The Office/ Client Experience Manager act as a brand ambassador, front line client coordinator and sales driver for medical aesthetics.
Core Responsibilities
- Client Experience & Reception: Greet incoming clients/patients, manage check-ins/check-outs, maintain a clean and relaxed reception area, and ensure high-touch, personalized care. Ability to deescalate unsatisfied clients/ patients.
- Scheduling & Communication: Handle appointment bookings, phone calls, texts, emails, and direct messages, as well as confirm schedules and coordinate clinical flow with the medical team.
- Sales Conversion: Educate clients on aesthetic services, skin care products, and services.
- Outbound Concierge & Follow-Ups: Execute post-treatment care calls as appropriate, encourage and respond to patient reviews (maintain NPS >80), encourage referrals, and manage re-activation outreach.
- Operations & Compliance: Full oversight and management of front office and back-office workflow(s) with strict adherence to HIPAA privacy regulations.
- Business Development & Events: Support local marketing events, build relationships with local referral sources.
Job Duties:
- Office Staffing:
- Responsible for scheduling support staff for provider: patient ratio(s)
- Reviews PTO calendar, monitors OT, manage employees breaks
- Assess and revise work schedules of both Medical and Non-Medical staff as needed
- Maintain Time & Attendance records for all non-physician employees
- Conflict management
- Accountability champion
- Maintain Medical Staff/ Provider schedule to ensure patients/ clients are scheduled appropriately
- Patient Scheduling: In collaboration with Contact Center
- Responsible for daily patient/client schedules ~ productivity, appointment type, reminders/ confirmations, communications (call, text, emails), etc..
- Responsible for management of appointment systems to include Next Patient, ZocDoc, DermPro, ModMed
- Personnel Management: In collaboration with HR
- Recruit, retain, orient, train and coach front office and back-office staff
- Assist with annual review evaluation process of all supervised staff members
- Finance & Operations: In collaboration with Finance Dept. & Operations Dept.
- Daily reconciliation of client/ patient payments
- Maintain petty cash system to 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
- Inventory management: Responsible for ordering and reconciling all office supplies and inventory to include product, and injectables.
- Medical Records: Strict adherence to HIPPA guidelines ensuring records are completed per policy and released per policy when requested
- Attends provider and department staff meetings as required
- Active participation in seminars and events as requested
- Other projects and duties as directed by the Territorial Manager/Senior Management.
