Front Desk

Description

Job Family: Front Desk Associate

Reports to: Junior Practice Manager

Supervisor: No

FLSA Classification: Non-exempt

Travel: Local

Location: Albany, NY

About Us

At Artistry of Face, we work hard to create a unique and elevated experience that is all about a client’s confidence. We thrive on educating our clients and providing customized treatment plans. Our areas of expertise include aesthetic and medical spa services, spanning injectables, facials, laser services, and body treatments. We are passionate about helping our clients look and feel their best, and we are committed to excellence in every service we provide.

Position Overview

The Front Desk Associate needs to be highly organized and customer-service oriented. This

individual is responsible for managing various front desk duties in a medical aesthetics

environment, ensuring smooth patient flow, exceptional customer service, and efficient

administrative support to the aesthetic providers. This role requires meticulous attention to detail,

strong communication skills, and a commitment to maintaining patient confidentiality and

satisfaction.

Key Responsibilities

Patient Management:

• Check patients in for their appointment and obtain patient consents and enter patient
  
  

information accurately into the EMR/scheduling system.

• Promptly alert healthcare providers upon patient arrival and ensure timely rooming of
  
  

patients.

• Assist in patient comfort by numbing if necessary and preparing them for their
  
  

appointments.

• Check patients out of their appointment and ensure they are satisfied upon leaving the
  
  

practice.

Administrative Duties

• Manage incoming calls, direct them appropriately, and monitor voicemail, ensuring timely
  
  

responses or escalation as needed.

• Collect payments while adhering to HIPAA compliance standards.
• Handling deposits if necessary
• Enter treatment invoices into the Point of Sale (POS) system and log points in rewards
  
  

programs.

• Become proficient in the EMR system, ensuring accurate scheduling, message responses,
  
  

and clinician calendar management.

• Book and reschedule patient appointments, confirm appointments 24 hours in advance, and
  
  

monitor the waitlist for scheduling optimization.

• Follow up with patients who miss or cancel their appointment.
• Monitor emails, respond accordingly, and escalate issues when necessary.
• Notify management of facility management issues, including cleanliness, safety, infection
  
  

control, internet connectivity, and maintenance of equipment and supplies.

Facility Maintenance

• Perform opening and closing duties, including cleaning the front lobby area, patient rooms, and maintaining cleanliness standards.
• Ensure the availability of amenities such as coffee and manage laundry and trash disposal.
• Assist with inventory management and restocking of supplies as needed.
• Customer Service and Communication:
• Provide excellent customer service with a focus on patient satisfaction, addressing
• inquiries, and concerns promptly and professionally.
• Communicate client concerns to management, participate in problem resolution, and
• implement preventive measures.
• Collaborate with healthcare providers and other team members to ensure seamless patient experiences.
• Understanding specials
• Professional Development:
• Attend work events, training sessions, and staff meetings to stay updated on industry trends, services, and products.
• Maintain confidentiality of patient information and uphold HIPAA compliance standards at all times.
• Participant in teamwork environment
  
  

During Designated Time Or Down Time

• Reach out to new leads through call or SMS
• Reach out to follow up list provided by providers
• Review list of clients who cancelled in the last 2 weeks who have not yet rescheduled and get them on the books
• review list of clients who did not rebook at the end of their appointment in the past 2 weeks and get them on the books
• Obtain list of lapsed clients from Aspire, Alle, or practice manager, and notify them
• of lapses and any current promotions
• SMS outreach to clients who indicated interest in treatments that are currently on promotion and get them on the books
• Review selling points of treatments and retail products that are being highlighted/
• featured/on promotion for the month so they can better recommend treatments and products to clients
• Review specialty & “best known for” treatments for each provider so they can better
• recommend providers to clients on the phone or in person
• Assist in filming providers if they need help
• Proactively reach out to new leads and clients who have not been into the practice in 90
• days.
• Review selling points of treatments and retail products that are being highlighted/featured/ on promotion for the month so they can better recommend treatments and products to clients.
• Contact patients who have not rebooked for their next appointment following their consultation or treatment visit.
  
  

Qualifications: Additional duties may be assigned

• High school diploma or equivalent required; additional education in healthcare administration or related field preferred.
• Previous experience in a healthcare or medical aesthetics setting preferred.
• Customer service oriented; focusing on patient satisfaction and retention.
• Proficiency in using EMR/scheduling systems, POS systems, and Microsoft Office Suite preferred.
• Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Knowledge of medical terminology, aesthetics services, products, and ingredients is preferred.
• Ability to work effectively both independently and as part of a team. Working Conditions (includes physical demands):
• Prolonged periods in a stationary position; must be able to remain in a stationary position up to 50% of the time
• The person in this position occasionally needs to move about inside the office to access equipment, etc.
• Uses hands/fingers to operate computers and other office machinery, such a calculator, copy machine, and computer printer
• May need to stoop and kneel to access files, or other equipment
• The person in this position needs to be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The person in this position may need to move, transport, position or lift boxes weighing up to twenty pounds across the office for various needs
  
  

Schedule: Approximately 24 hours per week

Monday: 9:00 AM – 5:00 PM

Wednesday: 11:00 AM – 7:00 PM

Friday: 9:00 AM – 5:00 PM

Note

This job description in no way states or implies that these are the only duties to be performed by

the employee(s) incumbent in this position. Employees will be required to follow any other job

related instructions and to perform any other job-related duties requested by any person

authorized to give instructions or assignments. All duties and responsibilities are essential

functions and requirements and are subject to possible modification to reasonably accommodate

individuals with disabilities. To perform this job successfully, the incumbents will possess the skills,

aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude

individuals who pose a direct threat or significant risk to the health or safety of themselves or

others. The requirements listed in this document are the minimum levels of knowledge, skills, or

abilities. This document does not create an employment contract, implied or otherwise, other than

an “at will” relationship.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. This job description is designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. The Employer retains the right to change or assign other duties to this position.