Aesthetic Concierge (Sales)

JOB TITLE: Aesthetic Concierge (Sales)

REPORTS TO: Dr. SARAH SAXON and the COO

Job Summary:

We are looking for a high-performing Aesthetic Concierge for our growing facial plastic surgery practice and medspa. This position is tiered to ensure that the Aesthetic Concierge can thoroughly learn the role and become well-versed in Saxon MD Facial Plastic Surgery’s services and procedures.

Aesthetic Concierge Level 1 – First Impressions

At this stage, the Aesthetic Concierge will provide a white-glove customer service experience by answering phones, rooming patients, taking patient photos, scheduling follow-ups, and ensuring the reception area is stocked and welcoming. The role requires learning about Saxon MD’s products and services. Other responsibilities include scheduling medspa appointments and follow-ups, as well as completing tasks assigned by Dr. Saxon, the COO, or any Saxon MD manager. Once proficiency is achieved in Level 1, there will be an opportunity to graduate to the second level of the position.

Aesthetic Concierge Level 2 – Conversion & Retention

At this stage, the Aesthetic Concierge will leverage customer service and sales expertise to convert web leads into consultations and consultations into booked procedures/treatments. Additional responsibilities include presenting patients with surgical and medspa estimates, collecting payments for treatments and retail products, and performing any additional tasks assigned by Dr. Saxon, the COO, or any Saxon MD manager.

The Aesthetic Concierge plays a crucial role in ensuring a seamless experience for patients from their initial inquiry to their final follow-up appointment. They must create a WOW experience for every patient, be detail-oriented, and have excellent communication and organizational skills. The ideal candidate will meet customer acquisition and revenue growth objectives by developing key sales strategies, tactics, and action plans.

This is primarily a sales role, and candidates should have at least two years of sales experience in the aesthetics industry. Occasional overnight travel may be required.

Advertising & Marketing Responsibilities:

• Develop a thorough understanding of Saxon MD’s products and services to educate potential patients.
• Network and build trusting relationships with potential patients.
• Collaborate with staff and the Marketing Coordinator to promote Saxon MD’s offerings via social media, blog posts, and forums.
• Create weekly posts to help promote Saxon MD products and services.
• Track patient preferences and provide feedback on advertising and positioning strategies.
• Report patient inquiries and trends to Dr. Saxon and the COO.

Patient Services (Sales) Responsibilities:

• Assist in setting and achieving new patient appointment and revenue goals.
• Monitor new patient referral patterns, patient retention rates, and conversion rates; provide monthly reports and improvement strategies.
• Respond to and follow up with all new patient leads daily.
• Serve as the primary point of contact for all incoming and outgoing patient communications.
• Schedule consultations, follow-up appointments, and resolve any scheduling conflicts.
• Send appointment reminders as needed.
• Call no-show patients within 10 minutes of their expected arrival time and follow practice protocols for no-shows.
• Attend all new patient consults with Dr. Saxon to assist in overcoming barriers to scheduling surgery or medspa treatments.
• Encourage patients to follow a treatment regimen as outlined by Dr. Saxon and the clinical team.
• Follow up with all new consultation patients the day after their appointment to ensure satisfaction and answer any non-medical questions.
• Collect surgical deposits before scheduling procedures.
• Manage payments for in-office treatments and skincare sales before patients see Dr. Saxon.
• Accurately collect and record payments in Symplast.
• Ensure patient satisfaction with a warm, positive, and attentive approach.
• Request patient reviews after treatments or procedures.
• Send post-op gifts to patients and manage any other patient appreciation initiatives.
• Serve as the main contact for non-medical patient inquiries.

Organizational Responsibilities:

• Identify areas for improvement to maintain a cohesive brand experience (e.g., phone answering etiquette, printed materials, office décor, workflow, TV content).
• Attend weekly meetings with the COO and Dr. Saxon to strategize on reaching target consumers.
• Maintain a neat and organized front office, reception area, exam rooms, and all common areas.

Information & Communication Responsibilities:

• Maintain clear and effective communication with all team members.
• Keep Dr. Saxon informed of upcoming changes in marketing/branding and provide strategic response options.
• Comply with all HIPAA and OSHA regulations.

Confidentiality Statement:

Patients entrust Saxon MD with sensitive personal and medical information, and all staff must respect and protect patient confidentiality. Any disclosure of patient or practice information is strictly prohibited unless authorized by Saxon MD’s confidentiality policies.

Health & Safety Responsibilities:

• Follow personal security protocols in the workplace.
• Identify and manage workplace risks effectively.
• Maintain infection control procedures and keep all work areas tidy and hazard-free.
• Report any identified risks.

Equality & Diversity Responsibilities:

• Uphold Saxon MD’s commitment to respecting patients, caregivers, and colleagues with dignity and inclusivity.
• Act in a manner that is non-judgmental and welcoming to all individuals.

Quality Assurance Responsibilities:

• Proactively identify issues related to quality and risk.
• Continuously assess personal and team performance and provide recommendations for improvement.
• Collaborate with external agencies when necessary to meet patient needs.
• Effectively manage time, workload, and available resources.

Job Type: Part-time

Pay: $18.00 - $20.00 per hour

Expected hours: 16 – 32 per week

Benefits:

• Employee discount
• Mileage reimbursement
• Opportunities for advancement

Compensation Package:

• 1099 contract
• Bonus opportunities
• Hourly pay

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• Austin, TX 78737 (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person

Salary : $18 - $20