Office Manager/Client Experience Manager

Description

The Office/ Client Experience Manager act as a brand ambassador, front line client coordinator and sales driver for medical aesthetics.

Core Responsibilities

• •Client Experience & Reception : Greet incoming clients/patients, manage check-ins/check-outs, maintain a clean and relaxed reception area, and ensure high-touch, personalized care. Ability to deescalate unsatisfied clients/ patients.
• •Scheduling & Communication : Handle appointment bookings, phone calls, texts, emails, and direct messages, as well as confirm schedules and coordinate clinical flow with the medical team.
• •Sales Conversion : Educate clients on aesthetic services, skin care products, and services.
• •Outbound Concierge & Follow-Ups : Execute post-treatment care calls as appropriate, encourage and respond to patient reviews (maintain NPS >80), encourage referrals, and manage re-activation outreach.
• •Operations & Compliance : Full oversight and management of front office and back-office workflow(s) with strict adherence to HIPAA privacy regulations.
• •Business Development & Events: Support local marketing events, build relationships with local referral sources.

Job Duties:

• •Office Staffing:
• •Responsible for scheduling support staff for provider: patient ratio(s)
• •Reviews PTO calendar, monitors OT, manage employees breaks
• •Assess and revise work schedules of both Medical and Non-Medical staff as needed
• •Maintain Time & Attendance records for all non-physician employees
• •Conflict management
• •Accountability champion
• •Maintain Medical Staff/ Provider schedule to ensure patients/ clients are scheduled appropriately

• •Patient Scheduling: In collaboration with Contact Center
• •Responsible for daily patient/client schedules ~ productivity, appointment type, reminders/ confirmations, communications (call, text, emails), etc..
• •Responsible for management of appointment systems to include Next Patient, ZocDoc, DermPro, ModMed

• •Personnel Management: In collaboration with HR
• •Recruit, retain, orient, train and coach front office and back-office staff
• •Assist with annual review evaluation process of all supervised staff members

• •Finance & Operations: In collaboration with Finance Dept. & Operations Dept .
• •Daily reconciliation of client/ patient payments
• •Maintain petty cash system to ensure funds are available, receipts are reconciled and journals reflect all transactions
• •Collaborate with Purchasing, Accounts Payable, and Finance Department to ensure proper reconciliation of care slips, packing slips, invoices, & receipts
• •Inventory management: Responsible for ordering and reconciling all office supplies and inventory to include product, and injectables.
• •Medical Records: Strict adherence to HIPPA guidelines ensuring records are completed per policy and released per policy when requested
• •Attends provider and department staff meetings as required
• •Active participation in seminars and events as requested
• •Other projects and duties as directed by the Territorial Manager/Senior Management.

Requirements

Qualifications & Skills

• •Experience: 1 to 3+ years in customer service, hospitality, a luxury medical spa, or high-end retail environment preferred
• •General understanding of medical &cosmetic dermatology preferred
• •Interpersonal Skills: Exceptional communication, active listening, and a warm, service-oriented presence required
• •Technical Proficiency: Familiarity with ModMed, patient booking systems, patient review platforms (Yelp/ Google) and Microsoft Office
• •Sales Aptitude: Comfortable with consultative selling, tracking Key Performance Indicators (KPIs), and driving client retention