Patient Services Manager

RL Center for Cosmetic Surgery & MedSpa•Vernon Hills, IL

21h•$65,000

About The Position

The Patient Services Manager is the leader of the front-of-house experience and patient access operations, blending luxury hospitality standards with strong business performance. This role drives service excellence, sales results, operational efficiency, and team development in a fast-growing, high-performance environment. As an early–mid level manager, this leader sets the tone for culture, accountability, and adaptability while ensuring daily financial discipline and operational execution.

Requirements

3+ years in luxury service, hospitality, aesthetics, or med spa front-office leadership
2+ years leading and coaching teams
Proven ability to drive both service excellence and revenue performance
Strong business acumen with comfort analyzing KPIs and daily financial metrics
Experience leading teams through change in a growing organization
High emotional intelligence, polished presence, and decisive leadership style
Requires flexibility for evenings and occasional weekends

Responsibilities

Champion a white-glove, high-luxury patient experience at every touchpoint
Model professionalism, emotional intelligence, and elevated service standards
Coach the team to confidently educate, recommend, and convert services and retail
Drive patient loyalty, retention, and reputation management
Resolve concerns with discretion, empathy, and solution-oriented leadership
Lead a performance-driven front desk culture focused on conversion, rebooking, memberships, and retail sales
Monitor and manage KPIs including revenue per visit, provider utilization, call conversion, and patient retention
Hold team accountable to daily, weekly, and monthly benchmarks
Identify growth opportunities that increase revenue without compromising experience
Oversee daily scheduling optimization, staffing efficiency, and business flow
Manage payroll alignment, productivity targets, and budget/expenses
Ensure accurate billing, collections, and reconciliation processes
Maintain compliance with HIPAA and company policies
Continuously refine workflows and systems to support scaling operations
Serve as a culture carrier, reinforcing company values, service standards, and growth mindset
Lead through change with clarity, confidence, and positive influence
Support rapid growth initiatives, new service launches, and process evolution
Build resilience and adaptability within the team during expansion
Create an environment of accountability, ownership, and collaboration
Recruit, onboard, and develop high-performing patient coordinators
Provide structured coaching, performance feedback, and measurable growth plans
Lead daily huddles and team meetings aligned with goals and culture
Foster passion, professionalism, and team engagement