Medical Spa Front Desk Receptionist | Patient Experience Coordinator

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AlluraMD is a multi-location medical aesthetics and concierge medicine practice offering advanced medical aesthetics, functional medicine and regenerative medicine treatments designed to improve overall wellbeing. Our thriving practice is looking for a highly qualified, professional Patient Experience Coordinator. This is a vital role within the company as this person represents the "face and brand" of the practice.

AT LEAST 1+ years answering phone, ideally in a medical spa is REQUIRED. Sales experience i.e., Gym, Spa boutique fitness preferred.

Our team prides ourselves on creating an exceptional patient experience and the right candidate will add value to the already positive and high energy environment. We have an exceptionally productive team that supports one another in growth and that requires the ability to multi-task well and work both independently as well as in a team. If you consider yourself to be better than most, we want you!

Must be able to work until 7pm some evenings as needed and be able to attend to patient texts after hours. The Patient Experience Coordinator is responsible for creating a positive first and last impression with patients. Responsibilities include running a smooth and efficient front office. Greeting of all patients with a smile and enthusiasm, answering phone calls timely with a keen understanding of aesthetic and wellness procedures to ensure you can engage all callers, ask appropriate questions, overcome objections, qualify and credential the practice and providers with the ultimate goal of converting the caller to a scheduled appointment.

You will be responsible for scheduling appointments, invoicing, upselling products, confirming all appointments, checking patients in and out, pre-booking their next appointment and following up on any and all leads or patients that didn’t book. As the Patient Experience Coordinator you will also be responsible to educate clients about the company overall, any loyalty, referral or membership programs we offer. Discuss in-office promotions or specials and engaging and asking happy patients to write a review.

GOAL OF THE POSITION: To create a 5-Star patient experience. To have strong work ethic, sense of ownership and manage graciously the patient flow throughout the office.

You must possess the following skills to be considered for this job.

• Professional appearance, this is the "beauty and wellness business"
• Outgoing personality
• Skilled and articulate communicator
• Ability to provide a high level of customer service
• Work in a fast-paced environment with many different personality types
• Solutions oriented
• Driven / ambitious
• Takes initiative and seizes opportunities
• Problem solver
• Managing the schedule and ability to present opportunities

Ideal candidate must have previous experience working in a medical spa, plastic surgery or aesthetic practice. Will consider one with experience in retail, customer service, hotel concierge, or someone that works with people daily.

We offer a generous compensation and benefits package and will be based on relevant experience and aptitude.

Job responsibilities include the following:

Front Desk:

• Greeting and checking-in patients.
• Ensuring the completion of all necessary intake forms and consents.
• Taking patient procedure photos.
• Rooming patients and maintaining a good patient flow.
• Educating patients on spa therapies and services, as well as memberships.
• Maintaining cleanliness of all treatment rooms in-between patients and at the end of the day.
• Preparing patients for procedures as needed and assisting the provider with all procedures.
• Documenting all necessary procedure records in the EMR.
• Verify and enter patient information accurately into the system.
• Responding to patient questions in office and sometimes on phone, as instructed.
• Working in compliance with OSHA, bloodborne pathogen standards, and maintaining infection control.
• Knowledge of and compliance with HIPAA standards.
• Excellent customer service is required for this position and the ability to maintain poise in stressful situations.
• Handle patient questions and concerns promptly, professionally, and courteously.
• Office administration: including but not limited to stocking supplies, filing, organization, stocking rooms and restrooms, turning music on/off, opening/closing duties, and making sure the surrounding environment is clean and welcoming.
• Communicate to management all occurrences involving staff, spa or patient issues that require immediate attention.
• Regularly attend, participate in and support trainings and staff meetings for the practice.
• Assist in all areas of practice operation as requested by management.

Patient Care Coordinator:

• Ensure all leads are promptly contacted and that proper follow up is completed, recorded and that patients are scheduled.
• Properly investigate and resolve all complaints in a timely manner, taking all appropriate actions.
• Check all invoices on the days you are in office to ensure the providers are correct.
• Checking in with patient post-treatment and corresponding with the practice providers about any issues.
• Respond to all voice mail's, website messages, spa phone messages and patient text messages within 3 hours of the next business day availability.
• Promptly answering website inquiries/chatting with patients through CRM.
• Request Google reviews from happy patients when checking in via text.
• Monitor patient texts from those recently injected to make sure there aren't impending issues like occlusions that need immediate attention, prior to normal work hours.

Meaningful monthly bonuses based on total practice revenue are also provided after 90 days.

***REQUIREMENTS for application (this means DO NOT apply without the following, doing so shows us you didn't read the job description): ***

• A well thought out cover letter that shows you have researched the company through social media and the website, etc.
• Complete the introductory video on SafeHireCertify.com. Use the code ALLURA for a free profile and include your URL in your application's cover letter.
• A SafeHire profile with at least 2 testimonials from previous workplace superiors. Because this will take some time, you can apply with just the video and cover letter first and we can work on this over time.

If you do not meet these qualifications, you will not be considered for the role.

Job Types: Full-time

Salary: Commensurate on Experience and Aptitude

Benefits:

• Employee discount
• Paid time off
  

Schedule:

• 8 hour shift
• Monday to Friday and 2 Saturdays per month
• Weekend availability

Application Question(s):

• Have you read the entire post description. If so, have you completed the SafeHire Task Requirement?

Education:

• Associate (Preferred)

Experience:

• Customer Service: 3 years (Preferred)
• Medical Spa: 2 years (Preferred)

Work Location: In person