Patient Experience Concierge

Job Description

Job Description

NakedMD is a leading medical aesthetics and wellness brand, renowned for delivering personalized services and memberships to clients seeking premium care. Based at our Newport Beach headquarters, our centralized call center is the heart of patient engagement, ensuring every interaction reflects our commitment to excellence and discretion.

As a Concierge Representative, you will play a pivotal role in shaping the patient experience, acting as the first point of contact and guiding individuals through their aesthetic and wellness journey. You will collaborate closely with studio teams and report directly to the Concierge Manager, contributing to individual and team targets for appointment conversion, membership enrollment, and call quality.

Key responsibilities include:

• Handle inbound and outbound patient communications via phone, text, and digital messaging, providing prompt and professional responses.
• Deliver accurate information on services, pricing, memberships, and promotions, guiding patients through treatment options.
• Schedule, reschedule, and confirm appointments across multiple locations, coordinating complex treatment plans and managing calendars with studio teams.
• Send reminders and confirmations to minimize no-shows, and conduct proactive outreach for reactivation, follow-ups, check-ins, and promotional campaigns.
• Follow up on unclosed inquiries and consultations, driving appointment conversion and membership enrollment.
• Document all interactions and outbound activity in the CRM/practice management system, maintaining meticulous records.
• Present and explain membership options, ensuring patients understand the value and benefits of NakedMD offerings.
• Stay current on all services and promotions, maintaining HIPAA-compliant handling of patient information at all times.
• Escalate complex concerns and clinical questions to the Concierge Manager, and actively contribute to continuous improvement in call handling and patient engagement.

Requirements

Required Qualifications:

• High school diploma
• Onsite in Newport Beach
• 1–3 years of call center experience
• Experience using a CRM to document customer or patient interactions
• Experience using scheduling software to book, reschedule, and confirm appointments
• Experience using a consultative, non-pressure approach to convert inquiries into booked appointments or memberships
• HIPAA knowledge and experience handling patient information in a HIPAA-compliant manner
• Authorized to work in the United States
• Open Availability to work Friday and Saturday shifts as part of a Monday–Saturday schedule; 5 days a week Full-time.
• Part time employees: Friday and Saturday + 1 weekday ( 3 days a week) non-negotiable availability

Preferred Qualifications:

• Background in medical spa, healthcare, luxury retail, or hospitality settings
• Experience meeting individual performance targets such as conversion, sales, or quality metrics in a customer contact role
• Experience using BLVD (Boulevard) for CRM, scheduling, or practice management
• Bilingual proficiency in any language

Benefits

• Competitive hourly compensation of $20–$25 per hour
• Comprehensive health insurance including medical, dental, and vision coverage
• Employee discounts on NakedMD services and memberships
• Opportunities for professional development and training
• Supportive, team-oriented work environment at our Newport Beach headquarters