Patient Experience Specialist (PES)

Bengtson Center for Aesthetics & Plastic Surgery; Grand Rapids (MI); On-site; USD 35,000 - 50,000; Full time

Job summary

A premier aesthetic clinic in Grand Rapids is seeking a Patient Experience Specialist to enhance patient interactions through clear communication and effective scheduling. The role is full-time, requiring experience in a healthcare environment and an organized, self-motivated approach. Candidates should have strong interpersonal skills, knowledge of surgical and non-surgical procedures, and proficiency in Microsoft Office. The position involves supporting patients and maintaining compliant, confidential updates according to HIPAA standards. Competitive work environment, primarily onsite.

Qualifications

• Prior experience in a healthcare setting, preferably MedSpa or plastic surgery.
• Knowledge of skincare and procedures is strongly preferred.
• Exceptional interpersonal communication skills with clients.

Responsibilities

• Respond to patient communications via calls, texts, and emails.
• Schedule appointments for 15+ providers in a timely manner.
• Educate patients on services, procedures, and financial policies.

Skills

Interpersonal communication skills

Organizational skills

Ability to prioritize work

Basic problem-solving skills

Time management

Typing speed of 50 WPM

Education

Associate degree or equivalent experience

Tools

Microsoft Outlook

EMR systems (NexTech preferred)

Microsoft Word

Microsoft Excel

Job description

About the Role

The Patient Experience Specialist supports patients by:

• Responding to calls, texts, and emails
• Educating patients on services, procedures, and skincare
• Credentialing our surgeons and providers
• Scheduling appointments across 15+ providers
• Preparing patients with pre‑visit guidance and resources
• Ensuring every interaction feels personal, thorough, and consistent with the Bengtson Center standard

Job Summary

• Building trust and rapport through high‑quality phone, text, and email communication
• Maintaining accurate and confidential patient records in compliance with HIPAA
• Distributing incoming correspondence (fax, email, text) promptly within the practice
• Developing a deep understanding of our surgeons’ backgrounds and specialties
• Gaining comprehensive knowledge of all surgical and non‑surgical procedures, skincare, and retail
• Sharing educational resources such as curated website pages and YouTube videos
• Collaborating with patient billing and accounting teams when questions arise
• Providing concierge‑level service by credentialing our providers and guiding treatment decisions
• Preparing patients ahead of appointments with clear expectations and pre‑treatment instructions

Education & Experience

• Prior experience in a healthcare setting; MedSpa or plastic surgery experience preferred
• Knowledge of skincare, non‑surgical, and surgical procedures strongly preferred
• Organized, self‑motivated, and able to work with urgency and independence
• Associate degree plus 2–4 years of related experience preferred (or equivalent experience)
• Exceptional interpersonal communication skills
• Ability to prioritize work and operate with minimal supervision
• Strong working knowledge of Microsoft Outlook, Word, and Excel
• Minimum typing speed of 50 WPM
• Ability to work efficiently in high‑pressure situations
• Experience with EMR systems; NexTech preferred
• Competent with general office equipment
• Basic problem‑solving and troubleshooting skills
• Familiarity with medical terminology preferred
• Ability to perform basic mathematical calculations
• Credential the practice, surgeons, and providers confidently
• Complete all required HIPAA and compliance training
• Respond promptly to all incoming communication (calls, texts, emails)
• Manage conversion reporting across multiple systems
• Perform daily audits and distribute Infomail correspondence
• Schedule aesthetic treatments for 15+ providers
• Educate patients on the Financial Policy, loyalty programs, and promotions
• Promote and explain financing options (PatientFi, CareCredit)
• Assist leadership by recommending and implementing best practices
• Stay current on all technologies, products, and treatments across BCAPS and NVSS
• Update patient profiles and assist with Patient Portal completion
• Review calls in Patient Prism for self‑education and accuracy
• Learn and utilize NexTech to its full capacity
• Collect surgical and non‑surgical payments in accordance with policyReport adverse patient or provider experiences to the Office Manager
• Educate patients on treatment protocols and recommended products
• Review daily pre‑payment reports and coordinate with Billing Specialists
• Engage in ongoing training and self‑directed learning
• Maintain honesty, integrity, and professionalism in all interactions
• Assist with special projects as identified by the Management Team

Seniority Level

Entry level

Employment Type

Full‑time (40 hours/week); Monday–Friday

Location

2155 East Paris Ave, Grand Rapids, MI