Front Office Coordinator

We are seeking a polished, professional, and highly organized Front Desk Coordinator to join our growing team at URBAN Medical. This role is one of the most important positions within the practice, as the Front Desk Coordinator serves as the first and last impression for every patient experience.

The ideal candidate is warm, confident, detail-oriented, and thrives in a luxury, clinical, hospitality-driven environment. This individual will play a critical role in ensuring seamless patient flow, exceptional customer service, strong communication, and elevated patient experiences that reflect the URBAN brand.

Beyond front desk responsibilities, this role also supports daily operations, inventory management, patient retention initiatives, membership and loyalty programs, and front-end retail performance.

Primary Responsibilities

Patient Experience & Guest Relations
• Welcome and greet patients in a warm, professional, and elevated manner
• Create a luxury, hospitality-focused experience from patient arrival through checkout
• Build strong relationships with patients and maintain a welcoming atmosphere
• Ensure the reception and waiting areas remain clean, organized, and presentation-ready at all times
• Offer beverages, assist with patient comfort, and anticipate patient needs
• Handle patient concerns professionally and escalate issues appropriately when needed

Scheduling & Front Desk Operations
• Manage provider schedules and appointment books efficiently
• Schedule, reschedule, and confirm appointments accurately
• Optimize scheduling flow to maximize provider productivity and patient experience
• Check patients in and out while maintaining accuracy and efficiency
• Collect payments and process transactions through practice management systems
• Verify and update patient demographics, forms, and documentation
• Maintain knowledge of all practice services, providers, pricing, promotions, and protocols

Phone & Communication Management
• Answer incoming calls promptly and professionally
• Route calls appropriately and communicate messages accurately
• Respond to patient inquiries regarding services, pricing, memberships, and scheduling
• Assist in converting inquiries into booked consultations and treatments
• Manage text, email, and online patient communication platforms as needed

Memberships, Loyalty Programs & Retail Sales
• Educate patients on practice memberships, loyalty programs, and promotional offerings
• Assist patients with enrolling in and utilizing reward and loyalty programs
• Support front-end skincare and retail sales
• Recommend products and services confidently based on patient needs and provider recommendations
• Help drive patient retention and recurring revenue initiatives

Inventory & Operational Support
• Assist with inventory management and organization
• Support inventory counts, reconciliation, and stock tracking
• Monitor front-end retail inventory and notify leadership of low stock levels
• Assist with receiving, organizing, and stocking products and supplies
• Help maintain cleanliness and operational readiness throughout the clinic

Team & Culture Responsibilities
• Maintain a positive, team-oriented attitude
• Support providers and team members to ensure smooth clinic operations
• Uphold URBAN's standards of professionalism, luxury service, and patient care
• Participate in team meetings, trainings, and ongoing education
• Assist with administrative and operational projects as assigned

Qualifications
• Previous experience in a aesthetics practice, hospitality, luxury retail or sales, wellness, or medical office settings preferred
• Strong communication and interpersonal skills
• Excellent organizational and multitasking abilities
• Professional appearance and polished demeanor
• Comfortable with sales conversations and patient education
• Ability to remain calm and efficient in a fast-paced environment
• Strong attention to detail and accuracy
• Experience with scheduling or EMR software preferred
• Proficiency with phones, computers, and administrative systems

Preferred Characteristics
• Hospitality-minded with a passion for patient experience
• Self-motivated and proactive
• Strong emotional intelligence and professionalism
• Reliable, punctual, and adaptable
• Team-oriented with a positive attitude
• Passion for aesthetics, wellness, and luxury service environments

About URBAN

URBAN is a modern aesthetic and functional medicine practice focused on delivering exceptional patient outcomes and elevated experiences. Our mission is to combine advanced aesthetic medicine, wellness optimization, and luxury hospitality into a patient-centered environment built on integrity, innovation, and excellence. Every team member plays an important role in maintaining the elevated standards and culture that define the URBAN experience.

Benefits

We value our team and are proud to offer a comprehensive benefits package, including:

• Paid vacation and holidays
• Paid Time Off (PTO)
• 401k w/ employer match
• Bonus/Incentive Pay Options
• Short-term and long-term disability coverage
• Vision and dental insurance
• AD&D and life insurance
• Employee discounts on services and products
• Opportunities for professional development and career growth
• Staff Discounts + Family Discounts