Overview
Join our dedicated team as a Hospitality & Patient Experience Coordinator at Fulcrum Aesthetics & Surgery, where your enthusiasm and compassion will transform the way patients experience care in a luxury medical practice. In this vital supportive role, you will serve as the welcoming first voice, first face and reason patients come back. Your energy will help create a warm, engaging environment that promotes comfort, education and an elevated level of patient satisfaction.
This position offers an exciting opportunity to blend hospitality - the way a five star hotel means it - expertise in medical aesthetics and plastic surgery with respect - ensuring every person feels special and cared for, from the first call to the return visit. Training in modern medical aesthetics - injectables, skin care and wellness, as well as in cosmetic surgery will be provided. We hire for warmth first and train the rest. We only have one seat to fill, and we're looking for someone exceptional to fill it.
Responsibilities
- Own the First Impression: Greet every patient so they feel seen, heard, and valued — from first walk-in to follow-up months later.
- Provide Exceptional Customer Service: Address questions or concerns with knowledge and efficiency while maintaining confidentiality and professionalism.
- Serve as a knowledgeable resource for patients by clearly communicating treatment options, services, and retail offerings in a polished, supportive manner.
- Scheduling & Flow Management - Manage the appointment schedule of consultations, treatments, pre and post operative appointments.
- Records and Chart Prep: Obtain, review and verify intake forms and pre registration documents prior to client and patient appointment
- Run the Communication Hub: Manage inbound calls, texts, and emails with warmth and urgency. No inquiry sits unanswered.
- Retail and Inventory coordination: Mantain stocks of skin care products and treatment supplies
- Drive Retention: Beyond routine patient check-ins, guide proactively patients toward appropriate follow-up consultations, educating them on available services, and facilitating cross-department referrals to enhance continuity of care and increase long-term patient retention.
- Master EMR platforms such as Aesthetic Record, IntakeQ, Google Workspace
- Protect the Fulcrum brand—our space, our tone, and our follow-up are all part of the package. You understand that you may only have one interaction with a guest, but that interaction shapes their perception of the entire experience.
- Demonstrate Outstanding Interpersonal Skills - every detail matters. Consistency in communication, professionalism, and follow-through is essential to maintaining the standard our guests expect.
In return you will rewarded with:
- Above Chicago-market hourly pay
- Growth through our Skills Ladder - not a dead end. Recognition for increasing levels of skill, contribution, and performance.
- On the job training from an experienced management team who invests in your growth
- Employee treatment benefits
Your Schedule
- Full-time, 35–40 hrs/week.
- Part Time
- Must be available: Mondays and Wednesdays until 7:00 PM; Tuesdays, Thursdays and Fridays until 5:00pm ; Saturdays on a two-on, one-off rotation.
## You’re a fit if you
- Have prior experience of 1+ years in hospitality, luxury retail, concierge, or as a front-desk associate in any medical speciality
- Are the person everyone says “should work somewhere nicer”
- Are calm under volume. Multiple phone lines, a full lobby, and a busy text inbox don't rattle you—you handle it all with confidence and composure.
- Believe hospitality is a craft, and you’re a little offended when it’s done badly
- Possess excellent communication skills to interact effectively with patients, team members and management.
- Want a career in an aesthetics practice - not just a job near one!
- Have completed and submited responses to all applicant questions outlined below.
You are NOT a fit if you:
- Prefer clocking in, staying behind a desk, and clocking out
- Believe “that’s not my job” is an acceptable response in a patient-facing environment
- Require constant supervision to maintain service standards
- Are not interested in learning the basics of medical aesthetics and plastic surgery procedures as part of your role
- Struggle to accept direction from leadership or operate respectfully within a structured team environment
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- Employee discount
- Health insurance
- On-the-job training
- Paid time off
Application Question(s):
- How comfortable are you managing a busy front desk while simultaneously answering phones, responding to inquiries, scheduling appointments, and greeting guests? Please select one of the following:
- Very comfortable : this has been a major responsibility in my role
- Comfortable
- Some experience
- Limited experience
- No experience
- How would you rate your knowledge of medical aesthetics, skincare, wellness treatments, and/or plastic surgery services? Please select one:
- Extensive knowledge and direct experience
- Good working knowledge
- Basic familiarity
- Limited knowledge but eager to learn
- No experience
- Are you available to work until 7:00 PM on Mondays and Wednesdays and participate in a rotating Saturday schedule?
- Yes
- No
- Fulcrum Aesthetics requires team members who are polished, professional, coachable, and able to learn quickly. Which statement best describes you? Please select one.
- I thrive on feedback and routinely learn new systems, services, and processes
- I am comfortable receiving coaching and learning new skills
- I prefer working independently with established processes
- I generally prefer not to receive ongoing coaching
- In 2–3 sentences, describe what an "elevated luxury patient experience" means to you.
- Which of the following best describes your primary work experience during the past 5 years? Please select one:
- Medical Spa / Aesthetics
- Plastic Surgery
- Dermatology / Cosmetic Medicine
- Medical Front Desk / Healthcare Reception
- Luxury Hospitality (Hotel, Concierge, Private Club)
- Luxury Retail
- Customer Service / Reception
- Other
Experience:
- Hospitality: 1 year (Preferred)
- Luxury Retail: 1 year (Preferred)
- Medical Aesthetics: 1 year (Preferred)
- Patient-Facing Healthcare: 1 year (Preferred)
Ability to Commute:
Work Location: In person
