Guest Concierge

Job Description

Job Description

POSITION SUMMARY

The Concierge is the first point of contact for prospective patients of The Plastics Clinic, The Spa at TPC, and all satellite locations. In this role, you answer inbound calls, texts, and online inquiries, qualify leads, and book consultations for surgical and spa services before patients are transitioned to a PCC, Clinic Manager, or Spa team member. You represent the TPC brand with warmth, professionalism, and luxury-level service in every interaction.

•    Answer all inbound phone calls for The Plastics Clinic, The Spa @ TPC, and all satellite locations during scheduled coverage windows.

•    Respond to all inbound texts via Weave promptly and professionally, maintaining brand-consistent tone in every message.

•    Monitor and respond to all online lead form submissions, ensuring no inquiry goes unaddressed.

•    Serve as the primary point of contact for prospective patients before they are transitioned to a PCC, Clinic Manager, or Spa team member.

•    Actively qualify all inbound leads by gathering key information: procedure or service of interest, timeline, location preference, and prior consultation history.

•    Educate prospective patients on TPC's surgical and spa service offerings at a high level, providing enough information to build confidence and drive appointment booking without providing clinical recommendations or exact pricing.

•    Book consultations directly for surgical and spa services using TPC's scheduling system, ensuring the appointment is confirmed with the appropriate provider and location.

•    Maintain accurate records of all lead interactions and dispositions in the EMR and CRM systems.

•    Outbound Follow-Up specifically with Dr. Chidester's waitlist and unresponsive leads

•    Coordinate with the PCC's on surgical leads that require more detailed clinical conversation or financial consultation.

•    Handle inquiries for Draper, Farmington, and St. George from a single centralized position, with thorough knowledge of each location's service offerings, providers, and scheduling availability.

•    Route calls and messages to the correct location team when live transfer or escalation is required.

•    Support new location launches by serving as the initial patient contact point before local teams are fully operational.

•    Represent The Plastics Clinic + Spa brand in every interaction with warmth, professionalism, and luxury-level service.

•    Maintain composure and empathy when handling sensitive, emotional, or hesitant callers, guiding the conversation with patience and confidence.

•    Uphold HIPAA standards and patient confidentiality in all communication channels.

•    Adhere to call scripts, messaging guides, and escalation protocols established through The Academy and the Guest Care & Sales Manager.

•    High school diploma or equivalent.

•    Prior experience in a customer service, hospitality, sales, or patient-facing role.

•    Excellent verbal and written communication skills, with a warm, polished phone and text presence.

•    Comfort learning and using scheduling, CRM, EMR, and texting platforms.

•    Ability to maintain patient confidentiality and follow HIPAA standards.

•    Composure and empathy when speaking with sensitive, emotional, or hesitant callers.

•    Strong organization and attention to detail, with the ability to manage calls, texts, and online inquiries at the same time.

•    Availability to cover scheduled coverage windows.

PREFERRED

•    Experience in aesthetics, plastic surgery, a medical spa, or another healthcare setting.

•    Experience with Weave or a similar patient communication platform.

•    Experience qualifying leads or booking appointments.

We’re a growing, physician-led aesthetic practice with a reputation for excellence, a tight-knit team culture, and a genuine commitment to our guests and our people. We invest in training, growth, and building careers — not just filling seats. This is a foundational role that will set the tone for our growth!

Here are a few things we offer:

• Competitive compensation & continual internal review
• Comprehensive benefits package with medical, dental, vision, and retirement plan with company match
• Top-of-the-line spa perks and access to discounts
• Paid Time Off & paid holidays
• Opportunities for growth and development alongside a world-class management and clinical team

E04JI802s7ag409k40b