Inside Sales Concierge Manager

POSITION TITLE: Inside Sales Concierge Manager

REPORTS TO: CRO

DEPARTMENT: Inside Sales Concierge

EXEMPTION STATUS: Full-time, Exempt

LOCATION: West Hollywood, CA 8:30am-5pm, 5 days/week(4 week days and 1 weekend day potentially on rotational schedule) 1 Saturday/month for Clinic

DATE: March 31, 2025

BENEFITS: Full Medical, Vision & Dental Insurance, Employee Discount, 401(k) Eligible Contributions, Paid Time Off, Company Holidays

SCOPE OF POSITION

The Inside Sales Concierge Manager (ISCM) is based out of our West Hollywood clinic and uses technology as the nucleus to drive analytics and efficiencies with daily supervision of the Inside Sales Concierge team.

The ISCM is responsible for front-line support and serves as a primary resource to the Inside Sales Concierge staff, ensuring accountability and tracking KPIs to meet departmental goals.

COMPENSATION

In this position, you will receive a base salary starting at $75,000 per year, paid in accordance with the company’s standard payroll practices.

Incentive Compensation

You will also be eligible for monthly incentive compensation based on the following terms:

• $500 bonus each month that the overall conversion rate of inbound leads for Dr. Emer consults booked by the Concierge Team is 60% or greater.
• $100 bonus each month that your individual conversion rate of inbound leads for Dr. Emer consults booked is 60% or greater.
• For any month in which the Concierge Team books at least 100 Dr. Emer consults, you will receive $10 for each consult you personally booked above your individual threshold of 20 booked consults.

Leadership Responsibilities

Team Support & Supervision

• Provide hands-on leadership and daily supervision of the Concierge team, ensuring seamless operations and workflow efficiency.
• Act as the primary resource for Concierge staff, providing front-line support, coaching, and guidance as needed.
• Foster a positive team environment by promoting accountability, effective communication, and collaboration within the department.

Performance Monitoring & KPI Management

• Regularly track and evaluate team performance based on KPIs (Key Performance Indicators), ensuring alignment with departmental and organizational goals.
• Implement strategies to improve team performance, productivity, and sales conversions, while offering ongoing feedback and coaching to staff.
• Hold the team accountable for meeting both qualitative and quantitative targets, ensuring a results-driven approach, including weekly/daily meetings as necessary.

Sales Leadership & Client Engagement

• Lead by example in handling sales processes, including scheduling paid consultations, responding to inquiries, and ensuring exceptional customer service.
• Oversee the execution of lead engagement protocols and ensure adherence to best practices for optimizing patient conversion rates.
• Drive high conversion rates of leads to appointments through consistent monitoring and proactive strategies

Patient Experience & Service Excellence

• Ensure that the Concierge team provides outstanding service across all patient interactions, whether through phone, email, SMS, social media, or other channels.
• Maintain a patient-first approach by ensuring all communications are professional, courteous, and timely, with all inquiries addressed before the end of the day.
• Oversee patient follow-ups and appointment confirmations to guarantee a smooth and efficient experience throughout the patient journey.

CRM & Data Management

• Ensure accurate and timely entry of patient information into the CRM and other systems, maintaining a high standard of data integrity.
• Monitor and manage patient engagement status, ensuring patient information is up-to-date and leveraged to drive re-engagement and sales.

Conflict Resolution & Issue Escalation

• Lead in resolving patient concerns and complaints effectively, utilizing discernment to determine when issues need to be escalated to higher management.
• Provide clear guidance to the team on handling escalations, ensuring patient issues are addressed swiftly and satisfactorily.

Development & Continuous Improvement

• Encourage a culture of learning and development within the Concierge team, promoting continuous improvement and knowledge-sharing.
• Take initiative to participate in personal development and seek feedback, modeling a growth mindset for the team.
• Collaborate with cross-functional teams to ensure that operational processes remain efficient and in line with organizational changes and goals.

Compliance & Professionalism

• Ensure the team adheres to HIPAA standards and maintains patient privacy in all communications and operations.
• Uphold the professionalism and reputation of Dr. Emer’s clinic, ensuring all interactions reflect positively on the organization.
• Encourage a culture of professionalism, mutual respect, and collaboration within the Concierge.

Qualifications

• Excellent communication and interpersonal skills to build rapport and trust with clients while effectively conveying the value proposition of recommended treatments and products.
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• Demonstrated knowledge of basic medical terminology and cosmetic procedures/surgeries.
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• Respect for patient confidentiality.
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• Ability to handle difficult patients and situations professionally.
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• Multitasking ability with strong attention to detail and organizational skills.
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• Adaptability and resilience in a dynamic work environment.
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• Team player with the capability to interact with personnel at all levels.
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• Comfortable working in a demanding, fast-paced environment.
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• Strong active listening skills.
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• Highly effective at sales-oriented processes and strategies.
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• Excellent data entry and typing skills.
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• Strong sales acumen with a track record of meeting or exceeding targets.
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• Proficiency in using electronic medical records (EMR) systems for documentation.
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• Proficiency using spreadsheets, such as Microsoft Excel and Google Sheets.

Requirements

• 2 years in a supervisory role.
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• Excellent communication, interpersonal, and relationship-building skills.
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• 2 years of intermediate Salesforce experience.
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• Strong computer skills. Mac proficient.
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• 2 years of call center experience preferred.
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• 1 year sales experience.
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• Exceptional multitasking and organizational abilities.
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• Ability to achieve goals with minimal supervision.
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• 3 years of previous experience in a customer service role preferred.