Lead Patient Experience Coordinator

Lead Patient Experience Coordinator

Responsibilities

Concierge-Level Patient Experience

• Set and uphold a refined, high-touch experience for every client from arrival through departure
• Lead the front desk with warmth, professionalism, and attention to detail, ensuring each guest feels welcomed, valued, and at ease
• Anticipate client needs and elevate each interaction beyond expectations

Front Desk Leadership & Operations

• Oversee daily front-of-house operations to ensure seamless flow, efficiency, and elevated service standards
• Manage and optimize provider schedules with a strategic, detail-oriented approach
• Serve as the point of escalation, resolving concerns with discretion, confidence, and care

Client Communication & Guidance

• Act as a knowledgeable and polished point of contact across all channels (in-person, phone, text, and email)
• Confidently educate and guide clients through services, treatment options, and offerings in a natural, non-pressured manner
• Maintain timely, thoughtful, and professional communication at all times

Scheduling, Systems & Accuracy

• Execute intelligent, strategic booking to support both client satisfaction and business performance
• Oversee accurate check-in/check-out processes and coordinate ongoing visit planning
• Prepare and manage patient documentation through EMR systems with precision and confidentiality

Team Support & Culture

• Lead by example in creating a positive, collaborative, and solutions-oriented team environment
• Support onboarding and training of front desk team members to uphold Albany’s standards
• Partner closely with providers and leadership to ensure alignment and consistency in the client experience

Environment & Brand Presentation

• Maintain an immaculate, elevated, and calming front-of-house environment at all times
• Ensure every detail, from lobby to treatment spaces, reflects the Albany Aesthetics brand

Problem Solving & Ownership

• Remain composed and solution-focused in a fast-paced, high-expectation environment
• Take initiative in identifying opportunities to refine systems, flow, and overall client experience
• Handle sensitive situations with professionalism, discretion, and emotional intelligence

Qualifications

• 2 years of experience in a medical aesthetics, luxury spa, or high-end hospitality environment (lead or senior role preferred)
• Proven ability to deliver exceptional, concierge-level customer service
• Strong organizational skills with the ability to manage multiple priorities with precision
• Experience with scheduling and communication platforms such as Podium, Boulevard, Millennium, or similar systems preferred
• Familiarity with EMR systems and maintaining accurate, confidential client records
• Excellent communication skills; polished, professional, and personable
• Ability to remain calm, composed, and solution-oriented under pressure
• Strong attention to detail and a natural eye for elevated environments and presentation
• A genuine passion for aesthetics, wellness, and creating confidence-driven experiences

Pay: $23.61 - $28.43 per hour

Work Location: In person

Salary : $24 - $28