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About the Role

The Front Desk Associate is responsible for managing front desk duties in a medical aesthetics environment, ensuring smooth patient flow, exceptional customer service, and efficient administrative support. This role requires meticulous attention to detail, strong communication skills, and a commitment to maintaining patient confidentiality and satisfaction.

Responsibilities

• Check patients in for their appointment and obtain patient consents and enter patient information accurately into the EMR/scheduling system.
• Promptly alert healthcare providers upon patient arrival and ensure timely rooming of patients.
• Assist in patient comfort by numbing if necessary and preparing them for their appointments.
• Check patients out of their appointment and ensure they are satisfied upon leaving the practice.
• Manage incoming calls, direct them appropriately, and monitor voicemail, ensuring timely responses or escalation as needed.
• Collect payments while adhering to HIPAA compliance standards.
• Handling deposits if necessary
• Enter treatment invoices into the Point of Sale (POS) system and log points in rewards programs.
• Become proficient in the EMR system, ensuring accurate scheduling, message responses, and clinician calendar management.
• Book and reschedule patient appointments, confirm appointments 24 hours in advance, and monitor the waitlist for scheduling optimization.
• Follow up with patients who miss or cancel their appointment.
• Monitor emails, respond accordingly, and escalate issues when necessary.
• Notify management of facility management issues, including cleanliness, safety, infection control, internet connectivity, and maintenance of equipment and supplies.
• Perform opening and closing duties, including cleaning the front lobby area, patient rooms, and maintaining cleanliness standards.
• Ensure the availability of amenities such as coffee and manage laundry and trash disposal.
• Assist with inventory management and restocking of supplies as needed.
• Provide excellent customer service with a focus on patient satisfaction, addressing inquiries, and concerns promptly and professionally.
• Communicate client concerns to management, participate in problem resolution, and implement preventive measures.
• Collaborate with healthcare providers and other team members to ensure seamless patient experiences.
• Understanding specials
• Attend work events, training sessions, and staff meetings to stay updated on industry trends, services, and products.
• Maintain confidentiality of patient information and uphold HIPAA compliance standards at all times.
• Participant in teamwork environment
• Reach out to new leads through call or SMS during designated time or down time.
• Reach out to follow up list provided by providers during designated time or down time.
• Review list of clients who cancelled in the last 2 weeks who have not yet rescheduled and get them on the books during designated time or down time.
• Review list of clients who did not rebook at the end of their appointment in the past 2 weeks and get them on the books during designated time or down time.
• Obtain list of lapsed clients from Aspire, Alle, or practice manager, and notify them of lapses and any current promotions during designated time or down time.
• SMS outreach to clients who indicated interest in treatments that are currently on promotion and get them on the books during designated time or down time.
• Review selling points of treatments and retail products that are being highlighted/featured/on promotion for the month so they can better recommend treatments and products to clients during designated time or down time.
• Review specialty & “best known for” treatments for each provider so they can better recommend providers to clients on the phone or in person during designated time or down time.
• Assist in filming providers if they need help during designated time or down time.
• Proactively reach out to new leads and clients who have not been into the practice in 90+ days during designated time or down time.
• Contact patients who have not rebooked for their next appointment following their consultation or treatment visit during designated time or down time.

Requirements

• High school diploma or equivalent required.
• Customer service oriented; focusing on patient satisfaction and retention.
• Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work effectively both independently and as part of a team.
• Must be able to remain in a stationary position up to 50% of the time.
• Occasionally needs to move about inside the office to access equipment, etc.
• Uses hands/fingers to operate computers and other office machinery, such a calculator, copy machine, and computer printer.
• May need to stoop and kneel to access files, or other equipment.
• Must be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• May need to move, transport, position or lift boxes weighing up to twenty pounds across the office for various needs.

Skills

• Proficiency in using EMR/scheduling systems, POS systems, and Microsoft Office Suite preferred.
• Knowledge of medical terminology, aesthetics services, products, and ingredients is preferred.

Location

• Albany, NY

Work Type

• Local Travel
• Approximately 24 hours per week

Experience Level

• Previous experience in a healthcare or medical aesthetics setting preferred.

Education Level

• Additional education in healthcare administration or related field preferred.

About the Company

• At Artistry of Face, we work hard to create a unique and elevated experience that is all about a client’s confidence.
• We thrive on educating our clients and providing customized treatment plans.
• Our areas of expertise include aesthetic and medical spa services, spanning injectables, facials, laser services, and body treatments.
• We are passionate about helping our clients look and feel their best, and we are committed to excellence in every service we provide.