Front Desk

Job Family: Front Desk Associate


Reports to : Practice Manager


FLSA Classification: Non-exempt


Travel: Local


Position Overview:

The Front Desk Associate needs to be highly organized and customer-service oriented. This


individual is responsible for managing various front desk duties in a medical aesthetics


environment, ensuring smooth patient flow, exceptional customer service, and efficient


administrative support to the aesthetic providers. This role requires meticulous attention to


detail, strong communication skills, and a commitment to maintaining patient


confidentiality and satisfaction.


Key Responsibilities:

Patient Management:

• Check patients in for their appointment and obtain patient consents and enter


patient information accurately into the EMR/scheduling system.


• Promptly alert healthcare providers upon patient arrival and ensure timely rooming


of patients.


• Assist in patient comfort by numbing if necessary and preparing them for their


appointments.


• Check patients out of their appointment and ensure they are satisfied upon leaving


the practice.


Administrative Duties:

• Manage incoming calls, direct them appropriately, and monitor voicemail, ensuring


timely responses or escalation as needed.


• Collect payments while adhering to HIPAA compliance standards.


• Handling deposits if necessary


• Enter treatment invoices into the Point of Sale (POS) system and log points in


rewards programs.


• Become proficient in the EMR system, ensuring accurate scheduling, message


responses, and clinician calendar management.


• Book and reschedule patient appointments, confirm appointments 24 hours in


advance and monitor the waitlist for scheduling optimization.


• Follow up with patients who miss or cancel their appointment.


• Monitor emails, respond accordingly, and escalate issues when necessary.


• Notify management of facility management issues, including cleanliness, safety,


infection control, internet connectivity, and maintenance of equipment and


supplies.


Facility Maintenance:

• Perform opening and closing duties, including cleaning the front lobby area, patient


rooms, and maintaining cleanliness standards.


• Ensure the availability of amenities such as coffee and manage laundry and trash


disposal.


• Assist with inventory management and restocking of supplies as needed.


Customer Service and Communication:


• Provide excellent customer service with a focus on patient satisfaction, addressing


inquiries, and concerns promptly and professionally.


• Communicate client concerns to management, participate in problem resolution,


and implement preventive measures.


• Collaborate with healthcare providers and other team members to ensure seamless


patient experiences.


• Understanding specials


Professional Development:


• Attend work events, training sessions, and staff meetings to stay updated on


industry Trends, services, and products.


• Maintain confidentiality of patient information and uphold HIPAA compliance


standards at all times.


• Participant in teamwork environment


Marketing and Outreach:

During designated time or down time:


• Reach out to new leads through call or SMS


• Reach out to follow up list provided by providers


• Review list of clients who cancelled in the last 2 weeks who have not yet


rescheduled and get them on the books


• Review list of clients who did not rebook at the end of their appointment in the


past 2 weeks and get them on the books


• Obtain list of lapsed clients from Aspire, Alle, or practice manager, and notify


them of lapses and any current promotions


• SMS outreach to clients who indicated interest in treatments that are currently


on promotion and get them on the books


• Review selling points of treatments and retail products that are being


highlighted/ featured/on promotion for the month so they can better recommend


treatments and products to clients


• Review specialty & "best known for" treatments for each provider so they can


better recommend providers to clients on the phone or in person


• Assist in filming providers if they need help


• Proactively reach out to new leads and clients who have not been into the


practice in 90+ days.


• Review selling points of treatments and retail products that are being


highlighted/ featured/ on promotion for the month so they can better


recommend treatments and products to clients.


• Contact patients who have not rebooked for their next appointment


following their consultation or treatment visit.


Qualifications:

• Additional duties may be assigned.


• High school diploma or equivalent required; additional education in


healthcare administration or related field preferred.


• Previous experience in a healthcare or medical aesthetics setting


preferred.


• Customer service oriented; focusing on patient satisfaction and


retention.


• Proficiency in using EMR/scheduling systems, POS systems, and


Microsoft Office Suite preferred.


• Strong organizational skills, attention to detail, and ability to multitask in


a fast-paced environment.


• Excellent communication and interpersonal skills, with a customer

centric approach.


• Knowledge of medical terminology, aesthetics services, products, and


ingredients is preferred.


• Ability to work effectively both independently and as part of a team.


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 a 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


Note:


This job description in no way states or implies that these are the only duties to be


performed by the employee(s) incumbent in this position. Employees will be required to


follow any other jobrelated instructions and to perform any other job-related duties


requested by any person authorized to give instructions or assignments. All duties and


responsibilities are essential functions and requirements and are subject to possible


modification to reasonably accommodate individuals with disabilities. To perform this job


successfully, the incumbents will possess the skills, aptitudes, and abilities to perform


each duty proficiently. Some requirements may exclude individuals who pose a direct


threat or significant risk to the health or safety of themselves or others. The requirements


listed in this document are the minimum levels of knowledge, skills, or abilities. This


document does not create an employment contract, implied or otherwise, other than an


"at will" relationship.


The employee must be able to perform the essential functions of the position satisfactorily


and, if requested, reasonable accommodation will be made to enable employees with


disabilities to perform the essential functions of their job, absent undue hardship. This job


description is designed to cover or contain a comprehensive listing of activities, duties or


responsibilities that are required of the employee. Duties, responsibilities, and activities


may change, or new ones may be assigned at any time with or without notice. The Employer


retains the right to change or assign other duties to this position.


Salary Description


$17-21 per hour depending on experience