Practice Concierge

Gallaher Plastic Surgery & Spa MD•Knoxville, TN

21d

About The Position

Gallaher Plastic Surgery & MedSpa is seeking a full-time Practice Concierge to serve as the first point of contact and help create a welcoming, professional, and exceptional patient experience. The role includes greeting patients, coordinating appointments, assisting with check-in and check-out, supporting clinical and administrative operations, and communicating clearly and professionally throughout each patient's visit. The Practice Concierge supports patient flow, scheduling, payments, records, administrative workflows, and retail operations. The role works collaboratively with clinical, aesthetic, and administrative teams, maintains an organized and welcoming front office, and provides courteous, hospitality-focused service in a fast-paced patient environment. Full-time scheduling is based on the operational needs of the selected location; Saturday availability is required for applicants interested in the Knoxville location, but is not a universal requirement for all locations.

Requirements

High school diploma or equivalent required.
Excellent verbal and written communication skills, with professionalism, hospitality, and patient satisfaction as priorities.
Strong organizational abilities and exceptional attention to detail and accuracy.
Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced, high-volume environment.
Sound judgment, professionalism, and ability to remain composed under pressure.
Strong critical thinking, problem-solving, and conflict resolution skills.
Ability to work collaboratively with providers, management, and administrative team members.
Dependability, punctuality, adaptability, and commitment to a positive team environment.
Comfort learning new technology, practice management systems, and patient communication platforms.
Ability to maintain a full-time work schedule and meet the scheduling requirements of the selected location.

Nice To Haves

Bachelor's degree preferred.
At least three years of experience in a medical office, plastic surgery practice, dermatology office, or medical spa environment preferred.
Previous experience in hospitality, customer service, or other high-touch, patient-facing roles is highly desirable.
Experience with electronic medical records (EMR) systems, scheduling platforms, and payment processing preferred.
Familiarity with NexTech or similar practice management software is a plus.

Responsibilities

Welcome patients, assist with check-in and check-out, and guide them through their visits professionally and with care.
Anticipate patient needs, respond courteously to questions or concerns, and resolve minor service issues or escalate them to management as appropriate.
Coordinate with clinical and aesthetic providers to support efficient patient flow and minimize delays.
Prepare consent forms and pre-appointment documentation, assist with NexTech documentation, and communicate relevant updates to team members.
Maintain a clean, organized, professional, and welcoming front desk, lobby, and workspace; keep supplies stocked and complete assigned cleanliness and operational checklists, including laundry, restroom upkeep, patient room preparation, dusting, vacuuming, and trash removal as needed.
Work collaboratively with clinical, aesthetic, and administrative teams and assist team members with additional duties as assigned.
Schedule appointments, treatments, and consultations across multiple providers and locations; confirm appointments, manage waitlists, and coordinate schedule adjustments.
Communicate patient information, appointment updates, and scheduling changes to appropriate team members.
Conduct weekly patient outreach using applicable platforms, including Alle, Cherry, CareCredit, Aspire, PatientFi, and Prosper.
Provide administrative and scheduling support to the Patient Care Coordinator as directed.
Assist with incoming calls, patient inquiries, and other communication channels, providing timely and professional responses.
Collect and process patient payments accurately and confidentially; assist with end-of-day reconciliation, deposits, payment records, and transaction logs in accordance with practice protocols.
Prepare treatment quotes and manage prepaid services accurately within NexTech.
Assist patients with questions about loyalty programs, financing options, and payment platforms, including Alle, Cherry, CareCredit, and other approved programs.
Maintain accurate patient records in accordance with HIPAA, confidentiality requirements, and practice policies; ensure accuracy and compliance in documentation, scheduling, and financial transactions.
Manage administrative correspondence workflows, including incoming and outgoing faxes, patient letters for Dr. Gallaher, and medical records requests.
Develop and maintain working knowledge of medical spa services, skincare products, and retail offerings; assist patients with general product information, basic recommendations within the role's scope, and retail purchases.
Support monthly retail inventory processes, including product counts, organization, and replenishment.