Patient Experience Specialist; PES

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

• 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 You Tube 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

• Prior experience in a healthcare setting;
  Med Spa 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;
  Nex Tech 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 (Patient Fi, Care Credit)
• 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 Nex Tech to its full capacity
• Collect surgical and non‑surgical payments in accordance with policy
  
  Report 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

Entry level

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

2155 East Paris Ave, Grand Rapids, MI