Office Manager/Client Experience Manager

About the position

The Office Manager/Client Experience Manager serves as a brand ambassador, front-line client coordinator, and sales driver for medical aesthetics. The role oversees the client experience, reception, scheduling and communication, sales conversion, follow-up outreach, office operations, and local business development. It includes oversight of front- and back-office workflows and requires strict adherence to HIPAA privacy regulations.

The manager coordinates staffing and provider schedules, supports patient scheduling in collaboration with the Contact Center, and manages personnel in collaboration with HR. The role also handles daily payment reconciliation, petty cash, purchasing and invoice reconciliation, inventory, medical records compliance, and participation in meetings, seminars, events, and other assigned projects.

Responsibilities
• Welcome clients and patients; manage check-ins and check-outs; maintain a clean, relaxed reception area; provide personalized service; and de-escalate dissatisfied clients or patients.
• Manage appointment bookings and communications by phone, text, email, and direct message; confirm schedules and coordinate clinical flow with the medical team.
• Educate clients about aesthetic services and skin care products and services, supporting sales conversion.
• Make post-treatment care calls as appropriate; encourage and respond to patient reviews while maintaining an NPS above 80; encourage referrals; and manage reactivation outreach.
• Oversee front-office and back-office workflows in compliance with HIPAA privacy requirements.
• Support local marketing events and build relationships with local referral sources.
• Schedule support staff according to provider-to-patient ratios; review the PTO calendar; monitor overtime; manage employee breaks; revise medical and non-medical staff schedules as needed; and maintain time and attendance records for non-physician employees.
• Manage conflicts and promote accountability.
• Maintain medical staff and provider schedules to ensure patients and clients are scheduled appropriately.
• Manage daily patient and client schedules, including productivity, appointment types, reminders, confirmations, and communications, in collaboration with the Contact Center.
• Manage appointment systems, including Next Patient, ZocDoc, DermPro, and ModMed.
• Recruit, retain, orient, train, and coach front- and back-office staff in collaboration with HR; assist with annual performance evaluations for supervised staff.
• Reconcile client and patient payments daily.
• Maintain the petty cash system, ensuring funds are available, receipts are reconciled, and journals reflect transactions.
• Collaborate with Purchasing, Accounts Payable, and Finance to reconcile care slips, packing slips, invoices, and receipts.
• Order and reconcile office supplies and inventory, including products and injectables.
• Ensure medical records comply with HIPAA guidelines and are completed and released according to policy.
• Attend provider and department staff meetings as required and participate in seminars and events as requested.
• Complete other projects and duties as directed by the Territorial Manager or senior management.

Requirements
• 1 to 3+ years of experience in customer service, hospitality, a luxury medical spa, or a high-end retail environment is preferred.
• Exceptional communication and active listening skills, with a warm, service-oriented presence.
• Familiarity with ModMed, patient booking systems, patient review platforms such as Yelp and Google, and Microsoft Office.
• Comfort with consultative selling, tracking key performance indicators (KPIs), and driving client retention.

Nice-to-haves
• General understanding of medical and cosmetic dermatology is preferred.
• Experience in customer service, hospitality, a luxury medical spa, or a high-end retail environment is preferred.