Patient Concierge

Job Description

Job Description

Ballantyne Plastic Surgery | Charlotte, NC

Position Type : Full-Time

Reports To : Practice Owner / Operations Lead

About Ballantyne Plastic Surgery

Ballantyne Plastic Surgery is a well-established plastic surgery and aesthetics practice in Charlotte, NC, focused on delivering high-quality surgical and non-surgical aesthetic care. As the practice enters its next phase of growth, we are seeking a detail-oriented and trustworthy Bookkeeper to help strengthen our financial operations, reporting, and day-to-day accounting processes.

Position Overview

The Patient Concierge will play a key role in creating an elevated, welcoming, and high-touch experience for every prospective and existing patient at Ballantyne Plastic Surgery. This person will serve as the first point of contact for many patients, helping convert inbound inquiries into consultations, guiding patients through membership options and treatment plans, and supporting a seamless front-desk experience. The ideal candidate is warm, polished, highly organized, and naturally comfortable with sales conversations. This role is perfect for someone who enjoys building trust with patients, following up consistently, and helping grow the practice through exceptional communication, thoughtful recommendations, and strong attention to detail. The ability to structure compelling and effective Sales strategy and execution to drive revenue growth for the practice is imperative for this role.

Key Responsibilities

The key responsibilities for this role include:

Lead Conversion

● Respond to inbound patient inquiries from phone, website, social media, and marketing campaigns

● Convert leads into scheduled consultations

● Follow up consistently with prospective patients to increase booking rates

Consultation Support & Sales

● Check in and out patients at the front desk and advise on memberships packages

● Present membership plans and pricing tiers clearly and confidently

● Educate patients the benefits of ongoing treatment plans and benefits

● Assist patients with financing options and payment plans

● Convert consultations into scheduled treatments

Revenue Growth & Upselling

● Recommend complementary treatments such as skincare, injectables, and treatment packages

● Promote bundled services and membership offerings

● Encourage treatment plan adoption and long-term patient engagement

Patient Experience

● Ensure patients feel welcomed, informed, and supported throughout their journey

● Coordinate scheduling and treatment logistics with clinical staff

● Follow up with patients post-consultation and post-treatment

Sales Operations

● Track and report key sales and conversion metrics

● Maintain CRM and lead tracking systems

● Identify opportunities to improve conversion rates and patient lifetime value

Experience & Qualifications

• Experience in a customer-facing role within a medical practice, med spa, aesthetics clinic, plastic surgery office, dental office, luxury retail, or hospitality environment.
• Prior front desk, patient coordination, sales, or consultation scheduling experience preferred.
• Comfortable speaking with patients by phone, text, email, and in person.
• Able to confidently discuss services, pricing, memberships, packages, financing options, and next steps.
• Strong follow-up skills with the ability to convert inquiries into booked consultations and treatments.
• Comfortable creating engaging social media content, including Instagram and Facebook Reels, patient education videos, treatment highlights, and practice promotions to support patient engagement and lead generation.
• Skilled to collaborate with providers and leadership to capture, develop, and publish content that reflects the practice brand, promotes services, and drives consultation bookings and membership growth.
• Experience using CRM, scheduling, or practice management software preferred.
• Highly organized, polished, proactive, and comfortable tracking sales and patient conversion activity.
• Motivated by delivering an excellent patient experience while helping grow practice revenue.

Compensation

Compensation: $20-28/hour + commission + performance-based year-end bonus; potential for Benefits including health insurance and 401K matching.

This role offers a base hourly rate of $20-28/hour, with additional earning potential through commission and a performance-based year-end bonus. Commission opportunities may be tied to measurable revenue-generating activities such as membership sales, treatment package sales, patient financing conversions, and other approved practice growth initiatives. An end-of-year bonus may be awarded for exceeding agreed-upon KPIs, including lead response time, consultation booking rate, consultation-to-treatment conversion, membership enrollment, patient follow-up completion, and overall contribution to revenue growth and patient experience goals.

Team work, great work enviornment

Company Description

Team work, great work enviornment