Patient Experience Lead

Patient Experience Lead
Impressions Face & Body

Location: On Site
Position Type: Full Time
Department: Patient Services / Front Office

Company Overview

Vos Collection is a distinguished group of leading medical aesthetics providers dedicated to delivering consistent, remarkable outcomes that help patients feel more like themselves. Each clinic within the collection is led by highly skilled physicians and healthcare professionals committed to excellence, artistry, and patient satisfaction.

About Us

We are dedicated to redefining healthcare by delivering a seamless, elevated, and compassionate environment for every individual who walks through our doors. We believe that clinical excellence goes hand-in-hand with an exceptional, luxurious client experience from the moment they arrive.

Position Overview

Impressions Face & Body is apart of Vos Collection. We are seeking a charismatic, highly organized, and detail-oriented Patient Experience Lead to oversee our front desk operations and manage our patient success team. In this role, you will serve as the primary champion for patient satisfaction, ensuring our practice maintains a welcoming, impeccably clean, and beautifully decorated lobby environment.

You will orchestrate the patient journey from start to finish—greeting individuals warmly at check-in and check-out, triaging communications, streamlining scheduling, and managing medical records with precision and discretion. If you have a passion for hospitality, luxury service, and healthcare administration, we would love to welcome you to our team.

Key Responsibilities

Lobby & Facility Management

Ambience & Presentation: Maintain a pristine, luxurious, and well-decorated lobby environment, ensuring a calm, welcoming, and high-end atmosphere at all times.

First Impressions: Serve as the face of the practice, warmly and professionally greeting patients upon arrival and departure.

Environment Oversight: Coordinate daily front-of-house upkeep, ensuring comfort amenities, cleanliness standards, and visual aesthetics consistently meet luxury expectations.

Team Leadership & Operations

Staff Management: Direct, mentor, and oversee front desk and patient success staff to ensure cohesive, efficient, and empathetic daily operations.

Workflow Optimization: Streamline check-in/check-out procedures, reduce wait times, and uphold exceptional standards of client care across the team.

Patient Communications & Administration

Communication Hub: Triage incoming phone calls, inquiries, and digital communications promptly and professionally.

Scheduling Coordination: Streamline appointment booking, rescheduling, and confirmation workflows to maximize clinic efficiency.

Records Management: Efficiently manage medical records requests, ensuring HIPAA compliance, accuracy, and timely processing.

Qualifications & Skills

Experience: Minimum 2–3 years of experience in front desk management, patient coordination, hospitality, or high-end retail/client success (healthcare setting preferred).

Interpersonal Skills: Exceptional verbal and written communication skills with a warm, empathetic, and professional demeanor.

Organizational Mastery: Outstanding multi-tasking and problem-solving abilities in a fast-paced environment.

Tech Savvy: Proficiency with practice management software, electronic health records (EHR), and Microsoft Office / Google Workspace.

Commitment to Excellence:** A natural eye for detail, aesthetics, and white-glove customer service.

What We Offer

* Competitive salary and performance-based incentives
* Comprehensive benefits package (health, dental, vision)
* Paid time off (PTO)
* A supportive, beautiful, and collaborative work environment

*We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.*

Pay: $25.00 - $27.00 per hour

Application Question(s):

• Do you have a minimum 2–3 years of experience in front desk management, patient coordination, hospitality, or high-end retail/client success? (healthcare setting preferred). Please specify the years and the industry.

Ability to Commute:

• Chicago, IL 60610 (Required)

Work Location: In person