Lucy Dumar
Austin
Summary
Results-driven Patient Care Coordinator with expertise in optimizing patient experiences in plastic surgery and medical aesthetics. Achieved a 53% lead-to-booking conversion rate through effective communication and education, while excelling in high-volume scheduling and customer service.
Overview
9
9
years of professional experience
Work History
Patient Care Coordinator
Capraro Plastic Surgery & Regenerative Aesthetics
Denver
05.2025 - 05.2026
- Achieved a 53% lead-to-booking conversion rate through effective communication, follow-ups, and patient education.
- Educated patients on both surgical procedures and non-surgical treatments (injectables, skincare, regenerative therapies), increasing treatment acceptance.
- Delivered a seamless, high-quality patient experience from initial inquiry through post-procedure care.
- Managed all incoming patient leads (phone, online, referrals), ensuring timely follow-up and engagement.
- Handled high-volume inbound calls, patient inquiries, and appointment scheduling while maintaining a professional and friendly demeanor.
- Thrived in a fast-paced environment, multitasking while maintaining accuracy and attention to detail.
- Maintained detailed patient records while ensuring strict HIPAA compliance.
Patient Care Coordinator / Assistant Manager
APS Plastic Surgery
Miami
03.2021 - 03.2025
- Promoted to Assistant Manager, overseeing daily clinic operations and staff performance in a high-volume medical office.
- Managed and tracked all patient leads using CRM systems (Nextech, MyMedLeads), ensuring consistent follow-up and high conversion rates.
- Played a key role in lead conversion, turning inquiries into consultations and booked procedures.
- Provided comprehensive patient education on surgical and aesthetic treatments, increasing case acceptance and patient confidence.
- Handled high-volume scheduling, phone communication, and front office coordination with efficiency and professionalism.
- Led hiring, onboarding, and training of new employees, improving team efficiency and service quality.
- Assisted patients with financing options, improving accessibility and increasing bookings.
- Maintained accurate patient records and ensured compliance with HIPAA regulations.
- Delivered exceptional service to domestic and international patients, contributing to retention and referrals.
Sales Associate / Acting Team Leader
Banana Republic
Miami
07.2017 - 03.2021
- Led sales initiatives and coordinated daily operations in a fast-paced retail environment.
- Exceeded sales goals by delivering exceptional customer service and building lasting relationships.
- Trained and mentored new team members, enhancing team skills and cohesion.
Education
Bachelor’s Degree - Psychology
Florida International University
04-2026
Associate of Arts - Psychology
Miami-Dade College
01-2019
High School Diploma -
Pinecrest Preparatory Middle High School
01-2017
Skills
- Medical office and front desk operations
- Patient conversion and sales
- Lead management and follow-up
- High-volume scheduling and multitasking
- Surgical and aesthetic patient education
- CRM systems proficiency
- Customer service excellence
- HIPAA compliance and medical records management
- Detail-oriented organization
- Bilingual: English and Spanish
Timeline
Patient Care Coordinator
Capraro Plastic Surgery & Regenerative Aesthetics
05.2025 - 05.2026
Patient Care Coordinator / Assistant Manager
APS Plastic Surgery
03.2021 - 03.2025
Sales Associate / Acting Team Leader
Banana Republic
07.2017 - 03.2021
Bachelor’s Degree - Psychology
Florida International University
Associate of Arts - Psychology
Miami-Dade College
High School Diploma -
Pinecrest Preparatory Middle High School