VIP Client Experience Manager

Job Description

Job Description

Benefits:

• Health insurance
• Paid time off
• 401(k)

Employment type: Full-Time, On-Site (Hybrid eligible after onboarding) | Location: Park City, UT | Reports to: COO
Schedule: Core business hours with availability expected outside standard hours during active VIP visits

Who You Are
You have worked with people who expect things to simply be handled. Not explained, not escalated, not followed up on tomorrow. Handled. You are the kind of person who reads a situation before it becomes a request and has already thought three steps ahead by the time
someone else is still asking the first question.

You have coordinated at a high level. Maybe that was as an executive assistant to a C-suite leader, a personal assistant to someone who runs in high-profile circles, or a luxury hospitality professional who built the kind of guest experience that people talk about long after they leave.
Whatever the context, you know what it takes to make a complex, high-touch experience feel effortless, and you understand that the whole thing falls apart if even one detail slips.

You are calm when other people are not. When a guest's assistant calls at 7 PM with a schedule change, you handle it without drama. When two VIPs have overlapping needs and Dr. Eckel has a packed morning, you figure out how to make it work. You do not need to be told what good looks like because you already have a standard that is higher than what most people ask for.

You are also a strong communicator across very different personalities. One day you are coordinating with a polished EA managing a Fortune 500 executive's calendar. The next you are personally reassuring a guest's family member who has questions about what their loved one's
program looks like. You can match tone, read the room, and know exactly how much information to give and when.

What you are tired of: roles where the standard for "good service" is mediocre and nobody notices the difference between adequate and exceptional. You want to work somewhere that treats excellence as the baseline and gives you the trust, autonomy, and responsibility to actually deliver it.

About bVital
bVital is a regenerative medicine and brain health clinic in Park City, Utah. We work with patients navigating serious neurological conditions, chronic illness, and performance decline. Some of our patients are private individuals referred through medical networks. Others are high-profile guests: executives, athletes, and public figures who have come to Park City specifically for a customized, high- touch clinical experience that does not exist anywhere else. The level of care we deliver in the clinical setting needs to be matched by the level of coordination and hospitality surrounding it. That is the gap this role fills.

The Role
After our VIP sales closer brings a high-profile guest on board, you take the handoff and own everything that comes next. That means designing and coordinating the guest's full experience from the moment they commit to the moment they leave Park City. You work directly with Dr. Eckel, Kitty, the VIP sales closer, and clinic management to build a customized program plan for each guest. You then manage every logistics and communication thread required to make that plan real.

These guests are not booking a standard package. They are coming for a purpose-built clinical experience, which means no two programs look exactly the same. Your job is to make sure the clinical plan Dr. Eckel designs translates into a coordinated, day-by-day guest experience that feels intentional and seamless from start to finish.

Clinical Schedule Coordination:

• Work with Dr. Eckel and the clinical team to understand each VIP's care plan and sequence appointments correctly: the right modalities, in the right order, with the right providers.
• Build and manage the complete clinical itinerary for each guest's visit, including provider appointments, therapy sessions, lab draws, and any specialized procedures.
• Ensure the clinical team is fully briefed and prepared before each guest arrives: who they are, what their program looks like, and what the guest's expectations are.
• Translate the clinical plan into a clear, guest-facing schedule that communicates what is happening and why, without overwhelming or confusing.
• Manage real-time changes when schedules shift: reschedule appointments, adjust sequencing, and make sure every affected provider and team member is updated immediately.

Guest Coordination and Logistics:

• Serve as the primary point of contact for each VIP guest and their personal or executive assistant from post-sale through departure.
• Manage all non-clinical logistics: travel coordination, local accommodation guidance, transportation, and any special arrangements the guest or their team requests.
• Anticipate and address needs before they become requests. If a guest's schedule shifts, you have already thought about how it ripples across the clinical plan and you have a solution ready.

Program Planning and Customization

• Work directly with Dr. Eckel and Kitty to understand each VIP's goals and translate the clinical vision into a coordinated program plan.
• Build clear, professional itineraries and program summaries for the guest and their team.
• Track open items, changes, and requests across every active VIP engagement and ensure nothing is dropped.

Relationship Management

• Maintain ongoing communication with guests and their representatives throughout the program: before, during, and after their visit.
• Handle escalations, changes, and sensitive situations with discretion, calm, and professionalism.
• Build relationships with personal assistants, executive assistants, and family representatives who are often the primary interface for booking future visits or referrals.
• Represent bVital at the level of care and professionalism that high-profile guests expect.

Internal Coordination

• Serve as the operational bridge between the clinical team, ownership, and the VIP guest. Everyone needs to know what is happening and when.
• Coordinate closely with the COO on new VIP engagements, program design decisions, and any situations that need leadership visibility.
• Maintain organized records for each VIP engagement: communications, itineraries, program plans, and post-visit notes.

Who Thrives Here
Must-haves:

• Experience in a high-touch coordination, executive support, or luxury hospitality role where the standard for service was genuinely high, not just stated
• Proven ability to manage complex logistics across multiple stakeholders simultaneously without things falling through the cracks
• Excellent written and verbal communication: you write with clarity and warmth and you speak to everyone from a CEO's assistant to a nervous family member with equal professionalism
• High emotional intelligence: you read people well, adjust quickly, and stay composed under pressure or in ambiguous situations
• Comfort with flexible availability: this role requires responsiveness outside of standard business hours when VIP guests or their teams need something
• Experience working in healthcare

Bonus points:

• Background in luxury hotel, resort, or private club guest services
• Experience as an executive assistant or personal assistant to a high-profile principal
• Familiarity with coordinating across time zones and with international guests
• Prior exposure to integrative medicine, wellness retreats, or concierge medical settings

You thrive here if...

• Anticipating a need before it is expressed is something you do naturally, not something you have to remind yourself to do.
• You take real pride in the handoff. When a guest leaves, you want them to feel like every detail was thought of. Not most details. Every detail.
• Working directly with ownership and operating with a high degree of trust and autonomy energizes rather than intimidates you.
• You are calm, kind, and professional even when the situation is not.

This is not the right fit if...

• You prefer a role with clear, predictable hours and minimal after-hours communication. VIP guests and their teams operate on their own schedules.
• You need step-by-step instruction to know what good looks like. This role requires independent judgment on a daily basis.
• High-pressure or high-expectation environments drain you. The guests we work with have high standards and they expect those standards to be met.

How You'll Be Measured
1. Guest experience quality — do VIP guests and their representatives leave feeling that every detail was handled at the level they expected?
2. Coordination reliability — are clinical teams, providers, and ownership always informed and prepared before each guest interaction?
3. Response and follow-through — are requests from guests and their teams addressed promptly, completely, and without needing a follow-up?
4. Relationship outcomes — are the relationships you build with VIP guests and their representatives translating into return visits, referrals, or ongoing engagement?