Patient Relations Team Member (2) available in Rochester, New York at Dermatology Associates of Rochester

Reports to: Adrian Daniels, VP Growth and Patient Experience

Status: Full time. Four (4) 9 hour work days.

36 hours per week. No weekends.

Hours: 7:30 am – 5:00 pm

Our practice, Dermatology Associates of Rochester, located in Rochester NY, is a fast-moving, high-performing, multi- discipline practice with Dermatology, Plastic Surgery, and a Cosmetic Center. Our experienced Board-Certified dermatologists, plastic surgeons, skin care specialists, estheticians, and researchers are dedicated to bringing an unmatched level of Total Skin Care, offering some of the most advanced skin treatments available, in a Boutique setting.

Job Summary

As a Patient Relations Specialist, you are an integral point of contact for our patients and a frontline ambassador for our brand. This role is cross-trained to support all three of our care settings—dermatology, the Plastic Surgery Center, and the Cosmetic Center—so you can move seamlessly between suites to deliver a cohesive patient experience. You will live our core values in every interaction—remaining kind and professional, responding positively to pressure, taking initiative, and inspiring the team with energy and enthusiasm. This role offers many opportunities to build positive rapport with patients and colleagues, and the successful candidate takes ownership of resolving patient issues, complaints, and inquiries, keeping patient satisfaction at the core of every decision.

Key Responsibilities

• Serve as the primary point of contact for patients, providing a welcoming, professional front-desk experience in person, by phone, and by email.

• Manage inbound and outbound calls in a timely manner, following established communication scripts to guide interactions across a variety of topics.

• Identify patient needs, clarify information, research every issue, and provide appropriate solutions or alternatives.

• Schedule appointments, consultations, and follow-ups, and answer questions about cosmetic treatments such as toxin, filler, lasers, and CoolSculpting, as well as medical dermatology visits.

• Check patients in and out efficiently and manage patient flow.

• Verify patient demographics, insurance information, and referrals; assist with prior authorizations as needed.

• Collect co-pays, payments, and outstanding balances, and calculate balances due.

• Maintain accurate, organized records of all interactions in the electronic medical record (EMR) system.

• Build sustainable patient relationships and engage patients by going the extra mile, proactively resolving concerns to create an environment of trust and care.

• Coordinate and collaborate with clinical and front-office teams to ensure a seamless patient journey.

• Work across all three of our care settings—dermatology, the Plastic Surgery Center, and the Cosmetic Center—completing training for each suite and maintaining familiarity with the services, procedures, and protocols at every location.

• Meet personal and team qualitative and quantitative targets.

Maintain HIPAA compliance and protect patient confidentiality at all times.

Minimum Qualifications

• High school diploma required.

• 1–2 years of experience in a patient-facing or customer-service role, preferably in a medical practice, medical aesthetics, cosmetic dermatology, or plastic surgery setting.

• Knowledge of medical terminology required; dermatology terminology strongly preferred.

• Strong phone and verbal communication skills with active listening.

• Customer focus and adaptability to a wide range of personality types.

• Strong organizational skills, attention to detail, and follow-through.

• Ability to multitask, set priorities, and manage time effectively in a fast-paced environment.

• Willingness and ability to be cross-trained across all three suites and to adjust priorities as operational needs change.

• Comfortable with EMR and scheduling software and basic computer applications.

• Familiarity with insurance verification and prior authorizations.

• A friendly, poised, and reassuring demeanor, a positive attitude, and a team-first mindset.

Physical Demands & Work Environment

· Prolonged periods of sitting, standing, and walking throughout the workday.

· Frequent use of a computer, keyboard, telephone, and other standard office equipment.

· Ability to communicate effectively in person, by telephone, and through electronic communication.

· Ability to view and read computer screens, written documents, insurance information, and medical records.

· Occasional bending, reaching, stooping, and lifting office supplies, files, or packages weighing up to 15 pounds.

· Ability to move between reception, clinical, and administrative areas as needed.

· Capacity to maintain focus and accuracy while managing multiple tasks in a fast-paced patient care environment.

· Ability to work in an environment with frequent interruptions, background noise, and high volumes of patient interaction.

· Manual dexterity sufficient to handle paperwork, payment processing, and routine office functions.