Concierge Manager

NakedMD•Costa Mesa, CA

5d•Onsite

About The Position

The Concierge Manager leads NakedMD’s call center operations and owns performance, culture, and results across the on-site concierge team at Costa Mesa headquarters and the offshore team in the Philippines. The role applies the accountability and operational standards of a Studio Manager to both teams, ensuring consistent workflows and a patient experience that reflects the NakedMD brand across all channels. The manager oversees call center operations, staffing, scheduling, queue management, technology, training, performance metrics, patient escalations, revenue contribution, and compliance. Acting as the operational bridge between the Philippines team and Costa Mesa, the Concierge Manager coordinates standards and updates across teams and reports consolidated performance to the District Manager. The role partners with Studio Managers, the District Manager, marketing, and operations leadership to improve patient experience and business results.

Requirements

At least 3 years managing a call center or patient experience team.
Leadership approach characterized by high standards, accountability, and investment in team members, whether on-site or remote.
Understanding of call center metrics, workflow design, and technology, with the ability to use data to coach and improve performance across teams.
Clear, professional, culturally aware communication when working with international teams.
Patient-first mindset and commitment to building patient trust and loyalty.
Understanding of patient privacy obligations and ability to maintain HIPAA compliance across all agents, including offshore team members handling patient data.

Nice To Haves

Experience overseeing offshore or remote teams.
Experience in a medical spa, luxury wellness, or healthcare setting.
Familiarity with medical spa services, injectables, memberships, and treatment menus; NakedMD provides onboarding on its specific offerings.

Responsibilities

Manage daily call center operations, including staffing, scheduling, queue management, workflow optimization, and accountability to performance targets for on-site and offshore teams.
Monitor and own KPIs including call volume, average handle time, first-call resolution, appointment conversion, abandoned calls, and patient satisfaction.
Develop and refine call scripts, escalation protocols, and workflows to ensure consistent patient experiences.
Oversee outbound patient follow-ups, reactivation outreach, appointment reminders, post-treatment care calls, and membership retention communication.
Manage call center technology, including phone systems, CRM, scheduling platforms, and communication tools, and ensure teams are trained and equipped to use them.
Lead, develop, and hold the on-site concierge team accountable through clear expectations, coaching, and professional development.
Conduct one-on-ones, live call monitoring, and formal performance reviews for on-site direct reports, providing actionable feedback.
Build and maintain training programs covering services, scheduling systems, call handling, objection management, and patient experience expectations.
Manage on-site scheduling to ensure adequate operational coverage and respond to volume fluctuations or staffing changes.
Foster a warm, accountable, patient-focused team culture and ensure inclusive, professional communication.
Oversee and support the Philippines call center team, ensuring alignment with on-site standards, workflows, and patient experience expectations.
Serve as the operational bridge between the Philippines team and Costa Mesa headquarters, communicating process changes, expectations, and brand updates.
Review offshore team quality scores, call adherence, conversion rates, and patient satisfaction, and coordinate training and protocol updates across both teams.
Identify offshore team performance gaps or communication breakdowns and escalate them to the District Manager with context and a recommended action plan.
Set and protect communication quality standards across calls, texts, and digital inquiries for both teams.
Handle complex patient concerns and complaints that cannot be resolved at the agent level, with urgency, empathy, and a clear resolution path.
Review patient satisfaction metrics and feedback trends and turn insights into coaching and process improvements.
Partner with Studio Managers and the District Manager on scheduling coordination, patient handoffs, escalation pathways, and consistency across locations.
Acknowledge and remedy service failures, modeling accountability and continuous improvement.
Drive the full concierge team’s contribution to revenue through appointment conversion, membership enrollment, and lapsed patient reactivation.
Equip agents with product knowledge, consultation language, and objection-handling skills to convert inquiries into appointments.
Collaborate with marketing on campaign-driven inbound volume and ensure teams are prepared to capture and convert leads.
Track and report revenue-impacting metrics, including new patient acquisition, appointment show rates, cancellation and no-show recovery, and membership conversion.
Deliver consolidated performance reports to the District Manager covering metrics, team performance, patient satisfaction, and revenue contribution.
Identify inefficiencies, recurring patient pain points, and communication breakdowns, and drive cross-functional solutions with studio and operations leadership.
Ensure patient communications and data handling comply with applicable privacy regulations, including HIPAA, with attention to offshore data security.
Stay current on best practices in multi-site and offshore call center management, patient experience, and aesthetic medicine, and share relevant insights with the teams and District Manager.