What are the responsibilities and job description for the Patient Experience & Front Desk Operations position at Trivium Group?
- Greet, check in, and check out clients with warmth and professionalism, ensuring a premium, welcoming experience
- Handle appointment scheduling, confirmations, reschedules, and cancellations through the Company's systems (e.g., Boulevard, GoHighLevel)
- Respond promptly and accurately to client inquiries via phone, text, email, or online platforms
- Provide information on treatments, products, memberships, and promotions, and educate clients on pre- and post-treatment care
- Communicate potential upsell or cross-sell opportunities to clinical staff where appropriate
- Serve as the central link between the front desk, clinical team, and other departments to ensure smooth operational flow, consistent communication, and unified client experience throughout the entire clinic
- Host a weekly/bi-weekly team huddle to discuss KPIs, wins, upcoming goals, etc
- Ensure a strong and coordinated sales process across all departments — clinical, administrative, and marketing — to effectively present, reinforce, and close treatment packages, memberships, and follow-up plans when appropriate
- Maintain a clean, organized, and polished front desk and waiting area that meets clinical standards
- Safeguard patient confidentiality and ensure accurate completion and storage of all intake forms and records
- Verify deposits and intake form completion before client check-in
- Maintain up-to-date knowledge of treatments, pricing, and policies to communicate confidently and accurately with clients
- Answer all phone calls within three (3) rings, avoid placing callers on hold for more than sixty (60) seconds, and return voicemails within thirty (30) minutes during operating hours
- Maintain a calm, friendly, and professional tone in all client interactions, ensuring confidentiality and discretion
- Prepare the facility for daily operations, including all opening and closing procedures
- Support payment processing, daily reconciliation, and accurate record-keeping of transactions
- Oversee cash-handling and reconciliation procedures, ensuring that all payments, deposits, and refunds comply with Company policies and financial controls
- Monitor inventory levels for clinical and retail products; perform counts, track usage, and coordinate timely re-orders
- Manage invoices, accounts payable tracking, and vendor coordination to ensure timely payments
- Coordinate payroll preparation by reviewing and verifying time entries, commissions, and bonuses for accuracy prior to submission through Gusto or other Company systems
- Communicate payroll-related updates or discrepancies to management or the finance team in a timely and confidential manner
- Support the finance and leadership teams in reconciling vendor payments, payroll reports, and monthly operational expenses across locations to ensure compliance and budget alignment
- Maintain up-to-date documentation of nurse licenses, certifications, and other compliance records
- Manage the implementation of new services by coordinating research, contract execution, and system setup within Boulevard or other Company systems
- Track and report weekly and monthly revenue performance to management
- Ensure readiness of patient areas and clinical stations, including proper sanitation, sharps disposal, and supply stocking
- Log into required systems at the start of each shift (Boulevard, GoHighLevel, Gmail, Slack) and send the morning readiness message on Slack
- Complete all end-of-day closing tasks, including reminder texts to injectors, confirmation of next-day appointments, updating the sales sheet, and ensuring proper facility lock-up and power-down
- Collaborate with management on staffing schedules, shift coverage, and resource planning to maintain smooth daily operations
- Assist in vendor and service-provider contract administration, ensuring agreements are up-to-date, compliant, and aligned with Company legal and financial standards
- Ensure compliance with all Company operational SOPs, safety guidelines, and data-security standards. Report any incidents, equipment issues, or compliance breaches promptly to management
- Support cross-location operations by coordinating shared resources, calendars, and escalations between sites as directed by management
- Serve as the on-site system administrator for all operational software (Boulevard, GoHighLevel, Slack, Gmail, etc.), including user setup, access management, troubleshooting, and coordination with support teams for issue resolution
- Assist with new-location launches (or franchise openings) by helping set up systems, front-of-house workflows, supplies, and opening checklists to Company standards
- Provide coverage for front-desk or clinical coordination duties as needed due to staff absence or scheduling gaps. Ensure full front-of-house coverage during all operating hours, including weekends and holidays as scheduled
- Oversee and verify time tracking, lunch breaks, and attendance for on-site staff via Slack and Gusto
- Train or assist in training clinical and front-desk staff on checkout, payment, and end-of-day procedures
- Support onboarding of new employees, preparation of training materials, and maintenance of updated SOPs
- Manage and monitor staff performance, conduct regular check-ins, and communicate feedback or development needs to management
- Coordinate employee records, HR documentation, and ensure compliance with labor laws, Company policies, and confidentiality standards
- Support employee relations by promoting a positive, accountable work culture, escalating any HR or conduct issues to management or HR advisors
- Collaborate with management on staffing plans, role assignments, and coverage needs, ensuring appropriate clinic resourcing at all times
- Promote adherence to Company policies, dress code, professional conduct, and service standards
- Communicate regularly with Company leadership to share feedback, raise issues, and celebrate team achievements
- Contribute to the development and delivery of training playbooks, front-desk certification checklists, and role-based competency standards that can be used across locations
- Participate in the recruiting process by screening candidates, coordinating interviews, and providing feedback on cultural and operational fit
- Assist management and HR in identifying staffing gaps and future talent needs across administrative and clinical roles
- Support onboarding and orientation of new hires to ensure a consistent and compliant training experience
- Maintain a light talent pipeline for front-of-house roles and coordinate cross-location referrals in partnership with management or HR
