Office Manager/Client Experience Manager
13 days ago
Port Chester
Job DescriptionDescription: The Office/ Client Experience Manager act as a brand ambassador, front line client coordinator and sales driver for medical aesthetics. Core Responsibilities • Client Experience & Reception: Greet incoming clients/patients, manage check-ins/check-outs, maintain a clean and relaxed reception area, and ensure high-touch, personalized care. Ability to deescalate unsatisfied clients/ patients., • Scheduling & Communication: Handle appointment bookings, phone calls, texts, emails, and direct messages, as well as confirm schedules and coordinate clinical flow with the medical team., • Sales Conversion: Educate clients on aesthetic services, skin care products, and services., • Outbound Concierge & Follow-Ups: Execute post-treatment care calls as appropriate, encourage and respond to patient reviews (maintain NPS >80), encourage referrals, and manage re-activation outreach., • Operations & Compliance: Full oversight and management of front office and back-office workflow(s) with strict adherence to HIPAA privacy regulations., • Business Development & Events: Support local marketing events, build relationships with local referral sources. Job Duties: • Office Staffing:, • Responsible for scheduling support staff for provider: patient ratio(s), • Reviews PTO calendar, monitors OT, manage employees breaks, • Assess and revise work schedules of both Medical and Non-Medical staff as needed, • Maintain Time & Attendance records for all non-physician employees, • Conflict management, • Accountability champion, • Maintain Medical Staff/ Provider schedule to ensure patients/ clients are scheduled appropriately, • Patient Scheduling: In collaboration with Contact Center, • Responsible for daily patient/client schedules ~ productivity, appointment type, reminders/ confirmations, communications (call, text, emails), etc.., • Responsible for management of appointment systems to include Next Patient, ZocDoc, DermPro, ModMed, • Personnel Management: In collaboration with HR, • Recruit, retain, orient, train and coach front office and back-office staff, • Assist with annual review evaluation process of all supervised staff members, • Finance & Operations: In collaboration with Finance Dept. & Operations Dept., • Daily reconciliation of client/ patient payments, • Maintain petty cash system to ensure funds are available, receipts are reconciled and journals reflect all transactions, • Collaborate with Purchasing, Accounts Payable, and Finance Department to ensure proper reconciliation of care slips, packing slips, invoices, & receipts, • Inventory management: Responsible for ordering and reconciling all office supplies and inventory to include product, and injectables., • Medical Records: Strict adherence to HIPPA guidelines ensuring records are completed per policy and released per policy when requested, • Attends provider and department staff meetings as required, • Active participation in seminars and events as requested, • Other projects and duties as directed by the Territorial Manager/Senior Management.Requirements: Qualifications & Skills • Experience: 1 to 3+ years in customer service, hospitality, a luxury medical spa, or high-end retail environment preferred, • General understanding of medical &cosmetic dermatology preferred, • Interpersonal Skills: Exceptional communication, active listening, and a warm, service-oriented presence required, • Technical Proficiency: Familiarity with ModMed, patient booking systems, patient review platforms (Yelp/ Google) and Microsoft Office, • Sales Aptitude: Comfortable with consultative selling, tracking Key Performance Indicators (KPIs), and driving client retention