Patient Experience Supervisor

Job Overview
We are seeking a dedicated and passionate Patient Experience Supervisor to join our patient experience team. This role is responsible for overseeing the day-to-day operations of the front desk, managing staff, ensuring smooth client flow, scheduling appointments, handling client inquiries, maintaining accurate records, and upholding a high standard of customer service within a medical aesthetics environment; this role requires excellent communication skills, strong organizational abilities, and knowledge of medical aesthetic and plastic surgery services. There is a significant sales component to this position, with a focus on med spa services, skincare and memberships. The ideal candidate is enthusiastic about leading the patient experience team in providing white-glove service and being passionate about helping our patients look and feel their best.

Please note: Primary consideration will be given to candidates with previous medspa and/or plastic surgery practice experience.

Responsibilities

Staff Management
- Supervise and train patient experience team members on scheduling, patient check-in/check-out procedures, service descriptions, documentation, and other front desk procedures.
- Monitor staff performance, provide feedback, and address any issues related to patient service or operational efficiency.
- Assign shifts and manage staff schedules to ensure proper coverage.

Patient Experience
- Greet patients warmly, answer inquiries regarding treatments, pricing, and packages.
- Schedule appointments effectively, considering patient availability and provider schedules.
- Handle patient concerns and complaints professionally, escalating issues when necessary.
- Ensure a clean and welcoming spa environment.

Operational Management
- Maintain accurate patient records, including medical history, photos, treatment plans, and payment information.
- Supervise invoice creation to ensure procedures and products are appropriately credited and billed, ensuring successful end-of-day reconciliation.
- Monitor inventory levels of spa products and supplies, submitting order requests when needed.
- Implement and enforce policies and procedures for both staff and patients, ensuring compliance with HIPAA regulations and fiscal health of the practice.

Reporting and Analysis
- Generate reports on patient traffic, sales data, and staff performance metrics.
- Identify trends and suggest improvements to optimize front desk operations.
- Collaborate with the managing director to set sales goals and ensure patient satisfaction and retention.

Qualifications
- Proven experience is a customer service role, preferably within a medical spa or plastic surgery setting.
- Excellent communication and interpersonal skills.
- Strong organizational and time management abilities.
- Experience with sales and customer retention.
- Proficiency with EMR systems, preferably PatientNow.
- Knowledge of spa services and treatment protocols. Knowledge of plastic surgery procedures a plus.
- Ability to multitask and prioritize effectively.
- Associates degree. Bachelors degree preferred.

Job Type: Full-time

Pay: $25.00 - $29.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Med spa/Plastic Surgery Practice: 2 years (Preferred)

Work Location: In person

Salary : $25 - $29