POSITION SUMMARY
The Sales Operations & Treatment Coordinator (SO-TC) is a full-time, in-office role responsible for optimizing the clinic’s sales operations, technology, and reporting while also actively engaging in patient coordination and sales. This dual role ensures both operational excellence and revenue generation, directly supporting the executive team. The coordinator will evaluate and streamline processes, implement technology solutions, create reporting dashboards, and develop SOPs for training and execution. Simultaneously, they will engage in treatment coordination, driving revenue and leading by example in sales performance.
SCOPE OF POSITION
The primary responsibilities of this position include sales process optimization, technology integration, reporting, training, and treatment coordination.
Sales Process Improvement & Technology Integration
- Evaluate and optimize sales processes to ensure efficiency and alignment with clinic goals.
- Assess current technology use (CRM, EMR, QuickBooks, spreadsheets) and implement a centralized system for sales, marketing, finance, and reporting.
- Identify and eliminate redundant manual processes, ensuring all lead tracking is effectively managed through the CRM.
- Develop and implement dashboards and reports for real-time tracking of key sales metrics, accessible to the executive team.
- Within the first 90 days, establish an integrated system that syncs with QuickBooks and the EMR for streamlined financial and patient tracking.
- Create and execute SOPs for training staff on optimized sales processes and technology use.
Sales and Patient Conversion
- Assist in converting consultations into booked treatments, supporting the sales team in achieving a minimum conversion rate of 65%.
- Lead by example in sales performance, working as a treatment coordinator to close sales and earn commission.
- Prepare treatment plans and financial quotes promptly, ensuring a seamless patient experience.
- Follow up with patients post-consultation to address questions, reinforce recommendations, and close sales.
- Identify opportunities for cross-selling services and skincare products based on patient needs and interests.
- Ensure patients are re-engaged for future treatments, supporting the team in maintaining an 80% patient retention rate.
Patient Experience and Coordination
- Serve as the main point of contact for patients regarding treatment logistics, financing, and pre/post-care instructions.
- Schedule appointments accurately, ensuring appropriate time allocations for procedures, numbing, photos, and recovery needs.
- Communicate with patients about any scheduling changes, delays, or issues that may arise.
- Obtain testimonials and patient feedback to continually enhance the practice’s service quality.
- Conduct follow-up calls within 24 hours post-treatment to ensure patient satisfaction and address concerns.
Compliance, Training, and Administrative Duties
- Maintain accurate and up-to-date patient records in the EMR, ensuring compliance with clinic protocols.
- Ensure all financial agreements and treatment quotes are properly signed and documented.
- Train staff on new sales processes and technology integrations to improve efficiency.
- Track key sales performance metrics and provide regular updates to management.
- Ensure compliance with requirements and maintain proper documentation for all patient interactions.
Collaboration and Communication
- Work closely with the Sales Manager, medical providers, and executive team to ensure seamless operations and alignment with business objectives.
- Lead training sessions to educate staff on new sales workflows, CRM usage, and reporting structures.
- Provide feedback on patient interactions and opportunities for continuous improvement.
- Participate in regular team meetings to discuss performance, challenges, and workflow improvements.
ADDITIONAL REQUIREMENTS
Knowledge, Skills, and Abilities
- Strong interpersonal and communication skills with the ability to build rapport with patients.
- Proven ability to evaluate and optimize sales workflows.
- Experience implementing CRM and other sales technology solutions.
- Strong analytical skills for reporting and process improvement.
- Sales-driven mindset with a focus on meeting conversion and retention targets.
- Excellent organizational skills and attention to detail.
- Proficiency in EMR systems and digital communication tools.
- Ability to multitask and work in a fast-paced environment.
- Compassionate and patient-focused approach.
- Bilingual proficiency is a plus.
Experience, Certifications, Education
- Previous experience in sales, patient coordination, or medical administration.
- Experience in the aesthetics or cosmetic surgery industry is preferred.
- College degree preferred but not required.
- Experience with CRM systems and sales analytics is a strong advantage.
Work Hours
- In-office Monday through Friday, with at least one Saturday clinic per month.
- Expected to monitor and respond to patient inquiries via email, text, and phone within 24 hours.
- Weekend and after-hours availability for patient follow-ups, with one fully protected personal day per weekend.
- Required to respond to emails and texts from leadership and Dr. after hours as necessary.
Email your resume to colonialagency@gmail.com