Front Desk Lead

Description

Job Title: Front Desk Lead

Reports to: Practice Manager

Supervisor: No

FLSA Classification: Non-exempt

Travel: Local

Position Overview

The Front Desk Lead is a senior front-of-house role that combines hands-on front desk operations with day-to-day oversight of the front desk team, serving as the go-to resource for Front Desk Associates and the primary point of contact when the Practice Manager is unavailable. This individual is highly organized, customer-service-oriented, and proactive in driving sales, bookings, and patient retention, while also mentoring associates, helping manage the daily schedule, and flagging operational issues to leadership. Responsible for maintaining the highest standard of patient experience and front desk execution, and for reinforcing consistent processes across the team. A commitment to maintaining patient confidentiality and satisfaction, and to modeling front desk best practices for the team, is essential.

Key Responsibilities or (Core Contributions)

Team Leadership & Oversight:

• Act as the first point of escalation for front desk questions and patient issues in the Practice Manager's absence.

• Help onboard and train new Front Desk Associates on systems, workflows, and service standards.

• Support creation and adjustment of the daily front desk schedule, including coverage for callouts and breaks.

• Monitor daily front desk KPIs (bookings, rebooking rate, lead conversion) and flag trends or concerns to the Practice Manager.

• Coach associates in real time on patient interactions, upselling, and workflow compliance.

• Assist the Practice Manager with basic reporting and preparation for staff meetings.

Patient Management:

• Greet and check in patients for their appointments, ensuring accurate entry of patient information and consents into the EMR system.

• Alert clinicians promptly upon patient arrival and facilitate timely patient rooming.

• Assist with patient comfort by providing numbing services as needed and preparing patients for appointments.

• Check patients out post-appointment, ensuring their satisfaction and encouraging them to rebook before leaving.

• Be knowledgeable about promotions and treatments to educate and upsell patients in ways that add value to their care and medspa experience.

Administrative Duties:

• Answer incoming calls, direct appropriately, and monitor voicemails, ensuring timely responses or escalations.

• Collect payments in compliance with HIPAA standards and manage deposits when required.

• Enter treatment invoices into the POS system and log points in rewards programs accurately.

• Book and reschedule appointments, confirm appointments 24 hours in advance, and optimize the schedule using the waitlist.

• Follow up with patients who miss or cancel appointments.

• Handle emails, escalate issues as needed, and report facility-related concerns to the Practice Manager.

Facility Maintenance:

• Perform opening and closing duties, maintaining a clean and welcoming front lobby, patient rooms, and overall facility.

• Oversee daily facility checklists and confirm associates are completing opening/closing duties correctly.

• Assist with inventory management and supply restocking as needed.

Customer Service and Communication:

• Provide exceptional customer service with a focus on patient satisfaction, addressing inquiries and concerns professionally.

• Communicate client concerns to management and help resolve issues at the front desk before escalation.

• Stay updated on current specials and promotions to provide relevant recommendations, and ensure the team is informed.

Sales and Marketing Support:

• Promote services and retail products by understanding monthly specials, featured treatments, and product selling points.

• Engage in proactive outreach during downtime, including contacting new leads and following up with clients who canceled or did not rebook.

• Foster client retention by contacting patients who have not visited in 90+ days, highlighting personalized offers and relevant promotions.

• Convert patient interactions into revenue opportunities by recommending services and products aligned with patient needs and practice initiatives.

• Help set the tone for the front desk team's sales and outreach performance, reinforcing goals during slower periods.

Professional Development:

• Attend work events, training sessions, and staff meetings to stay updated on industry trends and best practices.

• Maintain confidentiality and uphold HIPAA compliance standards.

• Model professionalism and front desk best practices for associates.

Requirements

Qualifications

• High school diploma or equivalent required; additional education in healthcare administration, business, or a related field preferred.

• 1+ years of experience in a medical aesthetics, healthcare, or spa front desk role required; prior experience training or mentoring others preferred.

• Strong customer service orientation with a demonstrated focus on patient retention and satisfaction.

• Proficiency in EMR systems, POS systems, and Microsoft Office Suite preferred.

• Excellent communication and interpersonal skills, with the ability to coach peers and proactively recommend treatments and products.

• Knowledge of medical aesthetics services, products, and terminology is preferred.

• Highly organized, detail-oriented, and capable of multitasking and prioritizing in a fast-paced environment.

• Self-motivated with a proven ability to lead by example and contribute to team and individual sales targets.

• Comfortable stepping into a leadership role and making sound judgment calls in the Practice Manager's absence.

Supervisory Responsibilities

Front Desk Associates (lead/mentor capacity; no formal hiring, termination, or disciplinary authority).

Travel Requirements

Local

Working Conditions (includes physical demands)

• Prolonged periods in a stationary position; must be able to remain in a stationary position up to 50% of the time.

• The person in this position occasionally needs to move about inside the office to access equipment, etc.

• Uses hands/fingers to operate computers and other office machinery, such as calculator, copy machine, and computer printer.

• May need to stoop and kneel to access files, or other equipment.

• The person in this position needs to be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

• The person in this position may need to move, transport, position, or lift boxes weighing up to twenty pounds across the office for various needs.