Guest Relations & Patient Experience Coordinator
SkyRose Rejuvenation Clinic & Spa
Position: Guest Relations & Patient Experience Coordinator
Department: Operations / Patient Experience
Reports To: Clinic Leadership
Position Type: Full-Time or Part-Time
Compensation: Hourly + Performance Incentives
POSITION SUMMARY
SkyRose Rejuvenation Clinic & Spa is seeking a polished, personable, highly organized, and results-driven Guest Relations & Patient Experience Coordinator to serve as the heartbeat of our client experience.
This is not a traditional receptionist position.
The ideal candidate understands that exceptional service extends far beyond answering phones and checking clients in. This position plays an integral role in helping prospective and existing clients move confidently through their SkyRose journey—from their initial inquiry and consultation through treatment, rebooking, membership, maintenance, and long-term retention.
The Guest Relations & Patient Experience Coordinator will be responsible for creating a luxury, welcoming experience while proactively supporting appointment conversion, schedule optimization, treatment-plan continuation, memberships, rebooking, client retention, and practice growth.
CORE RESPONSIBILITIESGuest Experience
- Serve as the first and last point of contact for SkyRose clients.
- Create a warm, polished, professional, luxury-level experience.
- Greet and check clients in and out efficiently.
- Maintain a beautiful, organized, welcoming reception environment.
- Anticipate client needs rather than waiting to be asked.
- Develop genuine relationships with clients and remember important preferences.
- Maintain confidentiality and professionalism at all times.
- Handle client concerns professionally and escalate clinical concerns appropriately.
Lead & Inquiry Management
- Respond promptly to incoming calls, texts, website inquiries, social media inquiries, and leads.
- Educate prospective clients on SkyRose services without providing clinical advice.
- Identify the client's primary goals and guide them toward the appropriate consultation or service.
- Follow established SkyRose scripts and communication standards.
- Follow up consistently with leads who inquire but do not immediately book.
- Document all communication and follow-up activity within the CRM.
- Maintain daily lead follow-up lists.
- Recover prospective clients who began the booking process but did not complete it.
Consultation Support & Conversion
- Prepare clients for consultations by communicating what to expect.
- Reinforce that SkyRose develops individualized treatment plans rather than one-size-fits-all treatments.
- Ensure clients understand consultation policies, deposits, financing/payment options, and general investment expectations when appropriate.
- Support providers following consultations by helping clients understand scheduling, packages, memberships, and payment options.
- Never diagnose, recommend medical treatment, or replace the provider's clinical recommendations.
Treatment Plan Coordination
Following the provider's consultation, the coordinator will help turn the clinical recommendation into an organized client journey.
Responsibilities include:
- Review the provider's recommended treatment timeline with the client.
- Schedule the next phase of treatment before the client leaves whenever possible.
- Track clients with incomplete treatment plans.
- Contact clients who are due for Phase 2, Phase 3, maintenance, or follow-up.
- Ensure clients do not unintentionally disappear between treatments.
- Coordinate financing or payment-plan information when applicable.
Rebooking & Retention
A major responsibility of this position is ensuring SkyRose clients remain engaged with the practice.
The coordinator will:
- Proactively rebook clients according to provider recommendations.
- Maintain lists of clients due or overdue for treatments.
- Conduct reactivation outreach.
- Follow up after appropriate treatments according to SkyRose protocols.
- Identify clients who have not returned within expected treatment intervals.
- Support birthday, VIP, membership, and loyalty initiatives.
- Help increase client lifetime value through excellent service and consistent follow-through.
Membership Coordination
- Understand all SkyRose membership programs, benefits, pricing, and eligibility.
- Identify appropriate membership opportunities based on provider recommendations and client treatment patterns.
- Confidently explain membership benefits.
- Enroll clients who choose to participate.
- Track membership inquiries and conversions.
- Assist with membership retention and renewal communication.
Schedule Optimization
The coordinator is responsible for helping protect the productivity of the provider schedule.
Responsibilities include:
- Confirm appointments.
- Monitor cancellations and openings.
