Front of House Coordinator

3 weeks ago

London, United Kingdom London Aesthetic Medicine Full time

Front of House Coordinator (Full Time) - an opportunity has arisen to oversee our front of house, patient journey, providing reception, administrative and patient support services for the Clinic. As a dual role there is a requirement to provide treatments within the remit of medical aesthetician as required.

Job Purpose:

- To receive, assist and direct patients in assessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
- Working with the database to create a loyal and growing customer base and ensure patient retention
- To provide general assistance to the practice team and to project a positive and professional image to patients and other visitors, either in person or via the telephone, ensuring the luxury positioning of the Clinic environment.
- Critical brand ambassador to maintain LAM to the highest professional standards and of a premium / luxury brand.
- To be instrumental in increasing revenue and working with the clinic team to develop the clinic and grow the business.
- To provide general assistance to the practice team and to project a positive and professional image to patients and other visitors, either in person or via the telephone, ensuring the luxury positioning of the Clinic environment.
- To chaperone the Medical team as required as additional team support in the absence of the Patient Coordinator
- To provide treatments as per medical aesthetician, delivering in accordance with LAM protocols and maintaining LAM standards.
- Assist with other tasks as required to support LAM academy/conferences/additional projects (occasional travel maybe required, possibility of occasional international travel)

Job Duties:

- **Patient Management**_
- Greeting visitors to the Clinic warmly and guiding through any initial protocols; representing the business with a positive attitude and professional appearance
- Signing clients in and giving them the correct paperwork/use of electronic tablet to fill in and answering questions about the client consent/clinic forms if asked
- Answering questions about products or services offered at the business and knowledge of brands and services provided at the Clinic (training provided)
- Taking / directing calls and scheduling appointments and meeting times including answering questions about office hours and practitioner rotas
- Working closely with the Patient Coordinator to ensure Clients receive the best customer service and provide customer support.
- Taking payments and recording accurately using the CRM system
- To be instrumental in increasing skin care sales and advising clients with the purchasing of skincare products
- Supporting patient rebooking and follow ups as appropriate
- **Clinic Administration**_
- Organising and maintaining the reception area, administrative office, and the practice, including appropriate cleaning after each client in line with Covid19 protocols.
- Arranging catering for meetings and daily office use
- Completing administrative tasks like filing and delivering and accepting mail
- To proactively use the CRM system to increase bookings, maintain treatment bookings, rebook lost patients and cross sell additional services to. Keeping basic office supplies stocked and accessible to visitors and ordering supplies for the rest of the office
- Maintaining good relationship with the building’s porter, other tenants and the landlords’ representatives.
- Completing end of day reconciliation
- **Medical Aesthetician Patient Care**_
- Meeting standards and ensuring high standards of patient care
- Conversion of new patients and appropriate referral to other Clinicians within Lam Clinic
- Provide a warm safe trusting environment, assess patients, provide a through consultation and create a bespoke treatment plan converting to suitable treatments and products, delivering excellent care customer service and safe practice at all stages of the patient journey
- Provide expert advice on non-surgical treatments and skincare, answering questions about products or services offered at LAM and knowledge of brands and services provided at the Clinic
- Deliver a variety of advanced face and body treatments using different technologies and modalities including the use of energy-based devices / lasers / IPL / etc in accordance with LAM protocols and manufacturers guidelines
- A thorough skin health assessment is performed according to LAM clinic protocols
- Oversee pre and post treatment care providing clear communication and ensuring safety of patients at all times
- Ensuring all patients are fully consented and have a full understanding of all information related to recommended treatments and products
- Supporting patient rebooking and follow ups/courtesy calls as appropriate
- Working with the clinic manager to support and manage any patient concerns and complaints to achieve a satisfactory resolution
- To work with the Medical team and clinic manager to support patients and manage any complication

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