Guest Concierge

Job Description

Job Description

Position Overview

The Guest Concierge is the first voice of The Plastics Clinic +Spa. Operating as a centralized team based at Draper and serving all locations remotely, this role is responsible for managing every inbound patient inquiry across phone, text, and online channels and converting those inquiries into scheduled consultations. The Guest Concierge owns the full top-of-funnel experience — answering questions, qualifying interest, and booking appointments for both surgical and spa services — ensuring that every prospective patient encounters a warm, knowledgeable, and efficient first interaction that reflects our brand standard.

This is a high-accountability, patient-facing role that requires disciplined adherence to coverage windows, strong product knowledge across our clinical and spa service lines, and the emotional intelligence to guide patients through decisions that are deeply personal. The Patient Concierge reports to the Guest Experience Manager and works in close coordination with the Lead PCC, Clinic Managers, and Spa Manager to ensure seamless handoffs and consistent patient communication across all four locations.

Inbound Communication Management

• 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 CRM/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 guests before they are transitioned to a PCC, Clinic team member, or Spa team member.

Lead Qualification & Conversion

• 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 disposition in the EMR and CRM systems.

Outbound Follow-Up

• Proactively reach out to online leads who have not yet responded to initiate contact and move them toward a scheduled appointment.
• Coordinate with the Lead PCC on surgical leads that require more detailed clinical conversation or financial consultation.

Multi-Location Support

• Handle inquiries for Draper, Bountiful, 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.

Patient Experience & Brand Standards

• 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 Experience Manager.

• Minimum of 2 years of experience in a customer-facing role, preferably in medical aesthetics, healthcare, luxury hospitality, or high-volume inbound sales.
• Demonstrated ability to convert inbound inquiries into scheduled appointments through consultative, relationship-focused communication.
• Strong verbal and written communication skills with a warm, confident, and professional tone.
• Comfort discussing elective medical procedures, aesthetic treatments, and financial investment at a high level without providing clinical advice.
• Proficiency in EMR or CRM systems and communication platforms such as Weave and Symplast preferred.
• High emotional intelligence with the ability to read a caller’s emotional state and adapt accordingly.
• Strong organizational skills and the ability to manage multiple active conversations and follow-ups simultaneously.
• Ability to maintain HIPAA compliance and exercise discretion with sensitive patient information at all times.
• Availability to work assigned coverage windows reliably and consistently, including the ability to accommodate schedule needs during new location launches.

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
• Industry-leading Paid Time Off & paid holidays
• Opportunities for growth and development alongside a world-class management and clinical team

E04JI802s7ag40976lj