Patient Experience & Front Desk Operations bei Trivium

Description

• Greet, check in, and check out clients with warmth and professionalism, ensuring a premium, welcoming experience.
  
  
• Handle appointment scheduling, confirmations, reschedules, and cancellations through the Company’s systems (e.g., Boulevard, GoHighLevel).
  
  
• Respond promptly and accurately to client inquiries via phone, text, email, or online platforms.
  
  
• Provide information on treatments, products, memberships, and promotions, and educate clients on pre- and post-treatment care.
  
  
• Communicate potential upsell or cross-sell opportunities to clinical staff where appropriate.
  
  
• Serve as the central link between the front desk, clinical team, and other departments to ensure smooth operational flow, consistent communication, and unified client experience throughout the entire clinic.
  
  
• Host a weekly/bi-weekly team huddle to discuss KPIs, wins, upcoming goals, etc.
  
  
• Ensure a strong and coordinated sales process across all departments — clinical, administrative, and marketing — to effectively present, reinforce, and close treatment packages, memberships, and follow-up plans when appropriate.
  
  
• Maintain a clean, organized, and polished front desk and waiting area that meets clinical standards.
  
  
• Safeguard patient confidentiality and ensure accurate completion and storage of all intake forms and records.
  
  
• Verify deposits and intake form completion before client check-in.
  
  
• Maintain up-to-date knowledge of treatments, pricing, and policies to communicate confidently and accurately with clients.
  
  
• Answer all phone calls within three (3) rings, avoid placing callers on hold for more than sixty (60) seconds, and return voicemails within thirty (30) minutes during operating hours.
  
  
• Maintain a calm, friendly, and professional tone in all client interactions, ensuring confidentiality and discretion.
  
  

Operational Duties

• Prepare the facility for daily operations, including all opening and closing procedures.
  
  
• Support payment processing, daily reconciliation, and accurate record-keeping of transactions.
  
  
• Oversee cash-handling and reconciliation procedures, ensuring that all payments, deposits, and refunds comply with Company policies and financial controls.
  
  
• Monitor inventory levels for clinical and retail products; perform counts, track usage, and coordinate timely re-orders.
  
  
• Manage invoices, accounts payable tracking, and vendor coordination to ensure timely payments.
  
  
• Coordinate payroll preparation by reviewing and verifying time entries, commissions, and bonuses for accuracy prior to submission through Gusto or other Company systems.
  
  
• Communicate payroll-related updates or discrepancies to management or the finance team in a timely and confidential manner.
  
  
• Support the finance and leadership teams in reconciling vendor payments, payroll reports, and monthly operational expenses across locations to ensure compliance and budget alignment.
  
  
• Maintain up-to-date documentation of nurse licenses, certifications, and other compliance records.
  
  
• Manage the implementation of new services by coordinating research, contract execution, and system setup within Boulevard or other Company systems.
  
  
• Track and report weekly and monthly revenue performance to management.
  
  
• Ensure readiness of patient areas and clinical stations, including proper sanitation, sharps disposal, and supply stocking.
  
  
• Log into required systems at the start of each shift (Boulevard, GoHighLevel, Gmail, Slack) and send the morning readiness message on Slack.
  
  
• Complete all end-of-day closing tasks, including reminder texts to injectors, confirmation of next-day appointments, updating the sales sheet, and ensuring proper facility lock-up and power-down.
  
  
• Collaborate with management on staffing schedules, shift coverage, and resource planning to maintain smooth daily operations.
  
  
• Assist in vendor and service-provider contract administration, ensuring agreements are up-to-date, compliant, and aligned with Company legal and financial standards.
  
  
• Ensure compliance with all Company operational SOPs, safety guidelines, and data-security standards. Report any incidents, equipment issues, or compliance breaches promptly to management.
  
  
• Support cross-location operations by coordinating shared resources, calendars, and escalations between sites as directed by management.
  
