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About the Role
The Office/Client Experience Manager acts as a brand ambassador, front-line client coordinator, and sales driver for medical aesthetics.
Responsibilities
- Greet incoming clients/patients, manage check-ins/check-outs, maintain a clean and relaxed reception area, and ensure high-touch, personalized care.
- Deescalate unsatisfied clients/patients.
- Handle appointment bookings, phone calls, texts, emails, and direct messages.
- Confirm schedules and coordinate clinical flow with the medical team.
- Educate clients on aesthetic services, skin care products, and services.
- Execute post-treatment care calls as appropriate.
- Encourage and respond to patient reviews (maintain NPS >80).
- Encourage referrals and manage re-activation outreach.
- Manage front and back-office workflow(s) with strict adherence to HIPAA privacy regulations.
- Support local marketing events and build relationships with local referral sources.
- Schedule support staff for provider: patient ratio(s).
- Review PTO calendar, monitor overtime, and manage employee breaks.
- Assess and revise work schedules of both Medical and Non-Medical staff.
- Maintain Time & Attendance records for all non-physician employees.
- Manage conflict and act as an accountability champion.
- Maintain Medical Staff/Provider schedule to ensure patients/clients are scheduled appropriately.
- Manage daily patient/client schedules, including productivity, appointment type, reminders/confirmations, and communications.
- Manage appointment systems including Next Patient, ZocDoc, DermPro, ModMed.
- Recruit, retain, orient, train, and coach front office and back-office staff.
- Assist with the annual review evaluation process of all supervised staff members.
- Reconcile daily client/patient payments.
- Maintain petty cash system, ensure funds are available, receipts are reconciled, and journals reflect all transactions.
- Collaborate with Purchasing, Accounts Payable, and Finance Department to ensure proper reconciliation of care slips, packing slips, invoices, & receipts.
- Order and reconcile all office supplies and inventory, including product and injectables.
- Ensure medical records are completed and released per policy, adhering strictly to HIPAA guidelines.
- Attend provider and department staff meetings as required.
- Participate in seminars and events as requested.
- Undertake other projects and duties as directed by the Territorial Manager/Senior Management.
Requirements
- 1 to 3+ years in customer service, hospitality, a luxury medical spa, or high-end retail environment preferred.
- General understanding of medical & cosmetic dermatology preferred.
- Exceptional communication and active listening skills required.
- A warm, service-oriented presence required.
- Familiarity with ModMed, patient booking systems, patient review platforms (Yelp/Google), and Microsoft Office.
- Comfortable with consultative selling, tracking Key Performance Indicators (KPIs), and driving client retention.
Skills
- Customer service
- Hospitality
- Luxury medical spa experience
- High-end retail experience
- Medical and cosmetic dermatology understanding
- Communication
- Active listening
- Service-oriented presence
- ModMed
- Patient booking systems
- Patient review platforms (Yelp/Google)
- Microsoft Office
- Consultative selling
- Key Performance Indicators (KPIs) tracking
- Client retention
Experience Level
- 1 to 3+ years