Job Summary:
The Front Desk/Client Relations Administrator position represents our Med Spa and the 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 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 scheduling, invoicing, upselling products or retail, confirming all appointments, checking patients in and out and pre-booking their next appointment. As the Client Relations Administrator you will also be responsible to educate clients about all of the company programs, memberships, loyalty, and referral programs, discuss in-office promotions and ask happy patients to write a review. 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 client experience. To have strong work ethic and manage graciously the patient flow and experience throughout the office.
Duties and Responsibilities:
- 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. Client Management System, phones, consultation tools, etc.
- Maintain the client management software, with accurate information and scanning in a timely fashion. All data entered within each workday.
- Answer the phone promptly (3 rings) and use the client’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 10 reviews per month on Yelp or Google.
- Maintain a professional, positive and enthusiastic attitude using eye contact when addressing internal or external clients.
- Handle clients’ questions and concerns professionally and courteously.
- Provide accurate, appropriate and immediate responses to all requests by clients, ensuring complete patient satisfaction.
- Maintain a clean, safe, fully stocked and well-organized work area. Kitchen stocked weekly.
- Work with Team to handle & cross check all inventory for accurate counts.
- Maintain master SOP binders that include pricing, contact list, vendors, account numbers.
- 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 clients that require attention.
- Manage all new client leads within 1 hour. Adhere to a close rate of 70% and follow up at 2 and 7 days. When day is slow revisit call list.
- Execute any additional tasks and projects delegated by management
Position Requirements:
- Be on time for your shift. Arrive 30 minutes before shift starts to plan and prepare for the day.
- 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.
Job Type: Full-time
Pay: $15.00 - $18.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Healthcare setting:
Schedule:
Education:
Experience:
- Customer service: 1 year (Preferred)
- Medical Spa / Plastic Surgery: 1 year (Preferred)
- High-end sales: 1 year (Preferred)
Work Location: In person