Surgical Patient Coordinator at Donaldson

About Donaldson Health

Donaldson Health (“Donaldson”) provides Surgical, Aesthetic, and Functional Medicine treatments to empower you to unleash your inner confidence and bring out the very best version of you. We celebrate the uniqueness of each patient’s journey and provide an uplifting, empowered environment at the intersection of medical and boutique retail — not a spa, and not a stuffy doctor’s office.

We keep it real. We resemble our patients who are smart and active and down-to-earth, with families and hobbies and multiple interests. We identify with our patients’ concerns, understand their perspectives and are here to help. We take our jobs seriously and do not treat medical aesthetics like reality TV. And because we understand the mind-body connection, we see the whole person — not just a body part or a quick-fix procedure.

Surgical Patient Coordinator Overview

At Donaldson, the Surgical Patient Coordinator plays a vital role in the Practice’s surgical patient interactions. With responsibility to surgeons and their patients, the Surgical Experience Coordinator demonstrates the Donaldson culture to both new and potential clients, while fostering an environment of cooperation, positivity, and empathy amongst the team. Executing the surgical coordination system, the Surgical Patient Coordinator builds relationships with surgery centers and vendors to ensure Donaldson’s reputation only grows. The Surgical Patient Coordinator is focused on keeping surgeons busy in the OR by coordinating across the organization to develop strategies that maximize productivity and conversion. Finally, and most importantly, the Surgical Patient Coordinator is responsible for the development of meaningful, caring, and collaborative relationships with all our patients.

Core Responsibilities

• Assist patient through the surgical booking experience, from prepping quotes for the initial consultation to the interactions with patients between initial consultations and surgery booking and any communications prior to the surgery.
• Maintain intricate knowledge of surgical procedures and Practice offerings and pricing models and goals and be able to interpret and apply that knowledge to meet patient goals with ultimate goal of booking surgeries.
• Quickly build accurate quotes based on information provided by individuals in the first consultation, and communicate with patients about surgery quotes, financing options, and cancellation policy, helping them understand options and working with them to book the surgery.
• Provide detailed written summaries of quotes to patients and potential patients after initial consultation to give them all relevant information needed to be able to book surgeries.
• Track quotes given and booking rate; track reasons given for not booking, and follow up with those who have not elected the surgery to try to get them to book; set up in-person consults as needed to try to drive booking.
• Once patients have booked surgery, schedule surgery and payment deadlines and communicate information to the patient; during second consultation, meet with the patient and go over before and after photos, walk patient through the surgical journey, both before and after, and answer any questions patient may have.
• One week prior to surgery, send patient details needed immediately before or the day of the surgery, share testing requirements and items for patient to take to the surgery center and confirm implant info.
• Ensure all patient paperwork is completed prior to surgery and order any pre-admission testing or pre-operative clearance as needed; additionally, ensure results are received and recorded
• Build relationships with surgical patients to enlist vocal brand ambassadors.
• Manage OR and procedure schedules, including coordinating timing and paperwork with surgery centers and second consult and procedure schedules internally.
• Manage patient payment spreadsheet; check in prior to surgery and follow up with patients if needed; communicate cancelling and rebooking as needed for non-payment; find other patients to fill canceled spots.
• Collect and accurately patient copayments and insurance payments.
• Submit accurate prior authorizations for insurance cases to ensure coverage and coordinate communications with insurance companies.
• Receive and coordinate verification of post-operative reports from the Surgeons.
• Complete LOA and FMLA paperwork for patients for surgery patients.
• Oversee implants for surgery, including procuring right sizes, filling out consignment sheets, and providing implants to first assist to bring to the surgery center; order implants or notify responsible individual as necessary to maintain stock; track and label implants in inventory.
• Accountable for tracking and managing implant warranty cases; work with First Assist to ensure implants are explanted and sent back to the manufacturer; follow up as needed to resolve issues.