  
• Serve as the on-site system administrator for all operational software (Boulevard, GoHighLevel, Slack, Gmail, etc.), including user setup, access management, troubleshooting, and coordination with support teams for issue resolution.
• Assist with new-location launches (or franchise openings) by helping set up systems, front-of-house workflows, supplies, and opening checklists to Company standards.
• Provide coverage for front-desk or clinical coordination duties as needed due to staff absence or scheduling gaps. Ensure full front-of-house coverage during all operating hours, including weekends and holidays as scheduled.
  
  
  

Staff Coordination, HR & Training

• Oversee and verify time tracking, lunch breaks, and attendance for on-site staff via Slack and Gusto.
  
  
• Train or assist in training clinical and front-desk staff on checkout, payment, and end-of-day procedures.
  
  
• Support onboarding of new employees, preparation of training materials, and maintenance of updated SOPs.
  
  
• Manage and monitor staff performance, conduct regular check-ins, and communicate feedback or development needs to management.
  
  
• Coordinate employee records, HR documentation, and ensure compliance with labor laws, Company policies, and confidentiality standards.
  
  
• Support employee relations by promoting a positive, accountable work culture, escalating any HR or conduct issues to management or HR advisors.
  
  
• Collaborate with management on staffing plans, role assignments, and coverage needs, ensuring appropriate clinic resourcing at all times.
  
  
• Promote adherence to Company policies, dress code, professional conduct, and service standards.
  
  
• Communicate regularly with Company leadership to share feedback, raise issues, and celebrate team achievements.
  
  
• Contribute to the development and delivery of training playbooks, front-desk certification checklists, and role-based competency standards that can be used across locations.
  
  

Recruiting & Talent Support

• Participate in the recruiting process by screening candidates, coordinating interviews, and providing feedback on cultural and operational fit.
  
  
• Assist management and HR in identifying staffing gaps and future talent needs across administrative and clinical roles.
  
  
• Support onboarding and orientation of new hires to ensure a consistent and compliant training experience.
  
  
• Maintain a light talent pipeline for front-of-house roles and coordinate cross-location referrals in partnership with management or HR.
  
  

Marketing, Sales & Client Retention Support

• Share client insights and service performance feedback to guide promotional initiatives.
  
  
• Support the coordination of VIP, influencer, or promotional experiences as directed.
  
  
• Contribute ideas for content creation, events, and social media when applicable.
  
  
• Encourage online reviews, referrals, and membership renewals to support client retention goals.
  
  
• Actively support the Company’s sales objectives by promoting services, memberships, and retail products in line with client needs and Company standards.
  
  
• Confidently communicate the value, benefits, and pricing of treatments and packages to encourage informed purchasing decisions.
  
  
• Track and maintain accurate sales records, ensuring transparency and alignment with Company promotions and policies.
  
  
• Collaborate with clinical and leadership teams to optimize service conversions, product recommendations, and overall revenue growth.
  
  
• Ensure marketing materials, brand visuals, and messaging used within the location comply with Company brand guidelines, HIPAA standards, and applicable advertising regulations.
  
  
• Coordinate with the corporate or regional marketing team on campaign implementation, content approvals, and reporting on marketing ROI or lead performance.
  
  
• Monitor local marketing partnerships, events, or collaborations, ensuring alignment with brand image and ROI objectives.
  
  
• Act as the communication bridge between Marketing, Operations, and Clinical teams to guarantee message consistency and flawless campaign execution.
  
  
• Support localization of corporate campaigns for new or franchise locations while protecting brand standards and required disclosures.
• Lead on-site setup, staffing, and operational coordination for Company-hosted events, influencer visits, and local partnership activations.
  
  

Finance, Legal & Compliance Oversight

• Work collaboratively with the finance team to monitor expense categories, ensure budget adherence, and flag variances for review.
  
  
• Maintain accurate and organized vendor, payroll, and contract records to support audits and financial transparency.
  
  
• Ensure all vendor contracts, leases, and service agreements are reviewed and stored in accordance with Company legal and compliance policies.
  
  
• Monitor and enforce compliance with HIPAA, OSHA, sanitation, safety, and labor regulations applicable to medical spa operations.
  
