Job Summary:
The Front Desk Reception/Client Relations Administrator position represents Glo & Spa-rkle Aesthetics and MedSpa brand. This person is responsible for creating a positive first and last impression with patients. Responsibilities include running a smooth and efficient front office, greeting of all patients with a smile and enthusiasm, answering phone calls timely with a keen understanding of aesthetic procedures to ensure you can handle all questions/objections and book the patient for a consultation. You will be responsible for incoming calls, follow up calls, scheduling, invoicing, upselling products or retail, confirming and managing all appointments, checking patients in and out, pre-booking their next appointment, helping the providers with transitions from patient to patient between treatments, managing provider calendars and managing staff monthly meetings. As the Client Relations Coordinator, you will also be responsible to educate clients about all of the company services, memberships, loyalty, and referral programs, discuss in-office promotions and ask happy patients to write a review and handle concerns and issues of dissatisfied patients when they call into the office. Additional responsibilities include making sure clients sign up for rewards programs and memberships, creating and posting content to the business social medial accounts, efficiently managing client communications dashboards, and responding to client questions through different communication avenues. As part of our client experience, you are responsible for the staging, cleanliness and optics of the facility.
Job Goal: To create a 5 star patient experience. To have strong work ethic and manage graciously the patient flow and experience throughout the office.
Duties and Responsibilities:
- Dress professionally in accordance with our uniform policy; business attire and/or scrubs. Hair, makeup and nails all professional.
- Properly open and close each day according to Standard Operating Procedures.
- Accurately book, change and cancel appointments. Overall manage the schedule and create invoices. Look up reward program points/sign up new clients prior to check out.
- Manage new patient enrollment in the membership program and educate all clients on any and all company initiatives.
- Friendly, energetic and relatable. Greet everyone pleasantly who enter and leave the facilities. Stand up, greet them by name, introduce yourself by name/title and offer coffee and water.
- Provide detailed descriptions of treatments, packages, services, facility features and hours of operation.
- Utilize computers with skill and proficiency. (PMS system, phones, consultation tools, etc).
- Support weekly social media updates – at least 1-2 posts per week.
- Maintain the patient management software (PMS), with accurate information and scanning in a timely fashion. All data entered within the week.
- Answer the phone promptly (3 rings) and use the patient’s name throughout the phone conversation. Upbeat, very personable and treats client like a friend.
- Actively promote the treatments, services, and retail, as well as programs, promotions and/or discounts available.
- Achieve social media goals of 5 reviews per month on Google and Facebook.
- Maintain a professional, positive and enthusiastic attitude using eye contact when addressing internal or external patients.
- Handle patients’ questions and concerns professionally and courteously.
- Provide accurate, appropriate and immediate responses to all requests by patients, ensuring complete patient satisfaction.
- Maintain a clean, safe, fully stocked and well-organized work area. Kitchen stocked weekly.
- Work with Practice Manager to handle & cross check all inventory for accurate counts.
- Problem solver and solutions oriented. Able to work independently and replicate the responsibilities of the manager for the day-to-day functions and tasks.
- Take initiative and contribute to the growth and efficiency of the business.
- Regularly attend, participate in and support training and staff meetings.
- Assist in all areas of front desk business operation as requested by management.
- Communicate to management any and all occurrences involving staff or patients that require attention.
- Manage all new patient leads within 1 hour. Adhere to a close rate of 70% and follow up at 2, 7, 14 days, 30 days and 90 days. When day is slow revisit call list.
- Execute any additional tasks and projects delegated by management.
Position Requirements:
- Must possess great communication and phone skills
- Be on time for your shift.
- Dress professionally.
- Must be detail-oriented and have ability to multi-task.
- Ability to be efficient and productive in a fast-paced environment.
- Must have enthusiasm and possess excellent customer service skills.
- Must possess basic math proficiency.
- Enjoy working with people and possess a friendly and outgoing personality.
- Excellent communication, listening and computer skills.
- Must be a team player, take initiative to do what needs to be done in office without resistance or question.
- Communicate effectively and with respect.
- Transparency and solution oriented.
- Absolutely no nay saying or office gossip.
- Social media skills including Facebook, Instagram, TikTok etc.
Detailed List of Job Duties and Responsibilities:
1. Open Office:
- Turn on lights and computer.