- Share client insights and service performance feedback to guide promotional initiatives
- Support the coordination of VIP, influencer, or promotional experiences as directed
- Contribute ideas for content creation, events, and social media when applicable
- Encourage online reviews, referrals, and membership renewals to support client retention goals
- Actively support the Company's sales objectives by promoting services, memberships, and retail products in line with client needs and Company standards
- Confidently communicate the value, benefits, and pricing of treatments and packages to encourage informed purchasing decisions
- Track and maintain accurate sales records, ensuring transparency and alignment with Company promotions and policies
- Collaborate with clinical and leadership teams to optimize service conversions, product recommendations, and overall revenue growth
- Ensure marketing materials, brand visuals, and messaging used within the location comply with Company brand guidelines, HIPAA standards, and applicable advertising regulations
- Coordinate with the corporate or regional marketing team on campaign implementation, content approvals, and reporting on marketing ROI or lead performance
- Monitor local marketing partnerships, events, or collaborations, ensuring alignment with brand image and ROI objectives
- Act as the communication bridge between Marketing, Operations, and Clinical teams to guarantee message consistency and flawless campaign execution
- Support localization of corporate campaigns for new or franchise locations while protecting brand standards and required disclosures
- Lead on-site setup, staffing, and operational coordination for Company-hosted events, influencer visits, and local partnership activations
- Work collaboratively with the finance team to monitor expense categories, ensure budget adherence, and flag variances for review
- Maintain accurate and organized vendor, payroll, and contract records to support audits and financial transparency
- Ensure all vendor contracts, leases, and service agreements are reviewed and stored in accordance with Company legal and compliance policies
- Monitor and enforce compliance with HIPAA, OSHA, sanitation, safety, and labor regulations applicable to medical spa operations
- Maintain oversight of facility readiness, safety logs, MSDS sheets, and employee certifications to ensure audit preparedness and continuous compliance
- Report and document any incidents, client complaints, or adverse events in accordance with Company policy and regulatory requirements
- Support Company leadership during external audits, inspections, or legal inquiries by providing timely and accurate information
- Support multi-jurisdiction compliance by escalating location-specific regulatory changes and ensuring adoption of Company policies and required postings across sites
- Respond to client concerns with empathy and professionalism, escalating serious issues to management
- Act as an advocate for clients to ensure any issues are resolved quickly and positively
- Maintain awareness of client satisfaction trends and proactively propose improvements to the client experience process
- Handle client information and communications in full compliance with HIPAA and Company privacy protocols
- Uphold the Company's standards of excellence in service delivery, communication, and operational performance
- Lead by example in professionalism, reliability, and client-focused care
- Responsible for meeting or exceeding key performance indicators (KPIs) as set by management, including revenue growth, client retention, conversion rate, and staff utilization
- Oversee the performance, scheduling, and adherence to Company policies of front desk and support staff as assigned, ensuring consistent service standards and operational compliance
- Provide coaching, feedback, and corrective guidance to team members in collaboration with management
- Proactively identify and implement process improvements to achieve these metrics
- Track, analyze, and report on key operational and client experience metrics, including appointment conversion rates, client satisfaction feedback, and sales or revenue trends, identifying areas for improvement and recommending corrective actions
- Provide daily Slack updates summarizing key metrics (revenue, appointments, cancellations, issues)
- Submit weekly operational reports and monthly summaries including KPI analysis and recommendations
- Setting weekly/monthly goals and conducting reviews with management
- Function as the operational connector between all departments—clinical, administrative, marketing, HR, and finance—ensuring cohesive communication, workflow efficiency, and alignment with Company objectives
- Collaborate with clinical, marketing, and leadership teams to ensure alignment between client experience, operational efficiency, and business goals
- Develop, document, and continuously improve Company policies, SOPs, checklists, and playbooks; maintain version control and ensure adoption across locations and franchisees as directed
- Participate in or lead the development and rollout of new processes, SOPs, or tools designed to improve clinic performance, communication, or client satisfaction
- Assist in managing front-of-house budgets, vendor contracts, and expense tracking to ensure cost-effective operations aligned with Company guidelines
- Ensure compliance with all federal, state, and local regulations applicable to medical spa operations, including HIPAA, OSHA, sanitation, and labor standards
- Maintain oversight of facility readiness, safety logs, and staff certifications to ensure continuous regulatory compliance and audit preparedness
- Drive a culture of accountability, collaboration, and excellence across all departments, acting as the central point that keeps daily operations, communication, and execution connected
- Proactively identify opportunities to improve processes, client satisfaction, and overall clinic performance, and communicate recommendations to management
- Demonstrate initiative, adaptability, and ownership of results, maintaining composure and solution-oriented thinking under pressure
- Support franchise operations as directed by leadership, including training, policy rollout, audit readiness, and periodic performance reviews for network locations
- Responsible for following through on all assigned tasks from leadership meetings until completion, ensuring communication loops are closed and deliverables met
Requirements
- Previous MedSpa, spa, or aesthetic industry experience
- Prior sales, customer service, or hospitality experience is a plus
- 1-3 years of experience is ideal
Work Schedule: 10 am to 6pm
$70k annual base commission
Salary : $70,000 - $110,000