Company Overview
Jack+Jill Aesthetics is dedicated to exceeding client expectations by delivering safe, natural-looking aesthetic treatments backed by over 50 years of combined experience and cutting-edge technology. Our team strives to be the trusted skincare center for clients seeking their best-looking complexion.
Job Overview
We are seeking an energetic and detail-oriented Patient Concierge Lead to join our dynamic team. In this pivotal role, you will oversee patient interactions, manage administrative duties, and ensure a seamless experience for every client. Your leadership will inspire a welcoming environment while maintaining high standards of confidentiality, customer service, and operational efficiency.
Position Summary
The Patient Concierge Lead serves as a leader of the front office and helps create an exceptional patient experience from the first phone call through post-treatment follow-up. This position combines patient service, sales, scheduling, team leadership, and retention responsibilities.
The ideal candidate is warm, polished, organized, sales-focused, and comfortable holding team members accountable. This person will help lead and mentor the patient concierge team and aestheticians while ensuring patients receive prompt, professional, and personalized service.
Primary ResponsibilitiesPatient Experience
- Welcome every patient warmly and professionally.
- Ensure patients feel acknowledged, comfortable, and cared for throughout their visit.
- Manage incoming calls, texts, emails, website inquiries, and social media leads.
- Schedule appointments accurately while matching patients with the appropriate provider and treatment.
- Educate patients about services, memberships, skincare, promotions, financing options, and treatment packages.
- Confirm appointments and communicate preparation instructions when needed.
- Address patient concerns calmly and professionally.
- Escalate clinical concerns, refund requests, and service issues to management.
- Protect patient privacy and maintain HIPAA compliance.
Sales and Lead Conversion
- Respond quickly to new patient inquiries and consultation requests.
- Follow up with leads until they schedule, decline, or request no further contact.
- Convert phone calls, online inquiries, and consultations into booked appointments.
- Recommend appropriate services, memberships, packages, and skincare based on patient goals.
- Promote current specials and help patients understand available savings.
- Collect deposits and payments according to practice policy.
- Support daily, weekly, and monthly revenue goals.
- Help reduce missed sales opportunities caused by poor follow-up or incomplete communication.
Patient Retention
- Encourage every patient to schedule their next appointment before leaving.
- Monitor rebooking rates and identify patients who leave without scheduling.
- Contact patients who are overdue for treatments, memberships, skincare purchases, or follow-up visits.
- Follow up after consultations and major treatments to improve satisfaction and retention.
- Help reactivate inactive patients through personalized outreach.
- Track cancellations and no-shows, then work to refill openings quickly.
- Maintain accurate notes regarding patient preferences, concerns, and follow-up needs.
- Help build long-term relationships that increase patient loyalty and lifetime value.
Leadership and Team Support
- Provide daily leadership, coaching, and support to patient concierge employees.
- Help lead, mentor, and coach aestheticians on rebooking, retail sales, treatment recommendations, patient communication, and retention.
- Set a professional example through attitude, appearance, communication, punctuality, and work ethic.
- Help train new employees on practice policies, services, scheduling, sales expectations, and patient experience standards.
- Conduct daily check-ins regarding schedules, open appointments, leads, sales opportunities, and patient concerns.
- Reinforce accountability for follow-up, rebooking, documentation, and assigned responsibilities.
- Identify performance concerns and report them to management.
- Help maintain a positive, respectful, productive, and sales-focused workplace.
- Support team meetings, training sessions, promotions, and practice events.
Scheduling and Front Office Operations
- Review schedules daily to identify gaps, conflicts, and opportunities.
- Maintain efficient provider schedules and help maximize room and provider utilization.
- Manage appointment confirmations, cancellations, rescheduling, and waitlists.
- Enforce cancellation, no-show, deposit, membership, and refund policies consistently.
- Ensure patient records, forms, consents, and contact information are complete.
- Check patients in and out accurately.
- Process payments, gift cards, memberships, financing, packages, and account credits.
- Balance transactions and assist with end-of-day closing procedures.
- Maintain a clean, organized, professional reception and retail area.
- Communicate operational problems to management promptly.
Marketing and Community Engagement
- Support in-practice promotions, events, giveaways, and patient education campaigns.
- Help collect patient reviews, testimonials, before-and-after permissions, and referrals.
- Encourage satisfied patients to share their experience online.
- Assist with contacting leads generated through advertising and social media.
- Maintain a professional presence that represents the Jack + Jill Aesthetics brand.
- Participate in content creation, promotional activities, and community events when requested.
Performance Expectations
Performance may be evaluated using the following measurements:
- Lead response time
- Lead-to-appointment conversion rate
- Consultation-to-purchase conversion rate
- Patient rebooking rate
- Patient retention and reactivation
- Membership sales
- Skincare and retail sales
- Schedule utilization
- Cancellation and no-show recovery
- Accuracy of scheduling and payment processing
- Patient reviews and satisfaction
- Team performance, coaching, and accountability
- Achievement of practice revenue goals
Qualifications
- Previous experience in medical aesthetics, healthcare, hospitality, luxury retail, sales, or customer service is required.
- Previous leadership, supervisory, or team lead experience is preferred.
- Strong sales ability with confidence discussing pricing and asking for the appointment or purchase.
- Excellent written and verbal communication skills.
- Professional appearance and demeanor.
- Strong organizational and time-management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable using scheduling software, email, text messaging, payment systems, and basic office technology.
- Ability to handle confidential patient and business information appropriately.
- Reliable, punctual, coachable, and willing to accept accountability.
- Able to work independently while contributing to a team environment.
Physical and Scheduling Requirements
- Ability to sit, stand, walk, and use a computer for extended periods.
- Ability to lift and carry supplies weighing up to 25 pounds.
- Availability to work assigned weekdays, evenings, Saturdays, special events, and promotional periods as needed.
- Reliable transportation and dependable attendance are required.
Professional Standards
The Patient Concierge Lead is expected to represent Jack + Jill Aesthetics with warmth, professionalism, discretion, and integrity. This employee must follow all practice policies, protect confidential information, support the leadership team, and contribute to a culture focused on exceptional patient care, sales growth, retention, teamwork, and accountability.
Equal Employment Opportunity
Jack + Jill Aesthetics provides equal employment opportunities to qualified applicants and employees without regard to any status protected by applicable federal, state, or local law.
Disclaimer
This job description summarizes the primary duties and expectations of the position. Responsibilities may be modified or expanded based on the operational needs of the practice. This document does not create a contract of employment or alter the at-will employment relationship.
Join us at Jack+Jill Aesthetics to lead a passionate team dedicated to transforming lives through exceptional aesthetic care!
Pay: $20.00 - $24.00 per hour
Expected hours: 35.0 – 45.0 per week
Benefits:
- Paid time off
Application Question(s):
- Are you willing to work on Saturdays?
- Have you worked in dermatology, plastic surgery, or a medical spa before?
Ability to Commute:
- Franklin, TN 37064 (Preferred)
Work Location: In person