Guest Experience Coordinator

Job Description

Job Description

Position Overview

The Guest Care Coordinator is the first face a patient sees and the last voice they hear before they leave. This role sits at the front desk of our Farmington, UT, office and is responsible for creating a welcoming, efficient, and luxury-standard experience for every guest from the moment they arrive through the moment they depart. Working alongside a fellow Guest Care Coordinator, this person owns the full front desk operation — phones, scheduling, check-in, check-out, and the active promotion of TPC memberships and loyalty programs.

Responsibilities

Opening & Closing

• Open the office before patients arrive, ensuring a seamless start to the day, including turning on lights, activating the TV with a slideshow and music, and completing the front desk opening checklist.
• Close the office at the end of day, ensuring all patients are checked out, the space is prepared for the next day, and all patient calls and messages have been addressed before departing.

Phones & Scheduling

• Answer all incoming calls promptly and direct them to the appropriate team member. Take messages when necessary and ensure they reach the right staff without delay.
• Book, reschedule, and confirm patient appointments, ensuring each appointment is aligned with the correct provider, appointment type, and timing.
• Return voicemail messages in a timely manner and proactively educate patients on what to expect before their appointments.
• Listen attentively to understand patient needs and build professional, trusting relationships — especially during challenging or sensitive interactions.

Patient Check-In & Check-Out

• Efficiently check patients in and out, ensuring all required documentation is completed before provider appointments.
• Handle payments accurately and professionally at checkout, and reschedule patients as needed to align with the correct provider and appointment time.
• · Exercise discretion to safeguard patient privacy and dignity at all times, particularly in the lobby and reception area where multiple patients may be present.

Administrative Duties

• Maintain responsiveness across all communication channels including Symplast and Weave, with a target response time of three minutes or less.
• Scan, assign, and verify all paper documents in patient charts. Create patient charts for all providers one day in advance.
• Respond to email inquiries in the office inbox and personal inbox promptly and professionally.
• Maintain the cleanliness and organization of the lobby and front reception area at all times.

Memberships & Loyalty Programs

• Actively promote TPC memberships to patients, educating guests on the benefits and enrollment process with confidence and enthusiasm.
• Introduce patients to the Alle and Aspire loyalty rewards programs, assist with enrollment, and ensure patients understand how to maximize their benefits.
• Stay current on membership tiers, promotions, and program updates to provide accurate and compelling information to every guest.

Communication

• Communicate effectively and directly with the Lead Clinic Nurse regarding patient concerns, scheduling issues, or any matters requiring escalation.
• Collaborate closely with the fellow Guest Care Coordinator to ensure seamless front desk coverage, consistent patient communication, and a unified guest experience throughout the day.
• Ensure all communication with patients and team members is delivered with kindness, honesty, and authenticity.
• Uphold TPC brand and guest experience standards as defined by the Chief Branding Officer in every patient-facing interaction.

Requirements

• Minimum of 2 years of experience as a receptionist or in a customer-facing service role.
• Experience in a medical, aesthetic, or luxury service environment strongly preferred.
• Spanish-speaking a plus.
• Consistently professional appearance and demeanor.
• Proficiency in Microsoft applications including Word, Excel, and Outlook.
• Comfortable using EMR and practice management systems; experience with Symplast and Weave preferred.
• Exceptional time management and multitasking skills in a fast-paced environment.
• Strong written and verbal communication skills with a warm, patient-centered approach.
• Collaborative team player with a genuine desire to support colleagues and contribute to a positive workplace culture.
• Non-judgmental outlook with experience serving a diverse patient population.
• Willingness to adhere to all TPC policies, procedures, and regulatory requirements.

Why The Plastics Clinic & Spa?

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 amazing new locations!

Here are a few things we offer:

• Competitive compensation & bonus eligibility
• 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

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