Reports to: Practice Manager
Department: Client Relations
Job Summary:
The Front Desk/Client Relations Administrator position represents Aura Health & 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 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. Must have prior knowledge/interest in the aesthetic industry. 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 to educate clients 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 and/or scrubs. hair, makeup, and nails all must be professional.
- 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. PMS system, phones, consultation tools, etc.
- Support weekly social media updates – at least 1-2 posts per week.
- Maintain the patient management software, with accurate information and scanning it in a timely fashion. All data must be entered within the week.
- Answer the phone promptly (3 rings) and use the patient’s name throughout the phone conversation. Must be upbeat, very personable, and treat clients like a friend.
- Actively promote the treatments, services, and retail as well as programs, promotions, and/or discounts available.
- Achieve social media goals of 5 reviews per month on Yelp or Google.
- 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 Manager to handle & cross check all inventory for accurate counts.
- 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 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 1 hour. Adhere to a close rate of 70% and follow up at 2 and 7 days. When the day is slow, revisit the call list.
- Execute any additional tasks and projects delegated by management.
Position Requirements:
- MUST have prior knowledge/interest in the aesthetic industry.
- Be on time for your shift.
- Dress professionally.
- 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 office without resistance or question.
- Communicate effectively and with respect.
- Transparency and solution oriented.
- Absolutely no “nay saying” or office gossip.
Job Types: Full-time, Part-time
Pay: $15.00 - $22.00 per hour
Schedule:
- Monday to Friday
- Weekends as needed
Work setting:
Work Location: In person