  
• Maintain oversight of facility readiness, safety logs, MSDS sheets, and employee certifications to ensure audit preparedness and continuous compliance.
  
  
• Report and document any incidents, client complaints, or adverse events in accordance with Company policy and regulatory requirements.
  
  
• Support Company leadership during external audits, inspections, or legal inquiries by providing timely and accurate information.
  
  
• Support multi-jurisdiction compliance by escalating location-specific regulatory changes and ensuring adoption of Company policies and required postings across sites.
  
  

Conflict Resolution & Client Advocacy

• Respond to client concerns with empathy and professionalism, escalating serious issues to management.
  
  
• Act as an advocate for clients to ensure any issues are resolved quickly and positively.
  
  
• Maintain awareness of client satisfaction trends and proactively propose improvements to the client experience process.
  
  
• Handle client information and communications in full compliance with HIPAA and Company privacy protocols.
  
  

Leadership, Compliance & Excellence Expectations

• Uphold the Company’s standards of excellence in service delivery, communication, and operational performance.
  
  
• Lead by example in professionalism, reliability, and client-focused care.
  
  
• Responsible for meeting or exceeding key performance indicators (KPIs) as set by management, including revenue growth, client retention, conversion rate, and staff utilization.
• Oversee the performance, scheduling, and adherence to Company policies of front desk and support staff as assigned, ensuring consistent service standards and operational compliance.
  
  
• Provide coaching, feedback, and corrective guidance to team members in collaboration with management.
• Proactively identify and implement process improvements to achieve these metrics.
  
  
• Track, analyze, and report on key operational and client experience metrics, including appointment conversion rates, client satisfaction feedback, and sales or revenue trends, identifying areas for improvement and recommending corrective actions.
• Provide daily Slack updates summarizing key metrics (revenue, appointments, cancellations, issues).
  
  
• Submit weekly operational reports and monthly summaries including KPI analysis and recommendations.
  
  
• Setting weekly/monthly goals and conducting reviews with management.
  
  
• Function as the operational connector between all departments—clinical, administrative, marketing, HR, and finance—ensuring cohesive communication, workflow efficiency, and alignment with Company objectives.
  
  
• Collaborate with clinical, marketing, and leadership teams to ensure alignment between client experience, operational efficiency, and business goals.
  
  
• Develop, document, and continuously improve Company policies, SOPs, checklists, and playbooks; maintain version control and ensure adoption across locations and franchisees as directed.
  
  
• Participate in or lead the development and rollout of new processes, SOPs, or tools designed to improve clinic performance, communication, or client satisfaction.
  
  
• Assist in managing front-of-house budgets, vendor contracts, and expense tracking to ensure cost-effective operations aligned with Company guidelines.
  
  
• Ensure compliance with all federal, state, and local regulations applicable to medical spa operations, including HIPAA, OSHA, sanitation, and labor standards.
  
  
• Maintain oversight of facility readiness, safety logs, and staff certifications to ensure continuous regulatory compliance and audit preparedness.
  
  
• Drive a culture of accountability, collaboration, and excellence across all departments, acting as the central point that keeps daily operations, communication, and execution connected.
  
  
• Proactively identify opportunities to improve processes, client satisfaction, and overall clinic performance, and communicate recommendations to management.
  
  
• Demonstrate initiative, adaptability, and ownership of results, maintaining composure and solution-oriented thinking under pressure.
  
  
• Support franchise operations as directed by leadership, including training, policy rollout, audit readiness, and periodic performance reviews for network locations.
• Responsible for following through on all assigned tasks from leadership meetings until completion, ensuring communication loops are closed and deliverables met.

Conduct regular quality checks (mystery calls, client follow-ups, facility walkthroughs) to ensure adherence to Company service standards and SOPs, documenting findings for management review.

Requirements

• Previous MedSpa, spa, or aesthetic industry experience
• Prior sales, customer service, or hospitality experience is a plus
• 1-3 years of experience is ideal

Benefits

Work Schedule: 10 am to 6pm

$70k annual base + commission