Director of Experience & Concierge Services
About The Position
A highly esteemed luxury plastic surgery practice in Beverly Hills is seeking a Director of Experience & Concierge Services to lead and elevate the patient experience. This role is ideal for someone with a strong background in luxury hospitality, private client services, executive support, luxury retail leadership, private aviation, high-end healthcare, concierge medicine, or another high-touch service environment. The successful candidate will create a seamless, personal, and exceptionally well-executed patient experience with a strong focus on professionalism, warmth, discretion, and attention to detail. This is not a traditional medical front office role—the practice is looking for someone who understands luxury service, thoughtful communication, and the importance of creating trust from the first interaction.
Requirements
- Minimum of 3–5 years of experience in luxury hospitality, concierge services, private client services, executive support, luxury retail leadership, private aviation, high-end healthcare, or a related high-touch service environment
- Experience supporting VIP guests, private clients, senior executives, founders, physicians, high-profile clientele, or high-net-worth individuals strongly preferred
- Strong organizational, communication, and interpersonal skills
- Demonstrated ability to manage complex logistics with precision and attention to detail
- Polished, professional presence with a warm and service-focused approach
- Strong judgment, discretion, and professionalism when handling confidential or sensitive information
- Comfortable working in a fast-paced, high-standard environment
- Ability to take ownership, solve problems, and create structure
Nice To Haves
- Experience with CRM, scheduling, client management, or patient tracking systems
- Prior experience in plastic surgery, aesthetics, concierge medicine, or boutique healthcare
Responsibilities
- Lead and elevate the patient experience from initial inquiry through consultation, scheduling, procedure coordination, recovery, and follow-up
- Oversee high-touch concierge services, including scheduling logistics, travel coordination, accommodations, personalized patient requests, and other patient needs
- Serve as a trusted resource for patients, ensuring every interaction reflects professionalism, warmth, responsiveness, and discretion
- Create a calm, polished, and highly organized experience for prospective and existing patients
- Anticipate needs and proactively resolve issues before they impact patients, team members, or leadership
- Communicate the value of a premium surgical experience with confidence, care, and professionalism
- Support high-value patient conversations in a thoughtful and service-driven manner
- Partner closely with leadership to identify opportunities for operational improvement, stronger workflows, and a more seamless patient journey
- Maintain service standards that reflect the reputation and values of a luxury plastic surgery practice
- Support hiring, onboarding, training, and team development initiatives as needed
- Help protect leadership focus by managing high-priority patient experience and operational matters with sound judgment and discretion
- Maintain accurate communication notes, patient details, and follow-up activity using CRM or internal systems
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
