Job Summary:
Cisne Wellness is seeking a bi-lingual polished, professional, and service-driven Client Experience Coordinator who is passionate about aesthetics, wellness, and creating exceptional client experiences.
As the first and last point of contact for every client, this position plays a critical role in delivering the luxury experience that defines our brand. The ideal candidate is warm, welcoming, highly organized, sales-minded, and thrives in a fast-paced medical spa environment. They are committed to providing personalized service while supporting the daily operations and continued growth of the practice.
Essential Duties & Responsibilities:
Client Experience
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Welcome clients, vendors, pharmaceutical representatives, and visitors with professionalism, warmth, and exceptional hospitality.
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Deliver a luxury, concierge-style experience from check-in through checkout.
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Answer incoming telephone calls, emails, text messages, and online inquiries promptly and professionally.
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Monitor voicemail, appointment requests, and client communications, ensuring timely follow-up.
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Schedule, confirm, reschedule, and optimize provider schedules to maximize efficiency and client satisfaction.
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Conduct appointment reminder calls, confirmations, and follow-up communications.
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Verify patient demographics and complete patient searches to prevent duplicate medical records.
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Prepare and distribute required intake forms, consent forms, and questionnaires according to provider protocols.
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Maintain patient confidentiality and ensure full compliance with HIPAA and company privacy policies.
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Monitor lobby flow, communicate provider delays professionally, and maintain a welcoming, organized reception area.
Financial & Administrative Responsibilities
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Collect payments accurately using appropriate payment codes.
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Process retail purchases and issue receipts.
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Balance daily cash, credit card, and payment batches according to company procedures.
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Open, distribute, and process incoming mail and deliveries.
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Maintain organized electronic and paper records.
Sales & Business Development
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Educate clients on available treatments, memberships, retail products, packages, and current promotions.
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Recommend services and products that support each client's treatment goals.
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Promote membership enrollment, treatment packages, and retail sales to achieve individual and practice revenue goals.
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Assist with client retention initiatives, rebooking strategies, and referral programs.
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Help achieve monthly sales, retail, and client retention goals.
Marketing & Community Engagement
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Collaborate with leadership and the Marketing Coordinator to promote services, events, and seasonal campaigns.
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Assist with maintaining current marketing materials, brochures, digital displays, and promotional signage.
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Support social media content by capturing client-approved photos, videos, testimonials, and event highlights.
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Participate in community events, educational seminars, open houses, and client appreciation events.
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Assist in developing programs that strengthen community relationships and increase client acquisition.
Operations
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Assist with inventory management, including monitoring retail products, medical supplies, and office inventory.
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Assist with ordering supplies and maintaining inventory levels.
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Coordinate equipment maintenance and service appointments as needed.
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Maintain cleanliness and organization of reception areas, retail displays, treatment rooms, and common spaces.
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Support daily opening and closing procedures.
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Stay current on industry trends, products, treatment offerings, and best practices.
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Perform additional duties as assigned to support the success of the practice.
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Position requires regular, reliable, and predictable attendance and physical presence at the assigned work location.
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Duties and responsibilities may be modified at any time, with or without notice, to meet the evolving needs of the organization.
Education
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High School Diploma or GED required.
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Associate degree or coursework in healthcare administration, hospitality, business, marketing, or related field preferred.
Experience
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Minimum one year of experience in a medical spa, aesthetics practice, dermatology, plastic surgery, wellness center, luxury hospitality, or medical office preferred.
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Experience with electronic medical records (EMR) and scheduling software preferred.
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Sales, retail, or luxury customer service experience strongly preferred.
Knowledge, Skills & Abilities
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Passion for aesthetics, wellness, skincare, and exceptional client care.
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Outstanding interpersonal and communication skills.
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Professional appearance and positive attitude.
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Strong organizational and time management abilities.
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Ability to multitask while maintaining attention to detail.
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Excellent problem-solving and conflict-resolution skills.
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Strong sales aptitude with confidence recommending treatments and retail products.
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Ability to build lasting relationships with clients.
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Self-motivated with the ability to work independently and collaboratively.
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Proficient with Microsoft Office and basic computer applications.
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Ability to quickly learn new software systems and technology.
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Dependable, punctual, and committed to excellence.
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Maintains discretion and confidentiality at all times
Physical/Mental Requirements:
The physical and mental requirements demands and work environment described here are representative of those that must be met by an employee to successfully perform the primary duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary duties and responsibilities.
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Ability to stand and walk for extended periods throughout the workday.
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Frequently bend, reach, stoop, kneel, and lift up to 25 pounds.
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Perform repetitive hand and wrist movements, including keyboarding.
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Ability to manage multiple priorities in a fast-paced environment.
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Maintain professionalism and composure during high-volume periods.
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Communicate effectively with clients, providers, and team members.
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Demonstrate sound judgment and decision-making skills.
