Job Title: Patient Advisor / Hair Transplant Sales
Position Summary:
This pivotal role involves guiding patients through their hair restoration journey—from initial inquiries to post-surgery care. You will provide expert advice, manage the entire patient experience, handle finances, and ensure all compliance requirements are met. Your goal is to deliver exceptional customer service, build trust, and contribute to the growth and reputation of The Wimpole Clinic and yourself as an advisor.
Chain of Command:
Operations Director
Key Responsibilities:
1. Patient Consultation and Sales
* Engage with potential patients through phone, email, or online platforms, answering queries and providing comprehensive information about hair transplant procedures.
* Schedule and conduct consultations (virtual or in-person) to assess patient needs, explain available options, and tailor solutions to meet expectations and ensure that they are met by a surgeon prior to the surgery.
* Build trust and guide patients toward booking, clearly explaining pricing, payment plans, and financing options.
* Secure bookings by collecting deposits, issuing receipts, and ensuring accurate records of all transactions.
1. Pre-Surgery Coordination and Compliance
* Manage patient documentation, ensuring all medical forms, consent forms, and pre-op instructions are completed.
* Work with medical teams to confirm patients’ eligibility for surgery based on health and medical assessments.
* Ensure compliance with all legal and regulatory requirements, maintaining accurate and up-to-date patient files.
* Coordinate with surgeons, technician’s scheduler, and administrative teams to finalize surgery schedules and logistics.
1. Patient Support and Post-Surgery Follow-Up
* Serve as the primary contact for patients throughout their journey, addressing any questions or concerns promptly and professionally.
* Provide clear pre-operative guidance and aftercare instructions to ensure patients are well-prepared and supported.
* Conduct follow-up calls or appointments to monitor recovery progress and address post-surgical concerns while adhering to the protocols set out by the clinic.
1. Complaint Resolution and Feedback Management
* Handle patient complaints with professionalism, offering empathetic solutions and escalating complex issues to management when necessary. All communication needs to be recorded in compliance with the complaints handling policy.
* Collect and analyse patient feedback, encouraging reviews and testimonials to enhance the clinic’s reputation.
* Implement strategies to improve patient satisfaction from both yours and the clinic's perspective based on insights from feedback.
1. Financial and Administrative Responsibilities
* Accurately manage all financial transactions, including deposit collection, payment scheduling, and reconciling patient accounts.
* Collaborate with the finance team to ensure compliance with financial policies and procedures.
* Maintain meticulous records of patient interactions, payments, and medical documentation.
1. Team Collaboration and Professional Development
* Work closely with Commercial, Sales, Marketing and medical teams to optimize the patient journey and improve conversion rates.
* Stay up to date on the latest hair restoration techniques, compliance requirements, and best practices through ongoing training.
* Participate in team meetings to share insights and improve clinic operations.
Clinics assessments on a quarterly basis will be based on these Key Performing Indexes:
* Commercial:
* Follow up on open leads
* Upsells Products, Concierge services, Premium packages.
* Therapies
* Longevity
* Operational:
* Patient advising, related to feedback from internal reports.
* Medical compliance.
* Exceptional customer service and interpersonal skills with a focus on empathy and patient care.
* Compliance standards: All processes are accurately documented and followed, including verbal and written communication.
* Payments, deposits, and financing agreements.
* Refunds and reasoning
* Accuracy in graft estimation with the surgeon / costing implications
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Sales and Business Development
Industries
Hospitals and Health Care
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