Concierge Manager

NakedMD•Costa Mesa, CA

6d•Hybrid

About The Position

The Concierge Manager is a Studio Manager — just without the treatment rooms, and with a team that spans Newport and the Philippines. You own your metrics, your culture, and your results with the same full accountability that every NakedMD studio leader carries — and you extend that standard to every agent representing NakedMD, wherever they sit. If you lead like an owner, operate with precision, and hold every team member to a standard that makes the studios proud — this is your role.

Requirements

3+ years managing a call center or patient experience team
Experience overseeing offshore or remote teams is a strong advantage
Medical spa, luxury wellness, or healthcare setting preferred
You run a team the way a Studio Manager runs a studio — with high standards, real accountability, and genuine investment in every person you lead, whether they’re down the hall or across the world.
You understand call center metrics, workflow design, and technology — and you use data to coach and improve across both teams simultaneously.
You communicate clearly, professionally, and with cultural awareness when working with international teams — ensuring nothing is lost in translation.
Every patient interaction is an opportunity to build trust and loyalty. You hold that standard for yourself and for every agent on every team.
Familiarity with medical spa services, injectables, memberships, and treatment menus is a strong advantage; NakedMD will provide comprehensive onboarding to our specific offerings.
You understand patient privacy obligations and ensure compliance is maintained across all agents — including offshore team members handling patient data.

Nice To Haves

Experience overseeing offshore or remote teams is a strong advantage
Medical spa, luxury wellness, or healthcare setting preferred
Familiarity with medical spa services, injectables, memberships, and treatment menus is a strong advantage

Responsibilities

Manage the daily operations of NakedMD’s call center with the same rigor and ownership a Studio Manager brings to a physical location — staffing, scheduling, queue management, workflow optimization, and accountability to performance targets across both the on-site and offshore teams.
Monitor and own KPIs including inbound and outbound call volume, average handle time, first-call resolution rate, appointment conversion rate, abandoned call rate, and patient satisfaction scores across both teams.
Develop and continuously refine call handling scripts, escalation protocols, and team workflows to ensure consistency and a patient experience that reflects the NakedMD brand at every touchpoint — regardless of where the agent is located.
Oversee all outbound concierge functions: patient follow-up calls, reactivation outreach, appointment reminders, post-treatment care calls, and membership retention communication.
Manage the call center technology stack — phone systems, CRM, scheduling platforms, and communication tools — ensuring both the on-site and offshore teams are fully trained, equipped, and utilizing every available resource.
Lead, develop, and hold accountable the on-site concierge team at Costa Mesa headquarters with the same intentionality a Studio Manager brings to their studio — setting clear expectations, coaching consistently, and investing in every person’s growth.
Conduct regular one-on-ones, live call monitoring sessions, and formal performance reviews for all on-site direct reports, providing specific and actionable feedback that drives measurable improvement.
Build and maintain training programs covering NakedMD’s full service menu, scheduling systems, call handling standards, objection management, and patient experience expectations.
Manage on-site team scheduling to ensure adequate coverage across all hours of operation, minimizing gaps and responding quickly to volume fluctuations or staffing changes.
Foster a team culture that is warm, accountable, and deeply patient-focused — where every agent understands that their voice is the studio for every patient who hasn’t walked in yet.
Honor and respect the diversity of our patients and our team, holding every Concierge Representative to the same standard of inclusive, professional communication.
Remotely oversee and support the day-to-day management of NakedMD’s offshore call center team based in the Philippines, ensuring full alignment with on-site standards, workflows, and patient experience expectations.
Serve as the primary operational bridge between the Philippines team and Costa Mesa headquarters — communicating process changes, performance expectations, and brand updates clearly and consistently.
Monitor the offshore team’s performance metrics with the same accountability applied to the on-site team — reviewing quality scores, call adherence, conversion rates, and patient satisfaction on a regular cadence.
Coordinate training rollouts, script updates, and protocol changes across both teams simultaneously, ensuring the offshore team receives the same information and preparation as the on-site team.
Identify performance gaps or communication breakdowns within the offshore team and escalate to the District Manager with context and a recommended action plan.
Set and protect the standard for patient communication quality across every channel and both teams — inbound calls, outbound calls, texts, and digital inquiries.
Serve as the senior escalation point for complex patient concerns or complaints that cannot be resolved at the agent level, handling them with urgency, empathy, and a clear resolution path.
Monitor patient satisfaction metrics and feedback trends across both teams, translating insights into actionable coaching and process improvements.
Partner with Studio Managers and the District Manager as a peer — aligning on scheduling coordination, patient handoffs, escalation pathways, and cross-location consistency in the patient experience.
Acknowledge and remedy service failures openly, modeling the culture of accountability and continuous improvement you expect from every agent on both teams.
Own the full concierge team’s contribution — on-site and offshore — to NakedMD’s revenue performance, driving appointment conversion, membership enrollment, and lapsed patient reactivation.
Equip agents across both teams with the product knowledge, consultation language, and objection-handling skills needed to convert inquiries into booked appointments confidently and authentically.
Collaborate with marketing on campaign-driven inbound volume, ensuring both teams are briefed and resourced to capture and convert every lead.
Track and report on revenue-impacting metrics: new patient acquisition, appointment show rates, cancellation and no-show recovery, and membership conversion from the full call center pipeline.
Deliver regular consolidated performance reports to the District Manager covering both teams — metrics, team performance, patient satisfaction trends, and revenue contribution.
Identify inefficiencies, recurring patient pain points, or communication breakdowns and drive cross-functional solutions in partnership with studio and operations leadership.
Ensure all patient communication and data handling practices comply with applicable privacy regulations, including HIPAA, across both teams — with particular attention to data security protocols for the offshore operation.
Stay current on best practices in multi-site and offshore call center management, patient experience, and aesthetic medicine, bringing relevant insights back to both teams and to the District Manager.