Inside Sales Concierge Specialist

POSITION TITLE: Inside Sales Concierge Specialist

REPORTS TO: Inside Sales Manager

DEPARTMENT: Concierge

EXEMPTION STATUS: Full-time, Non-Exempt

LOCATION: In person, LA Office. 8:30am-5pm, 5 days/week 1 Saturday/month for Clinic

DATE: January 2025

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

Job Title: Inside Sales Concierge Specialist

SCOPE OF POSITION

As an Inside Sales Concierge Specialist, you'll play a vital role in handling all inbound and outbound communication with potential, new, and existing patients. Your responsibilities include booking appointments, creating and converting leads, and reengaging patients. We expect you to hit KPI goals consistently, including the number of Dr. Emer consults booked per month and achieving the conversion rate set for leads to bookings. All correspondence must be professionally executed, showcasing impeccable phone etiquette and outstanding oral and written communication skills.

Reporting directly to the Inside Sales Concierge Manager, you'll be responsible for lead creation, accurate lead source/data input, monitoring and rapidly responding to DMs on various social media platforms, and meeting personal sales goals based on metrics. If you're passionate about the aesthetics industry and eager to expand your knowledge of cosmetic treatments and procedures, we want you on our team! This position offers a unique opportunity to make a meaningful impact on our patients' lives and contribute to our practice's reputation for excellence in patient care.

Key Sales Responsibilities:

• Seamlessly schedule paid consultations for patients, ensuring a smooth and efficient process.
• Professionally handle incoming calls and emails, providing prompt and courteous responses.
• Manage patient inquiries across various communication channels, including phone, email, SMS/MMS, social media, and online chat.
• Swiftly address customer inquiries and direct messages on Instagram, Facebook, Twitter, and other social platforms using Sprout Social.
• Adhere meticulously to lead engagement protocols to optimize conversion rates.
• Offer comprehensive product and service information to patients, addressing their queries and concerns effectively.
• Maintain up-to-date customer records in CRM and other systems, ensuring accuracy and completeness.
• Follow up on patient calls and emails promptly, ensuring no inquiries are left unanswered.
• Confirm appointments and promptly follow up on patient communication to ensure smooth clinic operations.
• Thoroughly document all interactions and activities according to established protocols.
• Assist patients throughout the consultation process, providing detailed explanations of treatments to ensure their complete understanding.
• Discuss available financing options with patients, providing guidance to help them make informed decisions.
• Collect payment information from patients at the time of booking, ensuring seamless transactions.
• Complete call logs and reports accurately and in a timely manner.
• Utilize discernment to address and resolve patient complaints effectively, escalating as necessary.
• Meet personal and team qualitative and quantitative targets, including achieving monthly sales goals and conversion metrics to drive sales success.
• Actively participate in sales and marketing initiatives, leveraging interpersonal skills and product knowledge to hit metrics.
• Cultivate and nurture strong relationships with clients, fostering loyalty and repeat business through exceptional customer service and personalized attention.
• Ensure responsiveness to patient inquiries and communications, replying to all emails and calls before the end of the day.
• Proactively utilize Salesforce and other platforms to meet re-engagement targets.
• Maintain an accurate daily list of patients and their engagement status.
• Strategically drive high conversion rates of leads to booked appointments.
• Meet minimum monthly sales targets with consistent performance monitoring.
• Actively drive revenue by meeting Inside Sales Team KPIs, generating leads, and achieving bookings.

Other Responsibilities:

• Return phone calls promptly and courteously, following provider guidance as needed.
• Ensure compliance with all aspects of patient rights and the Privacy Rule, including adherence to HIPAA standards.
• Proactively invest in product knowledge and continued learning/development to enable success.
• Maintain professionalism with all patients and employees, positively upholding Dr. Emer’s reputation and presence.
• Be coachable, value feedback, and actively participate in personal development.
• Adapt to a dynamic and fast-paced work environment, taking initiative and collaborating with cross-functional teams as needed.

Qualifications:

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

Requirements:

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

Scheduling and Pay: Scheduling will be a set schedule of 4 weekdays and will include one weekend day. Pay starts at $24/hr and includes a very generous bonus incentive plan based on consults booked and conversion rates of leads to bookings.

• More than 40 Emer consults booked per month — you get $10 for each one above 40.
• $10 bonus for each surgical consult booked.
• If your conversion rate is 60% or greater for the month, you receive a $200 bonus.
• Additionally, a $300 quarterly bonus to the top performer on the team.