Full time Spa Concierge

Job Summary

Gallaher Plastic Surgery & MedSpa is seeking a Full-Time Practice Concierge to join our team. The Practice Concierge serves as the first point of contact for our practice and plays an essential role in creating a welcoming, professional, and exceptional patient experience.

This position is responsible for greeting patients, coordinating appointments, assisting with check-in and check-out, supporting clinical and administrative operations, and ensuring clear, friendly, and professional communication throughout each patient's visit.

The ideal candidate is personable, highly organized, detail-oriented, and thrives in a fast-paced, patient-focused environment. We are looking for a dependable, team-oriented individual who takes pride in delivering outstanding customer service while supporting the daily operations of a busy plastic surgery and medical spa practice.

Position Details

Employment Type: Full-Time

Schedule: Full-time schedule based on practice needs.

Saturday Requirement: Saturday availability is required for applicants interested in the Knoxville location.

Important: This is a full-time position. Scheduling requirements may vary by location, and applicants must be available to meet the scheduling needs of their selected location.

Key Responsibilities

Patient Experience & Service Excellence

Warmly welcome patients, assist with check-in and check-out, and guide them through their visits with professionalism and care.

Anticipate patient needs and address questions or concerns promptly and courteously.

Foster a positive, relationship-focused environment that encourages patient satisfaction, loyalty, and return visits.

Resolve minor patient concerns or service issues using sound judgment and a hospitality-focused approach, escalating matters to management when appropriate.

Support overall practice operations by performing additional duties as assigned and assisting team members as needed.

Operational & Practice Support

Coordinate with clinical and aesthetic providers to maintain efficient patient flow and minimize delays.

Prepare consent forms and pre-appointment documentation, assist with NexTech documentation, and communicate relevant updates to appropriate team members.

Maintain a clean, organized, professional, and welcoming front desk and lobby environment.

Ensure front office workspaces remain appropriately stocked, organized, and ready for daily operations.

Complete assigned daily cleanliness and operational checklists, including laundry, restroom upkeep, patient room preparation, dusting, vacuuming, and trash removal as needed.

Work collaboratively with clinical, aesthetic, and administrative teams to support efficient daily operations.

Scheduling & Communication

Accurately schedule appointments, treatments, and consultations across multiple providers and practice locations.

Confirm appointments, manage waitlists, and coordinate schedule adjustments to accommodate patient and provider needs.

Communicate essential patient information, appointment updates, and scheduling changes to appropriate team members.

Conduct weekly patient outreach using applicable platforms, including Alle, Cherry, CareCredit, Aspire, PatientFi, and Prosper, to support patient engagement, retention, and awareness of available benefits.

Provide administrative and scheduling support to the Patient Care Coordinator as directed.

Assist with incoming calls, patient inquiries, and other communication channels to ensure timely and professional responses.

Financial Responsibilities

Accurately collect and process patient payments while maintaining a professional and confidential environment.

Assist with end-of-day reconciliation procedures, ensuring deposits, payment records, and transaction logs comply with practice protocols.

Prepare treatment quotes and accurately manage prepaid services within NexTech.

Assist patients with questions regarding loyalty programs, financing options, and payment platforms, including Alle, Cherry, CareCredit, and other approved programs.

Records & Compliance

Maintain accurate patient records in accordance with HIPAA regulations, confidentiality requirements, and established practice policies.

Ensure accuracy and compliance in documentation, scheduling, and financial transactions.

Manage administrative correspondence workflows, including incoming and outgoing faxes, coordination of patient letters for Dr. Gallaher, and processing of medical records requests.

Ensure all patient communications and records-related activities are handled accurately, promptly, and in accordance with applicable policies and regulations.

Product & Retail Support

Develop and maintain a working knowledge of the practice's medical spa services, skincare products, and retail offerings.

Assist patients with general product information, basic recommendations within the scope of the position, and retail purchases.

Support monthly retail inventory processes, including product counts, organization, and replenishment activities as needed.

Education & Experience

High school diploma or equivalent required; bachelor's degree preferred.

Minimum of three years of experience in a medical office, plastic surgery practice, dermatology office, or medical spa environment preferred.

Previous experience in hospitality, customer service, or other high-touch, patient-facing roles is highly desirable.

Experience with electronic medical records (EMR) systems, scheduling platforms, and payment processing preferred.

Familiarity with NexTech or similar practice management software is a plus.

Knowledge, Skills & Abilities

Excellent verbal and written communication skills with a strong emphasis on professionalism, hospitality, and patient satisfaction.

Strong organizational abilities with exceptional attention to detail and accuracy.

Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced, high-volume environment.

Sound judgment, professionalism, and the ability to remain composed under pressure.

Strong critical thinking, problem-solving, and conflict resolution skills.

Ability to work collaboratively with providers, management, and administrative team members.

Dependable, punctual, adaptable, and committed to maintaining a positive team environment.

Comfortable learning new technology, practice management systems, and patient communication platforms.

Ability to maintain a full-time work schedule and meet the scheduling requirements of the selected location.

Work Schedule & Availability

This is a FULL-TIME position. Candidates must be available to work a full-time schedule based on the operational needs of their selected practice location.

Applicants interested in the Knoxville location must have Saturday availability. Saturday availability is not a universal requirement for all locations.

Gallaher Plastic Surgery & MedSpa is committed to providing exceptional patient care and service. We are seeking individuals who share our dedication to professionalism, teamwork, and creating an outstanding patient experience.