Lead Patient Coordinator LA - Sales Consultant

The Lead Patient Coordinator Supervisor is a part of the leadership team that helps the business continuously grow and improve. They have complete knowledge of the businesss sales and operational procedures and are responsible for implementing strategies and processes to help the business thrive. Above all, they ensure every patients care and service experience is exceptional. The Lead Patient Coordinator is responsible for maintaining all lead follow-up and new client consultations. In addition, they will supervise all day-to-day operations of the front desk employees to assure that all operations are performed in accordance with BHRC standards, policies and procedures.

Job Duties, Responsibilities

Client Service

• Ensure positive client service in all areas

• Respond and resolve all client concerns, taking all appropriate actions to ensure client retention

• Ensure all patients receive excellent patient care and service

• Promote an organized, positive, and motivating work environment.

• Ensure all patients receive a proper consultation, medical examination, and treatment recommendations based on their individual needs, goals and desired outcome

Sales

• Prepare for daily huddle, focusing on the top opportunities.

• Assure that each qualifiable lead will get a Comprehensive Consult as well as a quote on the care plan presented.

• Support the conversion of cold leads into reengaged patients via active focus on outreach strategies and systems.

• Ensure all client leads are promptly contacted and proper follow up is completed and recorded according to BHRC protocol

• Ensure Lead Management Database (Internal Document) is being maintained, updated with new opportunities pulled from our EMR reports and proper Outreach workflow is followed by the PC team

• Focused on engaging the team and individually taking ownership of meeting and exceeding monthly set sales goals

• Maintain proper follow for patient care communication.

• Assure all new client leads are responded to in a timely manner and a full conversion funnel is in place and followed

• Prepare reports on the success on the outreach and submit to upper management for review

• Supervise all daily activities involving front desk staff and patient care assuring the highest level of care and service for all patients.

• Assure all staff are engaged with their assigned duties

• Review clinic schedule to assure all appointments are scheduled correctly, with the right providers, for the right amount of time etc. Make changes as needed.

Operations

• Supports manager with employee schedules and calendar

• Supports manager with keeping track as well as maintaining an adequate stock of clinic supplies

• Complete inventory count and resolve all discrepancies

• Conduct inspections of center for cleanliness and condition

• Ensure all services are rendered in accordance and compliance with BHRC policies and procedures

• Ensure that proper security procedures are in place to protect employees, clients, and company assets.

• Ensure a safe working and client environment to reduce the risk of injury and accidents. Complete incident/accident reports promptly when necessary and follow all BHRC Protocols

• Personnel

• Assist when required with hiring process

• Assess training and development needs and provide training to all Patient Coordinators between locations when needed.

• Provide ongoing training as necessary

• Work with clinic manager to provide ongoing feedback to front desk team to help develop their skill sets

• Ensure all HR policies are enforced

• General

• Works closely with management and Clinic Manager on all areas of the business

• Keeps management and/or Medical Director promptly and fully informed of all issues (e.g., problems, unusual matters of significance, and positive events) and takes prompt corrective action where necessary or suggests alternative courses of action.

• Completes job responsibilities and sales performance objectives in a timely and

• effective manner and in accordance with Beverly Hills Rejuvenation Center policies and procedures.

• Maintain a favorable working relationship with all employees to foster and promote a cooperative and harmonious working climate which will be conducive to

• Adhere to company standards and service levels to increase sales and minimize costs, including supplies, utility, and labor costs.

• Accountable for meeting sales goals

• Responsible for assisting manager with financials (invoices, reporting) and personnel/payroll-related administrative duties

• Maximum employee morale, productivity, and efficiency/effectiveness. Financial

• Experience in the Aesthetic or Medical Spa Industry

  • Minimum of 3-5 years in a client-facing role, ideally as a Patient Coordinator or similar position within a luxury medspa or aesthetic practice.
  • Demonstrated experience in handling high-end clientele with professionalism and discretion.

• Sales and Consultation Skills

  • Proven track record of meeting or exceeding sales goals, with experience in upselling and cross-selling services.
  • Strong understanding of medspa treatments and ability to educate clients about services, benefits, and post-care.
  • Excellent consultation skills, with the ability to assess client needs, recommend appropriate treatments, and convert inquiries into bookings.

• Leadership and Team Support

  • Ability to supervise and support a team of coordinators, stepping in as a leader when the manager is unavailable.
  • Experience in training, coaching, and mentoring new team members on service excellence and sales techniques.

• Exceptional Communication and Customer Service

  • Skilled in managing and de-escalating client concerns to maintain a positive and professional client experience.
  • Strong verbal and written communication skills to interact effectively with clients, team members, and external partners.

• Organizational and Multitasking Abilities

  • Highly organized with the ability to prioritize tasks and manage multiple responsibilities efficiently.
  • Experience with scheduling, managing patient flow, and coordinating resources to ensure a seamless clinic experience.

• Technical and Software Proficiency

  • Proficient in CRM software, POS systems, and other relevant technologies, including proficiency in platforms such as Paycom for performance tracking.
  • Ability to manage data entry, track sales, and report on client metrics accurately.

• Client Relationship Management

  • Skilled in building long-term client relationships to encourage repeat visits and loyalty.
  • Ability to track and remember client preferences, special occasions, and personalized follow-up for an elevated client experience.

• Professionalism and Discretion

  • Maintains confidentiality with client information and ensures all interactions reflect the luxury and premium standards of the medspa.