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Talking Industry with Rosemarie Hess

By: Abby Penning
Posted: January 28, 2010, from the November 2009 issue of
Rosemarie Hess

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Of all the elements it takes to create a successful business, one of the most important is creating the support system. For Rosemarie Hess, this means not only becoming essentialin her position as an office adminis-trator and patient care coordinator for David Martini, MD, FACS, at the Avant Cosmetic Surgery, Laser & Skin Center in Elkton, Maryland; it also means helping others develop and utilize their own skills as support staff members in other medical offices where aesthetic services are offered.

Hess first got involved in the medical aesthetic industry when she took a job with Martini in 2004. Board certified in both otolaryngology and plastic surgery, he was just getting the aesthetic segment of the practice off the ground. “The whole staff pooled its resources to get things running,” Hess explains.

With the goal of developing a well-known and trusted facial plastic surgery practice, the team dedicated itself to quality care and results, and in her position as a member of the practice’s support staff, Hess saw her role expand. “I wear a lot of hats. I make patients feel as comfortable as possible before their procedures. I welcome them, answer any questions they might have, and really work to assure them that they chose the right practice for their procedure,” she explains.

It is this patient interaction that leads to Hess working directly with the physician and practice’s other staff members. “I interview patients when they first come in to see what they’re interested in having done. Next I talk with the doctor about their expectations, and he figures out what procedures will work and what will need to be done, and then he talks with the patients,” she describes. “It’s a real team effort, with the patients being handed smoothly from one person to another. We want to be available to them the whole way through the process.”

This continuous availability connects Hess to one of her favorite aspects of the job. “The best part is seeing how happy patients are after surgery. There’s this new self-confidence there they didn’t have before,” she says.