- Maintain and utilize waitlists.
- Contact appropriate clients when appointments become available.
- Minimize unnecessary gaps in provider schedules.
- Follow cancellation, no-show, deposit, and rescheduling policies consistently.
- Identify opportunities to appropriately move clients forward in their treatment plans when openings occur.
Checkout Experience
Checkout should not simply be:
“Your total is $___.”
The coordinator should know the client's next step.
The standard SkyRose checkout process should include:
- Confirm today's treatment.
- Reinforce the provider's next recommendation.
- Schedule the next appointment.
- Review relevant membership/package opportunities.
- Review provider-recommended home care when applicable.
- Process payment.
- Confirm follow-up instructions and next appointment.
Retail & Home Care Support
- Understand SkyRose's core skincare and wellness products.
- Reinforce products specifically recommended by providers.
- Educate clients on basic product usage within established protocols.
- Track retail recommendations and purchases.
- Maintain attractive retail displays and inventory awareness.
CRM & Administrative Responsibilities
- Maintain accurate client profiles.
- Document calls, texts, follow-ups, and outcomes.
- Maintain organized lead and client pipelines.
- Use SkyRose's booking, EMR, CRM, and communication systems.
- Monitor assigned Smart Lists and follow-up queues.
- Maintain accurate appointment statuses.
- Assist with payment collection and reconciliation as assigned.
- Protect HIPAA and client confidentiality.
KEY PERFORMANCE INDICATORS
This is a performance-driven position.
Performance will be measured using metrics including:
- Lead response time
- Lead-to-consultation booking rate
- Consultation follow-up completion
- Rebooking rate
- Treatment-plan continuation
- Membership conversion
- Client reactivation
- Schedule utilization
- Cancellation/no-show recovery
- Retail/home-care conversion
- Review generation
- Client retention
- CRM follow-up completion
Our goal is not to pressure clients into purchasing services.
Our goal is to ensure that every client receives the education, communication, follow-through, and support necessary to make an informed decision about completing their recommended care plan.
REQUIRED QUALIFICATIONS
- Minimum 2 years of experience in at least one of the following:
- Medical aesthetics
- Plastic surgery
- Dermatology
- Cosmetic dentistry
- Luxury spa
- Healthcare patient coordination
- High-end hospitality
- Membership-based wellness
- Consultative sales
- Exceptional verbal and written communication skills.
- Strong telephone presence.
- Comfortable discussing pricing and financial investment professionally.
- Comfortable asking clients to schedule their next appointment.
- Demonstrated ability to follow up consistently without feeling uncomfortable about “selling.”
- Strong organization and attention to detail.
- Ability to manage multiple clients, providers, communication channels, and priorities.
- Comfortable working with performance metrics and goals.
- Strong computer and technology skills.
- Ability to learn CRM, EMR, scheduling, and payment systems.
- High school diploma or equivalent required.
HIGHLY PREFERRED
- Previous medical-spa or aesthetics experience.
- Experience with Aesthetic Record or similar aesthetic EMR.
- Experience with GoHighLevel/LeadConnector or another CRM.
- Previous patient coordinator, treatment coordinator, membership sales, or concierge experience.
- Experience selling packages, memberships, skincare, luxury services, dental treatment plans, cosmetic procedures, or wellness programs.
- Experience working in a goal-driven environment.
THE PERSONALITY WE ARE LOOKING FOR
This person should be:
- Warm but confident.
- Polished but approachable.
- Highly personable.
- Extremely organized.
- Naturally hospitable.
- Comfortable talking about money.
- Persistent without being pushy.
- Able to hear “not right now” without abandoning the client.
- Proactive rather than waiting for instructions.
- Detail-oriented.
- Coachable.
- Accountable.
- Comfortable being measured against performance goals.
- Able to communicate comfortably with clients considering both $200 services and multi-thousand-dollar treatment plans.
Most importantly, we need someone who understands:
The client's experience does not end when the treatment ends.
The coordinator owns the continuity of that experience and helps ensure every SkyRose client understands what comes next.
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k)
- Continuing education credits
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
