Patient Experience Concierge
$20 - $25/hr
Junior, Mid
Costa Mesa, CA, USA
In Person
Customer Experience & SupportCustomer Support
No H1B Sponsorship
About the job
Requirements
- A high school diploma is required.
- The role is onsite in Costa Mesa.
- One to three years of call center experience is required.
- Experience using a customer relationship management system to document customer or patient interactions is required.
- Experience using scheduling software to book, reschedule, and confirm appointments is required.
- Experience using a consultative, non-pressure approach to convert inquiries into booked appointments or memberships is required.
- Knowledge of the Health Insurance Portability and Accountability Act (HIPAA) and experience handling patient information in a HIPAA-compliant manner are required.
- Authorization to work in the United States is required.
- Open availability to work Friday and Saturday shifts as part of a Monday–Saturday schedule, five days a week, is required for full-time employees.
- Part-time employees must have non-negotiable availability on Friday and Saturday plus one weekday, three days a week.
Responsibilities
- Handle inbound and outbound patient communications by phone, text, and digital messaging, providing prompt and professional responses.
- Provide accurate information about services, pricing, memberships, and promotions, and guide patients through treatment options.
- Schedule, reschedule, and confirm appointments across multiple locations, coordinate complex treatment plans, and manage 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 to drive appointment conversion and membership enrollment.
- Document all interactions and outbound activity in the customer relationship management or practice management system, maintaining meticulous records.
- Present and explain membership options so patients understand the value and benefits of the offerings.
- Stay current on services and promotions and handle patient information in a HIPAA-compliant manner.
- Escalate complex concerns and clinical questions to the Concierge Manager, and contribute to continuous improvement in call handling and patient engagement.
Desired Qualifications
- A background in medical spa, healthcare, luxury retail, or hospitality settings is preferred.
- Experience meeting individual performance targets such as conversion, sales, or quality metrics in a customer contact role is preferred.
- Experience using BLVD (Boulevard) for customer relationship management, scheduling, or practice management is preferred.
- Bilingual proficiency in any language is preferred.
About the company
NakedMD operates medical aesthetics clinics offering injectable treatments, skin rejuvenation and skincare services. Its clinicians assess patient goals and medical history before recommending treatments such as neurotoxins, dermal fillers, biostimulators, microneedling and chemical peels. Appointments combine consultation, treatment planning, clinical procedures and follow-up, with staff coordinating multi-step care and managing appointment schedules. The company sells treatment offers and skincare through its website and serves patients through a network of studios across the United States. Founded in 2022, NakedMD is headquartered in Newport Beach, California.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Newport Beach, CA
Founded
2022
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Simplify's Take
What believers are saying
- Clinical training: providers receive training from board-certified plastic surgeons under physician-led protocols.
- Published clinical pay: the New York injector role advertises $45-$50 hourly with bonus eligibility.
- Remote clinical work: the GFE clearance team posting is a full-time remote nurse practitioner role.
What critics are saying
- Weekend availability: Fort Worth sales consultants must have open availability including Fridays and Saturdays.
- Sales accountability: consultants must meet treatment sales targets through consultative selling.
- Documentation workload: injectors maintain patient charts, before-and-after photographs and treatment records.
What makes NakedMD unique
- National footprint: the official site lists 40 or more US locations.
- Payment options: patients have access to Cherry payment plans and CareCredit promotional financing.
- Separate clearance workflow: a remote clinician team performs Good Faith Exams and reviews treatment plans.
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