Position Summary:
The Client Coordinator serves as the face and voice of our clinic, providing an exceptional concierge-style experience to all clients. This individual is responsible for ensuring smooth front desk operations, proactive client communication, efficient scheduling, and promoting our skincare and membership services. The ideal candidate will be a proactive communicator, detail-oriented administrator, and passionate team player who champions our values and contributes to a high-performing, welcoming work environment.
Key Responsibilities
1. Client Communication &
- Greet clients warmly by name; offer beverages and maintain a polished, inviting reception.
- Manage all communication channels (phone, text, email, chatbot) with professional and timely responses (within 1 hour during office hours).
- Use and refine communication scripts to ensure consistency and elevate client interactions.
- Ensure all client paperwork is reviewed, completed, and submitted before appointments.
- Proactively assist clients in preparing for appointments (e.g., numbing, photos).
- Escalate client needs appropriately to providers or management.
2. Scheduling & Patient Retention
- Proactively reschedule missed or canceled appointments, manage waitlists, and adjust calendars for efficiency.
- Maintain ≥ 80% rebooking rate by engaging clients in personalized scheduling conversations.
- Log all leads and membership activity accurately and promptly.
- Monitor and optimize the schedule 2 weeks out, 1 week out, and daily.
- Recommend add-ons and additional services to maximize retention and revenue.
3. Retail, Membership & Upselling
- Discuss skincare products, services, and memberships with every client.
- Maintain a clean, stocked, and visually appealing retail space.
- Track and report inventory needs; help meet retail sales goals.
- Promote membership plans, process enrollments, and distribute referral cards.
- Meet or exceed monthly BSA Membership growth targets (10–15%).
4. Office Operations & Cleanliness
- Complete opening/closing checklists with attention to detail.
- Maintain and organize common areas, restock supplies, and assist with clinical kits.
- Proactively identify and resolve maintenance or staging issues.
- Handle mail, deliveries, trash, dishes, and linens per the operational schedule.
5. Administrative & Financial Tasks
- Accurately process payments and reconcile end-of-day financials.
- Ensure provider tracking sheets are completed daily.
- Address no-show charges, unpaid invoices, and provider corrections in a timely manner.
- Help identify and improve administrative workflows.
6. Team Collaboration & Culture
- Actively participate in meetings, shout-outs, and team chats.
- Take initiative during downtime to complete productive tasks.
- Contribute to CLMS social media content and campaigns.
- Communicate openly with the team and demonstrate accountability.
- Bring forward monthly suggestions and encourage peer gratitude weekly.
Cassie Lane Med Spa Core Values:
- Character: Act with integrity and professionalism in all interactions.
- Learn: Show a growth mindset; seek continuous improvement.
- Welcome: Create an inclusive and friendly environment.
- Appreciate: Celebrate and uplift teammates and patients.
- You (Patient-Centered Care): Ensure each client feels seen, heard, and valued.
Pay:
- $18-$22/hour based on experience, with room to grow beyond
- $2.50/hour in "Cassie Lane Bucks" to use towards services
- Quarterly Membership Growth Bonus
- Accrued PTO
Full-time schedule: 32-40 Hours/Week
- Monday: 9:00 AM-5:00 PM
- Tuesday: 9:00 AM-5:00 PM
- Wednesday: 9:00 AM-5:00 PM
- Thursday: 11:00 AM-7:00 PM
- Friday: 9:00 AM-5:00 PM
- Saturday 9:00 AM-3:00 PM (currently the first Saturday of each month)
Qualifications
- Proficiency with general office software (Microsoft Office, Google Workspace) and data entry
- Strong clerical, administrative, and organizational skills; experience with calendar management and filing
- Excellent phone etiquette and multi-line phone systems; customer support and service experience
- Computer literacy and typing skills; document proofreading and proofreading accuracy
- QuickBooks and basic bookkeeping/office management experience preferred; bilingual abilities a plus
- Reliable, detail-oriented with strong time management and interpersonal communication skills
Pay: $18.00 - $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
