Coachlight Clinic - Director of First Impression - Front Desk Reception

CPP Clinics is a leading provider of medical aesthetics services, offering innovative treatments across multiple medspas under the CPP umbrella. We are dedicated to delivering exceptional patient experiences and outstanding results, utilizing advanced technologies and personalized care.

Coachlight Clinic, one of our valued partners, is looking for a Director of First Impression - Front Desk Reception to join their fast-growing, state-of-the-art clinic located in West Des Moines, IA.

Their core values center around delivering effective, results-driven treatments while ensuring an outstanding experience for their guests. In collaboration with Des Moines Plastic Surgery, they have been providing medical aesthetic treatments across Des Moines and greater Iowa for over 15 years, earning the reputation as a trusted leader in the industry. Their expert providers operate under the medical direction of Dr. David Robbins of Des Moines Plastic Surgery, the only quadruple board-certified plastic surgeon in Iowa.

The reception position requires someone who is kind, caring, and passionate about aesthetics and customer service. The person in this role will be successful if they enjoy working with guests in person, on the phone and via email to meet all their scheduling, payment and general needs. It is imperative that this person be dedicated to proving effective communication between guests and providers to help the clinic run efficiently. This role is part of a team of directors who keep our guests’ needs at the forefront of every interaction.

Qualifications

• At least 2 years experience in a similar capacity involving direct communications with the public and/or clients, preferably in a fast paced retail or hospitality setting.
• High school graduate required.
• Excellent telephone etiquette and communication skills.
• Computer/phone/typing experience required.
• Trustworthy and responsible – including handling large payments.
• Warm, enthusiastic, and hospitable personal manner.
• Outstanding listening skills and ability to empathize with others.
• Good organizational skills and detail orientation.
• Experienced and confident to use appropriate discretion in dealing with a variety of difficult client situations.
• Ability to convey a positive attitude with others – direct team members, management, providers and clients alike.
  
  

*This position does not directly lead/guarantee a future position as a clinic or spa esthetician*

General Schedule Requirements

• 39 hours/week with a 1 hour break each shift.
• Full Time Schedule includes a combination of Monday-Friday Opening, Mid and Closing Shifts, in addition to a rotating Saturday schedule.
• Flexibility to trade shifts, and cover for other team members is expected.
• Opening Shift: 7:30am-4:30pm
• Mid Shift: 8:00am-5:00pm
• Closing Shift (Changes due to closing times): 9:00am-6:00pm and 10:30am-7:30pm
• Rotating 1 Saturday/month 9:00am -4:00pm
  

Key Responsibilities

• Accurately book, change and cancel appointments – managing a schedule for 16 providers and 19 treatment rooms.
• Warmly greet and assist clients with all check-in, and check out needs at front desk reception areas.
• Maintain proper office opening and closing procedures.
• Maintain control of point-of-sale, accurately handling billing/sale processes, including cash handling and verifying electronic payments.
• Receive incoming telephone calls promptly and politely, practicing proper phone etiquette.
• Possess a thorough knowledge of all services, accurately booking patients for applicable consultations, treatment and spa services based on their interests.
• Accurately describe retail products, and assist with sales of recommended products.
• Escort clients to appropriate locations throughout the clinic and spa – including to our dedicated ‘lidocaine lounge’ for topical numbing application prior to specific services.
• Assist spa guests by getting them settled in the locker room/spa amenities.
• Accurately promote and provide detailed information about sales and special promotions.
• Discuss and help guests sign up for the Aesthetic Club Membership.
• Keep Spa Reception Desk and lobby reception areas immaculate.
• Maintain orderliness and cleanliness of retail area, including restocking product.
• Resolve client complaints in a manner which promotes positive client relations and alert Manager to potential problems or concerns.
  
  

Additional Responsibilites

• Make reminder phone calls to clients about their appointments.
• Assist clients with special requests and provide hospitality services as directed, such as water, tea service, etc.
• Maintain brochure & material in client areas as necessary – keeping information up to date.
• Comply with all company policies and protect the privacy of all clients as outline by HIPAA.
• Maintain a presence of calm composure, even in the most stressful situations.
• Be ready to assist any staff member or client who needs help in a genuinely friendly manner.
• Work diligently to support the Coachlight Clinic & Spa mission and team core values.
• Attend staff meetings as requested by the Spa Manager.
• Be flexible with your schedule, supporting the needs of the clinic and spa.
• Maintain confidentiality of all proprietary information for Coachlight Clinic & Spa and Des Moines Plastic Surgery.
• Seek out positivity in an ever-evolving industry – not shying away from change.
  
  

NOTE: All duties and requirements stated above are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the staff occupying this position. Staff members may be required to perform other job-related duties by their supervisor.