Company Overview
Jack + Jill Aesthetics is a luxury, results-driven aesthetic practice dedicated to exceeding patient expectations through expert care, innovative treatments, advanced technology, and a personalized approach to natural-looking outcomes.
With more than 50 years of combined experience in aesthetic medicine, our team is committed to delivering safe, effective, and thoughtfully customized treatment plans. We strive to be the trusted destination for patients seeking exceptional service, professional guidance, and meaningful improvements in their skin, confidence, and overall appearance.
We are seeking an experienced, polished, and highly motivated Patient Experience Manager to help lead the front office, strengthen patient relationships, support revenue growth, and ensure every patient receives a seamless and elevated experience.
Position Overview
The Patient Experience Manager plays a central role in the success of the practice.
This is not a traditional receptionist position. This role is responsible for managing the patient journey from the first phone call through treatment, follow-up, rebooking, and long-term retention.
The ideal candidate will combine exceptional customer service with strong sales ability, operational discipline, and a genuine passion for helping patients achieve their aesthetic goals. This individual must be comfortable discussing treatments, skincare, memberships, packages, and treatment plans while maintaining a professional, consultative, and patient-centered approach.
The Patient Experience Manager will work closely with providers, clinical staff, and leadership to improve patient satisfaction, maximize schedule utilization, increase rebooking, support sales goals, and create systems that allow the practice to operate efficiently.
Required Experience
Applicants must meet the following requirements to be considered:
- A minimum of two years of experience in a medical spa, dermatology practice, plastic surgery office, cosmetic practice, or comparable medical aesthetic environment
- No more than two employers within the past five years
- Proven experience in patient service, medical office operations, scheduling, sales, or practice management
- Strong understanding of the patient journey within an elective or cash-pay medical environment
- Availability to work select evenings and Saturdays
- Ability to work full-time in person
Key ResponsibilitiesPatient Experience and Satisfaction
- Welcome every patient with warmth, professionalism, confidence, and discretion
- Create a polished, luxury experience from the patient’s first interaction through post-treatment follow-up
- Anticipate patient needs and provide clear, thoughtful guidance throughout the appointment process
- Respond promptly to patient questions, concerns, and complaints
- Resolve service concerns professionally while protecting the patient relationship and the reputation of the practice
- Complete post-treatment follow-up calls and messages to confirm patient satisfaction and address concerns
- Monitor patient feedback and identify opportunities to improve service, communication, and overall satisfaction
- Maintain a clean, organized, refined, and welcoming reception environment
Sales and Revenue Growth
- Confidently discuss services, treatment options, skincare products, memberships, packages, and promotional opportunities
- Convert incoming calls, online inquiries, and consultation requests into scheduled appointments
- Identify opportunities to introduce patients to additional services that support their goals
- Assist patients in understanding recommended treatment plans and the value of continued care
- Support providers in presenting and closing customized treatment plans
- Follow up with patients who have received quotes, consultations, or treatment recommendations
- Recover missed opportunities by contacting patients who did not schedule or complete recommended services
- Help the practice meet established sales, conversion, skincare, membership, and treatment plan goals
- Maintain a consultative sales approach that is professional, ethical, and focused on the patient’s best interest
Patient Retention and Rebooking
- Ensure patients are rebooked before leaving the practice whenever appropriate
- Maintain and improve rebooking, retention, and patient return rates
- Contact inactive, overdue, and lapsed patients to encourage continued care
- Build long-term relationships that strengthen loyalty and increase lifetime patient value
- Support ongoing membership engagement and renewal
- Help patients remain consistent with recommended treatment plans and home skincare regimens
- Track follow-up needs and ensure no patient opportunity is overlooked
- Create outreach systems for patients who cancel, no-show, delay treatment, or fall out of their care plan
Scheduling and Front Office Operations
- Schedule, confirm, and coordinate appointments in person, by telephone, and through digital communication
- Optimize provider schedules, treatment room utilization, and daily revenue opportunities
- Monitor appointment flow and notify providers of arrivals, delays, cancellations, and schedule changes
- Fill last-minute openings by contacting appropriate patients and leads
- Manage waitlists and appointment opportunities efficiently
- Check patients in and out while managing phones, inquiries, payments, and front office activity
- Review the daily schedule for gaps, conflicts, and opportunities for improvement
- Maintain accurate patient records and ensure all necessary information is current
- Collect, record, and update demographic, medical, and financial information
- Process patient payments, credits, account balances, financing, and outstanding charges accurately
- Protect the confidentiality of all patient, medical, and financial information
Leadership and Team Collaboration
- Lead by example through professionalism, accountability, urgency, and attention to detail
- Collaborate with providers, clinical staff, management, and administrative team members
- Help create a culture centered on patient satisfaction, teamwork, results, and continuous improvement
- Support staff training related to patient communication, customer service, sales, scheduling, and front office standards
- Hold team members accountable for delivering a consistent patient experience
- Communicate operational concerns and opportunities directly to leadership
- Help ensure clinical and administrative teams remain aligned on patient needs and practice goals
- Assist with performance improvement initiatives related to patient flow, safety, service quality, and operational efficiency
Systems, Compliance, and Practice Management
- Develop and improve workflows that allow the practice to operate smoothly and efficiently
- Identify recurring operational issues and recommend practical solutions
- Follow all established policies, procedures, privacy standards, and applicable healthcare regulations
- Support compliance with HIPAA, OSHA, state medical regulations, and internal clinical protocols
- Maintain accurate documentation and protect sensitive information
- Monitor office and clinical inventory levels
- Order supplies, verify deliveries, and coordinate equipment service when necessary
- Assist leadership with reporting, patient experience metrics, sales tracking, retention data, and operational performance
- Respond calmly and appropriately during urgent or unexpected situations
Performance Expectations
The Patient Experience Manager will be expected to contribute directly to the financial and operational success of the practice.
