Patient Success Specialist

Company Overview:

Skin Clique, founded in 2018 by Dr. Sarah Allen in Charleston, SC, has carved out a niche in providing in-home, on-demand medical aesthetic services across the nation. Our commitment to delivering top-quality, medical-grade treatments and complementary skin care products, all within the comfort of our clients' homes, truly sets us apart. Currently, Skin Clique partners with 600 providers in 41 states, and our goal is to expand our provider team to over 1,000 in the next year. Skin Clique offers its patients luxury, innovation in skincare, and exceptional customer experience. Skin Clique Team Members are committed to delivering quality while consistently striving to remain ahead of the curve.

Position Overview:

The Patient Success Specialist will be responsible for nurturing, educating, and converting a high volume of leads who require additional information before committing to our innovative skin health solutions. The Patient Success Specialist is crucial in transforming interest generated by marketing efforts into loyal, satisfied patients. This role will focus on lead nurturing and conversion, trust building, and fostering allegiance to Skin Clique.

Responsibilities:

• Personalized Communication: Establish and maintain personalized communication with leads to understand their needs, concerns, and preferences using phone calls, emails, and messaging platforms.
• Educational Guidance: Direct patient leads to educational materials to help them progress toward conversion.
• Complimentary Consultations: Offer complimentary consultations to educate leads about Skin Clique services, answer questions, and provide personalized recommendations.
• Showcase Success Stories: Share testimonials, success stories, and before-and-after photos from satisfied clients to build trust and credibility.
• Structured Follow-Up: Implement a structured follow-up sequence to stay top-of-mind with leads, including follow-up emails, phone calls, or scheduling follow-up appointments.
• Responsive Support: Provide timely and attentive support to address leads' questions, concerns, and inquiries. Engage with leads via phone, email, and social media.
• Incentives and Promotions: Offer value-added services, such as special promotions, discounts, or exclusive perks, to encourage leads to schedule consultations or book treatments.
• CRM Utilization: Use CRM tools to track lead interactions, segment leads based on interests and preferences, and automate follow-up communications to ensure no leads are overlooked.
• Continuous Improvement: Continuously evaluate and optimize the lead nurturing and conversion process using feedback, data analytics, and performance metrics. Identify and implement strategies for improvement.
• Analytics and Reporting: Report analytics to the COO and develop strategies based on findings to improve patient success efforts.

Requirements

• A friendly and energetic personality with customer service focus
• Strong communication skills, both verbal and written
• Strong time management skills, and the ability to stay organized working in a busy inbox and phone line
• Knowledge of the beauty or aesthetics industry is a bonus
• Ability to think creatively and conceptually
• Strong interpersonal skills and executive presence
• Ability to prioritize, negotiate, and problem solve
• Ability to drive results and ensure accountability
• Basic understanding of sales principles and customer service practices
• Ability to perform under pressure and address complaints in a timely manner
• High school degree; BS degree in Marketing or related field would be a plus
• Experience in HubSpot or an equivalent CRM is a plus

Benefits

• Health Care Plan (Medical & Dental)
• Retirement Plan (401k)
• Paid Time Off (Vacation, Sick, & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term Disability and AD&D
• Training & Development