Position Summary: A Cosmetic Concierge Coordinator is charged with helping patients navigate the aesthetic process and serves as a liaison—or translator—between the patient and the provider. The coordinator is responsible for building and maintaining relationships with our patients and delivering a consistent excellent customer service experience, scheduling appointments, assisting with product sales, patient education on products and services, and maintaining a smooth flow of other operations.
Essential Duties and Responsibilities:
- Responsible for the “sales” aspect of the patient experience. Providing patient education on treatments available to them and upselling patient on other products or services when applicable.
- Ownership and management of signing patients up for loyalty programs (Alle, Aspire, etc.)
- Ensure all front desk aesthetic employees are trained on loyalty programs from input, process and checkout
- Be a liaison to all Providers, providing education and answers on all products and services we provide.
- Daily outbound calls to patients to assist in preparation for upcoming appointments as well as outbound calls as needed for events, promotions, appointment requests, etc.
- Routinely contacts existing and potential patients, as appropriate, with the intent of generating additional encounters and encouraging patients' consideration of future services.
- Consults and coordinates procedure scheduling, pre-procedure and post-procedure care, patient instructions, and office visits along with price quoting.
- Follows up with patient post- procedure (including, but not limited to, phone calls and thank you notes)
- Responsible for skincare education and sales for cosmetic patients in coordination with the aestheticians
- Responsible for coordinating, supporting and driving sales for any aesthetic event, including but not limited to daytime events, skincare events, virtual sales, evening open houses
- Provide materials and photos to enhance social media marketing efforts in conjunction with UDP Marketing team and Cosmetic Manager.
- Participation, as necessary, for end of month inventory counts of products, injectables and supplies.
- Ensure only products being sold are pulled from inventory. Products for backbar, take home kits, etc. should NOT be pulled from inventory.
- Assist with patient concerns and complaints as directed by Cosmetic Manager.
- Other duties as assigned by Regional Director or Cosmetic Manager.
Education and Experience Requirements:
- Outstanding Customer Service skills and minimum of 1 year experience in relevant field.
Knowledge, Skills and Abilities Requirements:
- Passion for cosmetics industry
- Detail oriented and professional, polite attitude
- Reliable, yet flexible and adaptable.
- Excellent written and oral communication skills.
- Empathy and respect when dealing with our patients, clients, and vendors
- Must demonstrate a consistent level of excellent problem-solving skills.
- Strong knowledge of retail product lines and cosmetic procedures, and ability to communicate and/or support the patient education process in office.
- Heightened awareness of patient privacy, discretion, and HIPPA around patient procedures. Able to communicate effectively in English, both verbally and in writing
