Front Desk

Description:

Job title: Front Desk Associate

Reports to: Practice Manager

Supervisor: No

FLSA Classification: Non-exempt

Travel: Local

Position Overview:

The Front Desk Associate plays a pivotal role in ensuring an exceptional patient experience in a medical aesthetics environment. This individual must be highly organized, customer-service-oriented, and proactive in contributing to the growth of the practice through sales support and outreach efforts. In addition to managing front desk operations, this role includes direct sales activities, such as promoting services and products, engaging with patients to encourage booking, and fostering client retention. A commitment to maintaining patient confidentiality and satisfaction is essential.

Key Responsibilities or (Core Contributions):

Patient Management:

• Greet and check in patients for their appointments, ensuring accurate entry of patient information and consents into the EMR system.
• Alert clinicians promptly upon patient arrival and facilitate timely patient rooming.
• Assist with patient comfort by providing numbing services as needed and preparing patients for appointments.
• Check patients out post-appointment, ensuring their satisfaction and encouraging them to rebook before leaving.
• Actively encourage patients to book their next appointment before leaving, reinforcing retention and practice growth.
• Be knowledgeable about promotions and treatments to educate and upsell patients in ways that add value to their care and medspa experience.

Administrative Duties:

• Answer incoming calls, direct appropriately, and monitor voicemails, ensuring timely responses or escalations.
• Collect payments in compliance with HIPAA standards and manage deposits when required.
• Enter treatment invoices into the POS system and log points in rewards programs accurately.
• Book and reschedule appointments, confirm appointments 24 hours in advance, and optimize the schedule using the waitlist.
• Follow up with patients who miss or cancel appointments.
• Handle emails, escalate issues as needed, and report facility-related concerns.

Facility Maintenance:

• Perform opening and closing duties, maintaining a clean and welcoming front lobby, patient rooms, and overall facility.
• Manage amenities like coffee, and oversee laundry and trash disposal.
• Assist with inventory management and supply restocking as needed.

Customer Service and Communication:

• Provide exceptional customer service with a focus on patient satisfaction, addressing inquiries and concerns professionally.
• Communicate client concerns to management and participate in resolving issues.
• Stay updated on current specials and promotions to provide relevant recommendations.

Sales and Marketing Support:

• Promote services and retail products by understanding monthly specials, featured treatments, and product selling points.
• Engage in proactive outreach during downtime:
• Contact new leads via call or SMS.
• Follow up with clients who canceled or did not rebook in the last two weeks.
• Notify lapsed clients of promotions and upcoming opportunities to rebook.
• Foster client retention by contacting patients who have not visited in 90+ days, highlighting personalized offers and relevant promotions.
• Recommend providers and treatments based on client needs, leveraging a deep understanding of specialty services.
• Assist providers with filming or marketing content when needed.
• Document all outreach activities and sales-related interactions to measure impact and effectiveness.
• Convert patient interactions into revenue opportunities by recommending services and products aligned with patient needs and practice initiatives.
• Proactively engage patients and leads to encourage bookings, rebookings, and participation in promotions.

Professional Development:

• Attend work events, training sessions, and staff meetings to stay updated on industry trends and best practices.
• Maintain confidentiality and uphold HIPAA compliance standards.
• Uphold and exemplify

Requirements:

Qualifications:

• High school diploma or equivalent required; additional education in healthcare administration, marketing, or related fields preferred.
• Previous experience in a medical aesthetics or healthcare setting with sales experience is highly desirable.
• Strong customer service orientation with a focus on patient retention and satisfaction.
• Proficiency in EMR systems, POS systems, and Microsoft Office Suite preferred.
• Excellent communication and interpersonal skills, with the ability to proactively recommend treatments and products.
• Knowledge of medical aesthetics services, products, and terminology is preferred.
• Highly organized, detail-oriented, and capable of multitasking in a fast-paced environment.
• Self-motivated with a proven ability to contribute to team goals and individual sales targets.