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Client Concierge

4 months ago

Reno, United States Cosmetic Physician Partners Full time
Job DescriptionJob DescriptionWe are in search of a Client Concierge to join our experienced team at M Spa in Reno, NV. 

At our clinic, we prioritize a positive culture, and finding the right individual to collaborate with us is crucial. Excellent patient care is our priority with a team approach to service. The right candidate is polished, friendly, motivated, and emotionally and professionally mature.

We believe our staff are the secret to our success and we strive to create an environment where our people are appreciated, engaged, supported, and rewarded.

Founded by a board-certified plastic surgeon, our mission is to blend state-of-the-art medical technology with a dedication to patient outcomes. With a well-established patient population, our medical spa has a set of comprehensive service offerings, including but not limited to plastic surgery, laser treatments, skin care products, injectables, aesthetician treatments, and nonsurgical fat reduction.

Job Overview
The Clinic Concierge (CC) is a foundational role for the business. This is a full-time position through which you will be on the front lines helping clients look and feel their best through safe, proven, and transformational nonsurgical cosmetic services. You will be directly responsible for educating patients about the services that we provide while following up on leads via inbound/outbound telephone calls, web inquiries, and email. You will play a pivotal role in patient acquisition and retention. Your mission is to provide an exceptional experience for new patients while supporting clinic operations.

Essential Personal Qualifications
  • Excellent  personal, customer service, and telephone skills
  • Articulate verbal communicator and active listener with strong emotional acumen
  • Reliable and able to show up to work on time, consistently
  • Ability to remain calm and professional under stress
  • Function as our practice ambassador and steward a positive message while building guest relations
  • Anticipate guest’s needs and respond promptly. However busy, acknowledge all guests as they enter the premises
  • Enjoy working with people with the ability to maintain positive guest relations by resolving complaints and ensuring satisfaction
  • Ability to multi-task with attention to detail
  • Self-motivated, goal-oriented, and confident.
Required Education/Experience
  • At least 1 year of experience in a sales role with a focus on outbound phone calls.
  • Experience in the aesthetics industry is a plus but not mandatory.
  • Experience with KPIs and quota attainment.
  • Familiarity with EMR systems is preferred.
  • Proficient computer skills, multitasking abilities, and adaptability in a fast-paced environment.
Essential Job Functions:
  • Retrieve and respond to all new patient requests from e-mail, phone, referrals, messenger sites, and patient portals in a quick and timely fashion
  • Cultivate patient relationships via phone and web/text communication.
  • Schedule and confirm consultation and treatment appointments, consistently follow up on leads, update EMR, and maintain detailed records.
  • Qualify new patients and provide education on our services and products.
  • Review new patient paperwork either in person or online (EMR system) to ensure all documentation has been received and completed correctly and online consent forms have been completed
  • Effectively communicate treatment protocols, benefits, features, and limitations.
  • Conducting confirmation calls, follow-up emails, and post-treatment consultations.
  • Demonstrate proficiency in all clinic services and products.
  • Generate new patient leads by establishing relationships with external businesses and referral sources.
  • Utilize strong communication and sales techniques to schedule appointments and achieve KPIs.
  • Adhere to lead management standards to maximize growth initiatives.
  • Maintain flexibility in working hours, including evenings and weekends.
  • Comply with HIPAA and OSHA guidelines.
  • Act as a valuable support for providers in retention efforts, conflict resolution, and customer service.
  • Educate and inform patients on pre-treatment preparation and post-treatment care while coordinating surgery patients with non-surgical treatment plans
  • Enhance scheduling and consistent follow-up to neuromodulator appts and facials
  • Daily cross-coverage of the reception area including answering incoming calls, making appointments, greeting patients, and ensuring a smooth flow of operation and customer satisfaction
  • Oversee the flow of waiting areas, monitor patient wait time communicate delays to patients and staff
  • Help to Maintain a neat and clean waiting area and front office area
  • Regularly attend, participate in, and support training and staff meetings
  • Stay fully informed and abreast of all financing options available
  • Assist with marketing efforts including, but not limited to, social media, community outreach, networking, and the coordination of internal events on a regular basis.
  • Handle and resolve patient complaints in a professional manner
  • Assist in training of all employees when needed.
  • This role may require travel during the initial training period. This role may also require external local marketing efforts.
Benefits
  • 401K with company match
  • PTO
  • Medical, Dental, Vision and additional insurance
  • Much more


 

Cosmetic Physician Partners, LLC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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