Front Desk in Nashville, Tennessee at Empower Aesthetics

Job Family: Front Desk Associate

Reports to: Practice Manager

FLSA Classification: Non-exempt

Travel: Local

Position Overview:

The Front Desk Associate needs to be highly organized and customer-service oriented. This

individual is responsible for managing various front desk duties in a medical aesthetics

environment, ensuring smooth patient flow, exceptional customer service, and efficient

administrative support to the aesthetic providers. This role requires meticulous attention to

detail, strong communication skills, and a commitment to maintaining patient

confidentiality and satisfaction.

Key Responsibilities:

Patient Management:

• Check patients in for their appointment and obtain patient consents and enter

patient information accurately into the EMR/scheduling system.

• Promptly alert healthcare providers upon patient arrival and ensure timely rooming

of patients.

• Assist in patient comfort by numbing if necessary and preparing them for their

appointments.

• Check patients out of their appointment and ensure they are satisfied upon leaving

the practice.

Administrative Duties:

• Manage incoming calls, direct them appropriately, and monitor voicemail, ensuring

timely responses or escalation as needed.

• Collect payments while adhering to HIPAA compliance standards.

• Handling deposits if necessary

• Enter treatment invoices into the Point of Sale (POS) system and log points in

rewards programs.

• Become proficient in the EMR system, ensuring accurate scheduling, message

responses, and clinician calendar management.

• Book and reschedule patient appointments, confirm appointments 24 hours in

advance and monitor the waitlist for scheduling optimization.

• Follow up with patients who miss or cancel their appointment.

• Monitor emails, respond accordingly, and escalate issues when necessary.

• Notify management of facility management issues, including cleanliness, safety,

infection control, internet connectivity, and maintenance of equipment and

supplies.

Facility Maintenance:

• Perform opening and closing duties, including cleaning the front lobby area, patient

rooms, and maintaining cleanliness standards.

• Ensure the availability of amenities such as coffee and manage laundry and trash

disposal.

• Assist with inventory management and restocking of supplies as needed.

Customer Service and Communication:

• Provide excellent customer service with a focus on patient satisfaction, addressing

inquiries, and concerns promptly and professionally.

• Communicate client concerns to management, participate in problem resolution,

and implement preventive measures.

• Collaborate with healthcare providers and other team members to ensure seamless

patient experiences.

• Understanding specials

Professional Development:

• Attend work events, training sessions, and staff meetings to stay updated on

industry Trends, services, and products.

• Maintain confidentiality of patient information and uphold HIPAA compliance

standards at all times.

• Participant in teamwork environment

Marketing and Outreach:

During designated time or down time:

• Reach out to new leads through call or SMS

• Reach out to follow up list provided by providers

• Review list of clients who cancelled in the last 2 weeks who have not yet

rescheduled and get them on the books

• Review list of clients who did not rebook at the end of their appointment in the

past 2 weeks and get them on the books

• Obtain list of lapsed clients from Aspire, Alle, or practice manager, and notify

them of lapses and any current promotions

• SMS outreach to clients who indicated interest in treatments that are currently

on promotion and get them on the books

• Review selling points of treatments and retail products that are being

highlighted/ featured/on promotion for the month so they can better recommend

treatments and products to clients

• Review specialty & “best known for” treatments for each provider so they can

better recommend providers to clients on the phone or in person

• Assist in filming providers if they need help

• Proactively reach out to new leads and clients who have not been into the

practice in 90+ days.

• Review selling points of treatments and retail products that are being

highlighted/ featured/ on promotion for the month so they can better

recommend treatments and products to clients.

• Contact patients who have not rebooked for their next appointment

following their consultation or treatment visit.

Qualifications:

• Additional duties may be assigned.

• High school diploma or equivalent required; additional education in

healthcare administration or related field preferred.

• Previous experience in a healthcare or medical aesthetics setting

preferred.

• Customer service oriented; focusing on patient satisfaction and

retention.

• Proficiency in using EMR/scheduling systems, POS systems, and

Microsoft Office Suite preferred.

• Strong organizational skills, attention to detail, and ability to multitask in

a fast-paced environment.

• Excellent communication and interpersonal skills, with a customer

centric approach.

• Knowledge of medical terminology, aesthetics services, products, and

ingredients is preferred.

• Ability to work effectively both independently and as part of a team.

Working Conditions (includes physical demands):

• Prolonged periods in a stationary position; must be able to remain in a

stationary position up to 50% of the time

• The person in this position occasionally needs to move about inside the

office to access equipment, etc.

• Uses hands/fingers to operate computers and other office machinery,

such a calculator, copy machine, and computer printer

• May need to stoop and kneel to access files, or other equipment

• The person in this position needs to be able to communicate information

and ideas so others will understand. Must be able to exchange accurate

information in these situations.

• The person in this position may need to move, transport, position or lift

boxes weighing up to twenty pounds across the office for various needs

Note:

This job description in no way states or implies that these are the only duties to be

performed by the employee(s) incumbent in this position. Employees will be required to

follow any other jobrelated instructions and to perform any other job-related duties

requested by any person authorized to give instructions or assignments. All duties and

responsibilities are essential functions and requirements and are subject to possible

modification to reasonably accommodate individuals with disabilities. To perform this job

successfully, the incumbents will possess the skills, aptitudes, and abilities to perform

each duty proficiently. Some requirements may exclude individuals who pose a direct

threat or significant risk to the health or safety of themselves or others. The requirements

listed in this document are the minimum levels of knowledge, skills, or abilities. This

document does not create an employment contract, implied or otherwise, other than an

“at will” relationship.

The employee must be able to perform the essential functions of the position satisfactorily

and, if requested, reasonable accommodation will be made to enable employees with

disabilities to perform the essential functions of their job, absent undue hardship. This job

description is designed to cover or contain a comprehensive listing of activities, duties or

responsibilities that are required of the employee. Duties, responsibilities, and activities

may change, or new ones may be assigned at any time with or without notice. The Employer

retains the right to change or assign other duties to this position.