Description

 medSPA Concierge

Job Title: medSPA Concierge Classification: Full Time Plus, Non-Exempt

Reports to: GMs Location: In every medSPA location

Position Overview/Description: 

The medSPA Concierge performs a full spectrum of duties designed to provide patients with a high-quality experience by displaying an in-depth knowledge of medSPA services and ensuring exceptional customer service. 

Key Responsibilities Deliverables: 

Patient and Provider 

• Provide excellent customer service to all patients while effectively managing front desk protocols and procedures, including: greeting medSPA patients, walking them back to the lounge, managing medSPA patient check-in and check-out, scheduling appointments, managing in location patient flow, confirming appointments and answering medSPA related questions.

• Confirm all medSPA bookings for accuracy and abide by medSPA scheduling protocols to ensure efficient and effective utilization is met for all medical providers, adjust accordingly. 

• Act as the point of contact for our patients, addressing inquiries, answering questions, providing support and information regarding m h medSPA services. 

• Call and confirm all medSPA appointments. Provide any necessary information, obtain goals/pre-consultation notes for the provider, discuss pre/post care, appointment expectations, and offer general location specific information. 

• Build and maintain strong patient relationships to enhance overall experience.

• Work closely with our medical providers to gain a thorough understanding of their day-to-day operations, best practices for medSPA, reviewing and adjusting schedules needs, etc.

• Review patient charts at the start of each day with the medical provider(s)

• Meet with GM and Medical Provider weekly to discuss wins, challenges, feedback, etc.

• Follow up with every patient post-treatment to ensure satisfaction and address any concerns or questions. Loop in medical provider if needed.

• Drive consultations, rebooking rate, and m h rewards sign-ups while at the desk.

• Pull Aspire/Alle points patients for providers to utilize for their patient treatments.

• Lead guest outreach strategies for consultations and services; utilize Alle/Aspire reports, make up to 15-20 outbound emails per day.

• Understand and follow emergency protocols and comply with all medSPA policies and procedures, ensuring the highest standards of guest safety and confidentiality are met.

Administrative 

• Manage patient records, ensuring all forms are accurately completed by both the patient and the provider.

• Make note of HHE’s within each patient profile. 

• Coordinate paperwork and documentation related to patient consultations and treatment appointments. Ensure this is completed prior to the patient’s appointment time. 

• Record detailed notes for all patients, intake forms, and consent forms in a HIPAA/Privacy compliant manner.

Team Education

• Act as the ‘Face of medSPA’ within the location, you are the main point of contact for medSPA specific inquiries for our reservations and concierge teams.

• Train and coach location teams on all medSPA services, offerings and scheduling procedures - develop process and verbiage to guide them and to be able to schedule appointments and assist patients without additional help.

• Participate in daily AM/PM huddles to share any medSPA updates or information. 

• Gather feedback and identify areas for improvement.

Qualifications:

• Passionate about the Medical Aesthetic Industry. Knowledge of medical spa treatments and procedures.

• Demonstrate empathy, compassion, and friendliness in every interaction.

• Abide by milk honey core values.

• Excellent communication and interpersonal skills.

• Strong organizational, multi-tasking abilities while keeping attention to detail.

• Proficient in using Zenoti, Alle, and Aspire 

Qualifications