Client Experience Manager

About Us:

We are a multi-award-winning medical aesthetics practice based in beautiful Marin County, CA, on a mission to inspire confidence so that our patients can lead happier, more fulfilling lives. Our unique brand has been described as “lightning in a bottle”—the antithesis of a “tox mill.”

Our women-led organization is growing quickly and seeking a smart, organized, fun, and initiative-taking Client Experience Manager. The ideal candidate is passionate about the aesthetics industry and excited to learn and grow with a nimble, entrepreneurially spirited team. When you join our team, you become part of a family and a best-in-class culture. If you are a resourceful self-starter with a passion for aesthetics, this may be a dream opportunity for you. Since opening our doors in 2022, we have experienced year-over-year growth and are on track to cross our next million-dollar milestone.

About they Opportunity:‍

As Client Experience Manager, you will play a key role in ensuring the smooth and efficient operation of our practice while delivering an exceptional, concierge-level patient experience. This role involves overseeing administrative functions, managing patient relations, and supporting the clinical team. You will be responsible for managing day-to-day office operations, creating a positive environment for both staff and patients, and ensuring that all processes run seamlessly. A strong focus on organization, leadership, and effective communication is essential.

In addition, this role is responsible for actively managing patient treatment plans from initial consultation through completion, including reviewing and approving pre-treatment assessments, coordinating care plans with providers, and ensuring patients are properly prepared for treatment. You will oversee new patient follow-up, ensuring timely outreach, education, and continuity of care to drive patient satisfaction, retention, and outcomes.

The Client Experience Manager will also play a critical role in selling and closing treatment plans, identifying opportunities for upselling and cross-selling appropriate services and products in alignment with provider recommendations and patient goals. This position requires confidence in discussing pricing, packages, memberships, and financing options while maintaining an ethical, patient-centered approach.

Additionally, you will manage and oversee the Patient Care Coordinator, providing leadership, training, performance feedback, and accountability to ensure consistent service standards and effective conversion of consultations into treatments. You will collaborate closely with clinical providers and leadership to optimize workflows, improve patient engagement, and support revenue growth.

This is a full-time, hourly-based role, Monday through Friday, 9:00am–5:30pm (or until the last patient is completed for the day).

Key Responsibilities:

• Office Management: Work closely with the Assistant Manager to oversee daily office operations.
  
• Front Desk Management: Greet and welcome patients by first name, answer incoming calls, take patient photos, schedule follow-up appointments, and handle POS transactions.
  
• Team Coordination: Work closely with the clinical and administrative teams to ensure seamless communication and collaboration. Facilitate staff scheduling and ensure the team is well-supported to deliver optimal patient care.
  
• Patient Experience: Maintain a high standard of service, ensuring that all patient interactions are handled professionally and empathetically. Address patient concerns promptly to ensure satisfaction.
  
• Appointment and Calendar Management: Supervise and manage patient appointments, ensuring the office calendar is organized and optimized. Confirm and reschedule appointments efficiently.
  
• Compliance and Confidentiality: Uphold the highest standards of patient confidentiality and ensure adherence to HIPAA and other regulatory requirements. Maintain accurate and up-to-date patient records.
  
• Facility Maintenance: Ensure the office environment is clean, organized, and welcoming. Coordinate with cleaning staff and suppliers to maintain a professional atmosphere.
  
• Administrative Support: Manage office documentation, correspondence, and other administrative tasks. Ensure all paperwork, forms, and materials are current and accessible.
  
• Continuous Improvement: Regularly evaluate office procedures to identify opportunities for operational improvements and implement solutions to enhance the overall patient experience.
  

Qualifications:

• Previous experience in office management, luxury retail, or an administrative role.
  
• Strong leadership and organizational skills, with the ability to manage a team and oversee multiple tasks in a fast-paced environment.
  
• Excellent verbal and written communication skills, with the ability to engage positively with patients and team members.
  
• Proficiency in office software and scheduling systems.
  
• High attention to detail and a commitment to maintaining confidentiality and professionalism.
  
• A proactive, positive attitude and a commitment to delivering exceptional service.
  
• Ability to adapt to new technologies and systems as needed.

Compensation + Benefits‍

We value each team member and are dedicated to creating a supportive and collaborative work environment. We offer the opportunity to grow and advance in a rewarding field while contributing to an organization that prioritizes patient care and continuous improvement. Whether you have experience in medical aesthetics or are eager to learn, we invite you to be part of our team and help us deliver remarkable experiences for our patients.

We offer fantastic compensation based on experience with base hourly plus incentive opportunities, benefits including health coverage and PTO, and long-term growth opportunities.