Patient Experience & Lead Conversion Coordinator

Description

THE ROLE

This is not a receptionist job. It is the most patient-facing, revenue-critical non-clinical role in our practice.

You are the first person every patient meets and the last person they see before they leave. In between, you run the operational rhythm of the spa: managing leads through our CRM, converting inquiries into booked appointments, welcoming patients, supporting our providers during treatments, turning rooms, handling checkout, managing inventory, reconciling cash, and creating content that builds our reputation online.

Your primary job is filling the appointment book with the right patients and making sure every person who walks through our doors has an experience worth talking about. You are measured on lead conversion, show rates, rebooking, reviews, and referrals. If those numbers go up week over week, you are succeeding.

Our providers are the clinical authority. You are the person who makes the patient feel known and cared for before, during, and after their visit. Those are two different roles, and both matter.

WHAT YOU OWN

Lead Capture & Conversion

• Work inbound leads through our CRM with structured daily callback blocks
• Respond to every inquiry same-day - no lead sits unread overnight
• Convert leads to booked appointments through consultative, no-pressure conversation
• Manage the commitment sequence that turns a calendar slot into a patient who actually shows up

Patient Experience & Provider Support

• Greet patients by name, settle them in, and run the intake process including photo skin analysis
• Support the provider by managing patient flow, turning treatment rooms, and keeping the schedule tight
• Run checkout with a clinical frame - restate what was done, what was recommended, let the patient decide
• Execute the post-visit follow-up arc: same-night check-in, follow up touchpoints, review calls, and rebook prompts

Operations & Inventory

• Open and close the spa, maintain an immaculate environment that matches our brand standard
• Keep inventory in pristine order - products accounted for, supplies stocked, nothing runs out
• Process payments, reconcile cash daily, and maintain airtight financial tracking
• Maintain HIPAA compliance and patient confidentiality at all times

Content & Reputation

• Capture before/after patient content with proper consent
• Create and post regularly to social media in brand voice
• Write Google review responses that are specific, warm, and sound like they came from our provider
• Film short video walkthroughs and provider content for social channels

WHO THRIVES IN THIS ROLE

You have worked in a clinical aesthetics environment - a med spa, dermatology practice, plastic surgery office, or cosmetic dentistry practice. You have run patient check-ins, handled consent forms, managed checkout conversations, and you understand where the line sits between patient education and clinical advice. HIPAA is something you live, not something you took an online course about.

You sell by caring, not by closing. When a patient hesitates at checkout, your instinct is to ask what feels right for them - not to find another angle. You make a recommendation once from the patient’s perspective. If they say no, you affirm the decision. You do not create urgency, re-pitch, or reference offer deadlines. This is how you actually think, not a technique you can turn on.

You are specific by default. When a patient leaves, the last thing you say references something about their visit - not “have a great day.” When you respond to a Google review, you mention what the reviewer actually said. Generic warmth is not your mode.

You catch things before they become problems. You notice when a follow-up call window is approaching and the schedule is full. You flag it today, not tomorrow. You don’t wait to be told something is falling through - you surface it. You have a system for tracking tasks that belongs to you, not to your manager.

You know what you don’t know. When a patient asks a clinical question you can’t answer, you route it to the provider without hesitation. You do not fill the gap with confident-sounding speculation, even when the patient pushes. This line does not move under social pressure.

REQUIREMENTS

• 2+ years in a patient-facing role in a clinical aesthetics or medical practice setting
• Proficiency with CRM/scheduling platforms - you will work in these daily from Week 1
• Comfortable creating social media content: before/after photos, short video, captions in a consistent brand voice
• Strong written communication - your texts, emails, and review responses represent our practice
• You can manage multiple priorities simultaneously without the patient in front of you feeling it

THIS ROLE IS PROBABLY NOT A FIT IF

• Your background is in high-volume chain med spas - the transactional model those environments train is the opposite of how we operate
• You have not worked in a clinical setting - the patient-facing instincts this role requires from Day 1 take too long to develop without that foundation
• Your approach to sales involves urgency, scarcity, or overcoming objections - that language has no place in our practice

COMPENSATION & DETAILS

• $18-$20 per hour depending on experience
• Full-time, Tuesday through Saturday
• Performance-based bonuses tied to lead conversion and patient experience metrics
• Centennial, CO location

HOW TO APPLY

Submit your resume. In place of a generic cover letter, answer this one question in a few sentences:

Tell us about a time a patient or client was hesitant about a purchase or recommendation. What did you do, and how did it end?

Your answer tells us more about your fit for this role than your resume does.

Requirements

REQUIREMENTS

• 2+ years in a patient-facing role in a clinical aesthetics or medical practice setting
• Proficiency with CRM/scheduling platforms - you will work in these daily from Week 1
• Comfortable creating social media content: before/after photos, short video, captions in a consistent brand voice
• Strong written communication - your texts, emails, and review responses represent our practice
• You can manage multiple priorities simultaneously without the patient in front of you feeling it

Salary Description

$18/hr - $20/hr