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SalaryJob Summary:
The Front Desk/Administrator position represents Nuance Aesthetics 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 in a timely manner 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 Front Desk Administrator, you will also be responsible for educating patients about all 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 patient experience. To have a strong work ethic and manage the patient flow and experience throughout the office.
Duties and Responsibilities:
● Be on time for your shift.
● Dress professionally in accordance with our uniform policy; business attire (all black) and/or black scrubs. hair, makeup, and nails all must be professional. Name tag must be worn.
● Properly open and close each day according to Standard Operating Procedures.
● Accurately book, change, and cancel appointments.
● Responsible for the overall management of the schedule and creating 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 all company initiatives.
● Must be friendly, energetic, and relatable. Greet everyone pleasantly who enters and leaves 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. Aesthetics Pro system, payment processor, review platform, phones, consultation tools, etc.
● Check and respond to social media comments/messages. Make sure posts are active for the day.
● Maintain the patient management software, with accurate information and scanning it in a timely fashion. All data must be entered daily. Shred all documents after scanning to ensure patient confidentiality.
● Answer the phone promptly (3 rings) with a smile. Use the patient’s name throughout the conversation. Must be upbeat, personable, and treat clients like a friend.
● Actively promote treatments, services, and retail as well as programs, promotions, and/or discounts available.
● Maintain a professional, positive, and enthusiastic attitude using eye contact when addressing internal or external patients.
● Handle patient 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 the Manager to handle & cross check all inventory for accurate counts. Some inventory may be required to scan, save, and e-mail to Manager.
● Develop and maintain master SOP binders that include pricing, contact list, vendors, account numbers.
● Must be a 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 the 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 operations as requested by management.
● Communicate to management all occurrences involving staff or patients that require attention.
● Manage all new patient leads within 30 minutes (goal should be 5 min). Adhere to a close rate of 70% and follow up at 2 and 7 days. When the day is slow, revisit the call list.
● Write and mail thank you/congratulations cards to patients.
● Let the Manager know when products/supplies are low/need to be ordered.
● Mail product orders in timely manner to patients when requested.
● Execute any additional tasks and projects delegated by management.
Position Requirements:
● Be on time for your shift.
● Dress professionally wearing company colors and name tag.
● Must be detail-oriented and have the ability to multitask.
● 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 and take initiative to do what needs to be done in the office without resistance or question.
● Communicate effectively and with respect.
● Transparency and solution oriented.
● Absolutely no office gossip.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 35 – 40 per week
Healthcare setting:
- Med spa
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
Work Location: In person
