Position Summary
The First Impression Team (FIT) serves as the welcoming face and voice of the practice. This concierge-level role is responsible for delivering a patient-centered, polished, and exceptional experience in person, over the phone, and through digital communication. FIT team members ensure accurate scheduling, billing, and patient account management while promoting services, treatments, and products that enhance the overall patient journey. This position requires strong attention to detail, professionalism, and the ability to confidently represent the practice, surgeons, providers, surgical procedures, non-surgical treatments, and skincare offerings.
What You’ll Do
Greet all patients, vendors, and team members with warmth and professionalismCheck patients in and out accurately, including billing, package management, and account reviewSchedule aesthetic treatments across multiple providers while maintaining efficiency and accuracyEducate, promote, and sell treatments, monthly packages, loyalty programs, beauty subscriptions, specials, and skincare productsExplain and uphold financial policies, including application of loyalty rewards programs (Alle, Aspire, Xperience, Merz), discounts, and promotionsEducate patients on financing options such as PatientFi and CareCreditPerform daily transaction audits to ensure financial accuracyMaintain and update patient demographic and account information within Nextech and the Patient PortalAnswer phone calls and support Patient Experience Specialist (PES) team as neededReport adverse patient or provider experiences promptly to managementRemain knowledgeable about all technologies, treatments, products, and surgical procedures offered within the practice and at New Vista Surgical Suites (NVSS)Assist in training new team members and contribute to implementation of best practicesComplete required compliance training and adhere to HIPAA privacy standardsMaintain professional appearance and adhere to BCAPS attire standards
Qualifications
3–5 years of progressive experience in concierge, hospitality, customer service, or similar patient-facing rolesPrevious healthcare or aesthetic industry experience preferredFamiliarity with medical terminology, HIPAA practices, and medical office operations preferredStrong organizational skills with the ability to prioritize and work independently in a fast-paced environmentThis is a hands-on, in-person role requiring daily on-site presence
Knowledge, Skills & Abilities
Exceptional verbal and written communication skills with patients, vendors, and team membersStrong computer proficiency, including Microsoft Office (Word, Outlook, Excel); Nextech experience preferredMinimum typing speed of 50 words per minuteAbility to quickly and accurately process requests while maintaining attention to detailStrong problem-solving and troubleshooting skillsAbility to balance adherence to established procedures with continuous improvement initiativesProfessional demeanor with commitment to presenting a positive image of the practiceComfortable standing for extended periods and lifting up to 50 pounds as needed
Working Environment
Clean, climate-controlled medical office setting with moderate noise levelsOccasional exposure to cleaning solvents, equipment, and standard peri-operative environmentSome local travel within the city for errands associated with the positionOSHA Category IV role (low risk exposure to blood and bodily fluids)Requires frequent standing, walking, bending, and operating office equipmentThis role is ideal for a hospitality-driven professional who thrives in a high-touch medical environment and takes pride in delivering an exceptional first and lasting impression. Duties may evolve based on operational needs. Employment remains at-will in accordance with applicable laws.