- Adjust office temperature so it is comfortable for patients.
- Light all candles. Walk through of every room for cleanliness and or sufficient supplies, tester bars.
- Ensure workspace is clean and organized.
- Make sure coffee bar is stocked.
- Check VM, PMS text messages and return all calls within 1 hour of opening the office.
- Manage the waitlist to fill any gaps or cancelation and maximize schedule optimization.
- Re-stock front desk items: business cards, New Patient folders, brochures, retail bar (weekly)
2. Mid-Day:
- Check cleanliness of bathrooms and front lobby
- Mid-day office sweep after lunch
3. Close Office:
- Run end of day financial report
- Make sure all patient calls have been returned
- Shut down and log off computer
- Turn off music
- Turn off camera flashes
- Close windows
- Make sure all are turned off – Lasers, TVs, fan, heaters
- Blow out candles
- Straighten up workspace
- Go through each room for cleanliness, new sheets, re-stock (Tuesday, Thursday, Friday)
- Water plants (Monday and Friday)
- Break down any box deliveries
4. Prep for the Day:
- Review the schedule to make sure the day will run smooth
- Sync any remaining Patient Portal information
- Review wait list and call if there are any cancellations
- Prepare the superbills and new patient folders, print coupons for Alle, Aspire, Revision, ZO, and any other brand specific rewards program, as needed and advised by management
5. Patient Check-In:
- Warm and welcome greeting all patients – stand up, use their name
- If new patient, provide them with a new patient folder that contains information such as:
i. Menu of Services
ii. About our Providers
iii. Membership Programs
iv. PR
v. Any special promotions
vi. Offer coffee, tea, water, snacks.
vii. Hand new patient paperwork or update information if necessary
viii. Check if consent is current, update consents if necessary
ix. Check patients in via PMS
x. Ask patients while they are waiting if they are following us on FB or Instagram for updates on our offers
xi. Ask them to check in or write review on Google (if existing)
6. Patient Check-Out:
- Ask the patient about their experience
- Ask if there are any additional questions they can answer for the patient
- Review the Treatment Plan and cost
- Assist with financing and signing for memberships
- Schedule appointment
- Ask happy clients to write us a review on Yelp and have them do it within the office (goal is 5 per month)
- Social media posts are timely and relevant and personal (goal is to like, repost and invite friends)
7. Administration:
- Enter and update patient information into PMS and ensure accuracy of information – Daily
- Scanning documents – Weekly, if not sooner
- Sort and distribute mail. Make sure all outgoing mail is picked up or taken to drop boxes
- Call any memberships with declined payments to update card information
- Prep Alle, and Aspire Points and issue patient points
- Call patients with expiring Alle points last day of the month, 1st call, 2nd email
- Manage supplies
- Monthly – Kitchen, office supplies
- Linens – currently picked up/delivered Tuesday, Thursday, Friday. Upon delivery, assist in dispersing linens into appropriate cabinetry in treatment rooms. Monitor tidiness of all rooms. Clean and organize linens as needed to maintain proper staging of facility.
- iPost on Instagram or FB weekly, or as advised by management.
- Keep office supplies and marketing collateral organized in reception cabinets
- Sign for deliveries
8. Miscellaneous:
- Take trash out at end of the day.
- Throw out food out at the end of week. Send email in AM to remind staff you are throwing out anything old or expired
- Assess restrooms and other common areas throughout each day for cleanliness, tidiness, and proper staging. Assure that all restrooms are stocked with proper supplies at all times.
Job Types: Full-time, Part-time, Temp-to-hire
Pay: $13.00 - $15.00 per hour
Benefits:
- Employee discount
- Flexible schedule
Schedule:
- 10 hour shift
- 4 hour shift
- 8 hour shift
Experience:
- Medical spa or medical office: 1-2 years (Reccomended)
Ability to Relocate:
- Lubbock, TX 79424: Relocate before starting work (Required)
Work Location: In person
Pay: $15.00 - $20.00 per hour
Benefits:
- Employee discount
- Flexible schedule
Ability to Commute:
- Lubbock, TX 79424 (Required)
Ability to Relocate:
- Lubbock, TX 79424: Relocate before starting work (Required)
Work Location: In person
