Concierge

First Impression Team Member

The First Impression Team (FIT) serves as the welcoming face and voice of the practice. This concierge-level role is responsible for delivering a patient-centered, polished, and exceptional experience in person, over the phone, and through digital communication. FIT team members ensure accurate scheduling, billing, and patient account management while promoting services, treatments, and products that enhance the overall patient journey. This position requires strong attention to detail, professionalism, and the ability to confidently represent the practice, surgeons, providers, surgical procedures, non-surgical treatments, and skincare offerings.

What You'll Do

1. Greet all patients, vendors, and team members with warmth and professionalism
2. Check patients in and out accurately, including billing, package management, and account review
3. Schedule aesthetic treatments across multiple providers while maintaining efficiency and accuracy
4. Educate, promote, and sell treatments, monthly packages, loyalty programs, beauty subscriptions, specials, and skincare products
5. Explain and uphold financial policies, including application of loyalty rewards programs (Alle, Aspire, Xperience, Merz), discounts, and promotions
6. Educate patients on financing options such as PatientFi and CareCredit
7. Perform daily transaction audits to ensure financial accuracy
8. Maintain and update patient demographic and account information within Nextech and the Patient Portal
9. Answer phone calls and support Patient Experience Specialist (PES) team as needed
10. Report adverse patient or provider experiences promptly to management
11. Remain knowledgeable about all technologies, treatments, products, and surgical procedures offered within the practice and at New Vista Surgical Suites (NVSS)
12. Assist in training new team members and contribute to implementation of best practices
13. Complete required compliance training and adhere to HIPAA privacy standards
14. Maintain professional appearance and adhere to BCAPS attire standards

Qualifications

• 35 years of progressive experience in concierge, hospitality, customer service, or similar patient-facing roles
• Previous healthcare or aesthetic industry experience preferred
• Familiarity with medical terminology, HIPAA practices, and medical office operations preferred
• Strong organizational skills with the ability to prioritize and work independently in a fast-paced environment
• This is a hands-on, in-person role requiring daily on-site presence

Knowledge, Skills & Abilities

• Exceptional verbal and written communication skills with patients, vendors, and team members
• Strong computer proficiency, including Microsoft Office (Word, Outlook, Excel); Nextech experience preferred
• Minimum typing speed of 50 words per minute
• Ability to quickly and accurately process requests while maintaining attention to detail
• Strong problem-solving and troubleshooting skills
• Ability to balance adherence to established procedures with continuous improvement initiatives
• Professional demeanor with commitment to presenting a positive image of the practice
• Comfortable standing for extended periods and lifting up to 50 pounds as needed

Working Environment

• Clean, climate-controlled medical office setting with moderate noise levels
• Occasional exposure to cleaning solvents, equipment, and standard peri-operative environment
• Some local travel within the city for errands associated with the position
• OSHA Category IV role (low risk exposure to blood and bodily fluids)
• Requires frequent standing, walking, bending, and operating office equipment

This role is ideal for a hospitality-driven professional who thrives in a high-touch medical environment and takes pride in delivering an exceptional first and lasting impression. Duties may evolve based on operational needs. Employment remains at-will in accordance with applicable laws.