine's guidance, I reorganized staff, set up processes for them to carry more of the workload and hold them accountable so I have more time to focus on patient care. The changes we put in place and the staff training to convert more callers and consultations will easily increase my revenues by 15% as well as save us time, money and costly mistakes. "
Evan Sorokin, MD
Evan Sorokin, MD
"Working with Catherine and her team has been very profitable. We’re only half way through the year and I’m up $200K and I’m booked out for the next 2 months even though we typically go into our slow summer months now. Her recent promotion brought in an extra $63,782 with more surgeries scheduled. I never realized how much money was sitting in my patient list but I’m a believer now!"
Robert Langdon, MD
Robert Langdon, MD
"Catherine Maley has one of the best Marketing Minds in the aesthetic industry, bar none. She understands the aesthetic patient and she also understands the challenges and frustrations we face as aesthetic surgeons. You will benefit from Catherine's tools whether you are new in practice or a seasoned professional.Turn to Catherine for guidance - she knows what she's talking about."
Edwin Williams, MD
Edwin Williams, MD
“Catherine’s Cosmetic Patient Marketing Service has been a great addition to our practice-building overall plan. While we still invest in our online presence, we also found immense value in the internal marketing efforts. We especially like that all results are tracked so we know we are getting a great return ... last year it was 1,148% and no staff time was used. That’s a much easier way to grow my cosmetic practice.”
Mark Mason, MD
Mark Mason, MD
"Catherine Maley turned our practice around. We converted more consultations in one week than we did in an entire month. Our practice went from a painful 50% no show rate to a remarkable 85% show rate. Even more impressive was our close ratio - from 35% to 80% and still increasing. We would recommend her to any practice that’s looking to not only increase their profits today, but sustain a healthy flow of income for many years to come. Thanks Catherine!"
Sam Assassa, MD
Sam Assassa, MD
"Catherine found me the best patient care coordinator I could have asked for. She worked out a payment plan that was fair to me and motivating to my coordinator. She also provided training tools to help my coordinator convert better, even though she was already experienced. The results have been phenomenal. So good, in fact, that my income increased 250% and I’m booked out for 3 months. Don’t waste any more time or money doing it yourself. Outsource to someone you trust!"
Andrew Lofman, MD
Andrew Lofman, MD
"Since we’ve been working with Catherine and her team for the past 5 months, we’ve brought in $79K in surgeries and have booked an additional 17 surgical procedures and 20 non-invasive body procedures since then. This does not include the additional new patient referrals and revenues we are seeing from the on-going nurturing of my current patient database."
Verne Weisberg, MD
Verne Weisberg, MD
"I had given my staff the goal to convert at least $35K per week in surgeries AND I gave them the tools to help which was Catherine’s Online Learning Center at More Patients Academy. They watched Catherine’s modules and implemented her strategies and converted $80K! That equaled a 2,550% ROI. Nice!"
Adam Stein, MD
Adam Stein, MD
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