Key areas of accountability may include:
- Patient satisfaction and feedback
- Incoming lead response time
- Appointment conversion rate
- Consultation conversion rate
- Schedule utilization
- Provider schedule productivity
- Rebooking rate
- Patient retention rate
- Membership enrollment and renewal
- Skincare and treatment plan sales
- Follow-up completion
- Cancellation and no-show recovery
- Patient complaint resolution
- Overall front office efficiency
Ideal Candidate
The ideal candidate is:
- Polished, professional, warm, and confident
- Highly motivated and naturally sales-oriented
- Experienced in building patient trust and long-term relationships
- Comfortable discussing pricing, treatment plans, skincare, and memberships
- Proactive and capable of identifying opportunities without being asked
- Highly organized with exceptional attention to detail
- Able to multitask without sacrificing accuracy or patient care
- Calm and solution-oriented under pressure
- Skilled at handling difficult conversations with professionalism and empathy
- Comfortable working in a performance-focused environment
- Able to motivate team members and encourage accountability
- Capable of creating systems, improving workflows, and following through
- Dependable, energetic, and committed to excellence
- A strong team player who understands the importance of supporting a small, close-knit practice
- Passionate about aesthetic medicine, patient outcomes, and the growth of the business
Qualifications
- Minimum of two years of relevant medical aesthetic, dermatology, plastic surgery, cosmetic medical, or specialty healthcare experience
- Experience in medical reception, patient coordination, practice management, sales, or customer service leadership
- Strong telephone, written, and in-person communication skills
- Proven ability to convert inquiries into appointments and treatment opportunities
- Experience with patient scheduling and practice management software
- Knowledge of elective, cosmetic, or cash-pay medical services is strongly preferred
- Experience with skincare, aesthetic treatments, memberships, or treatment packages is highly desirable
- Strong understanding of patient confidentiality and professional conduct
- Experience with team leadership, staff training, or workflow development is preferred
- Familiarity with performance improvement, healthcare operations, or compliance standards is beneficial
- Nursing leadership or clinical management experience is welcomed but not required
Schedule
This is a full-time, in-person position.
Candidates must be available to work select evenings and Saturdays based on the needs of the practice.
Because Jack + Jill Aesthetics is a close-knit team, every employee is expected to contribute to patient care, practice growth, schedule productivity, and the overall success of the organization.
Compensation
$25.00 to $35.00 per hour Plus Bonus Structure , based on relevant experience, qualifications, sales ability, leadership experience, and demonstrated performance.
How to Apply
Qualified candidates should submit a current resume detailing their relevant experience in medical aesthetics, dermatology, plastic surgery, cosmetic medicine, patient coordination, sales, or medical office management.
Please include specific examples of your experience with:
- Patient retention and rebooking
- Sales or treatment plan conversion
- Skincare, memberships, or package sales
- Patient complaint resolution
- Front office leadership
- Medical aesthetic practice operations
Join Jack + Jill Aesthetics and help lead a patient experience built around exceptional service, clinical excellence, lasting relationships, and measurable results.
Pay: $25.00 - $35.00 per hour
Benefits:
- Employee assistance program
- Employee discount
- Family leave
- Flexible schedule
- Paid time off
- Professional development assistance
- Referral program
Work Location: In person
