Patient Experience & Front Desk Operations

Trivium • Miami Gardens, FL

1d • $70,000

About The Position

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

Responsibilities

• Greet, check in, and check out clients
• Handle appointment scheduling, confirmations, reschedules, and cancellations
• Respond to client inquiries via phone, text, email, or online platforms
• Provide information on treatments, products, memberships, and promotions
• Communicate potential upsell or cross-sell opportunities to clinical staff
• Serve as the central link between the front desk, clinical team, and other departments
• Host a weekly/bi-weekly team huddle to discuss KPIs, wins, upcoming goals, etc.
• Ensure a strong and coordinated sales process across all departments
• Maintain a clean, organized, and polished front desk and waiting area
• 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
• 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
• 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
• 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
• Coordinate payroll preparation by reviewing and verifying time entries, commissions, and bonuses
• Communicate payroll-related updates or discrepancies to management or the finance team
• Support the finance and leadership teams in reconciling vendor payments, payroll reports, and monthly operational expenses across locations
• 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
• Assist in vendor and service-provider contract administration
• Ensure compliance with all Company operational SOPs, safety guidelines, and data-security standards
• Support cross-location operations by coordinating shared resources, calendars, and escalations between sites
• Serve as the on-site system administrator for all operational software (Boulevard, GoHighLevel, Slack, Gmail, etc.)
• Assist with new-location launches (or franchise openings) by helping set up systems, front-of-house workflows, supplies, and opening checklists
• Provide coverage for front-desk or clinical coordination duties as needed due to staff absence or scheduling gaps
• 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
• 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
• 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
• 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
• Confidently communicate the value, benefits, and pricing of treatments and packages
• Track and maintain accurate sales records
• 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
• Act as the communication bridge between Marketing, Operations, and Clinical teams
• Support localization of corporate campaigns for new or franchise locations
• Lead on-site setup, staffing, and operational coordination for Company-hosted events, influencer visits, and local partnership activations
• 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
• 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
• Report and document any incidents, client complaints, or adverse events
• Support Company leadership during external audits, inspections, or legal inquiries
• Support multi-jurisdiction compliance by escalating location-specific regulatory changes and ensuring adoption of Company policies and required postings across sites
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Drive a culture of accountability, collaboration, and excellence across all departments
• Proactively identify opportunities to improve processes, client satisfaction, and overall clinic performance
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed