Job title: Aesthetician/Front Desk Associate

Reports to: Practice Manager

Supervisor: No

FLSA Classification: Non-exempt

Travel: Local

Position Overview:

The Aesthetician/Front Desk Associate plays a vital dual role in delivering outstanding patient experiences and supporting the day-to-day operations of the med spa. This licensed professional provides aesthetic treatments while managing front desk responsibilities such as patient communications, scheduling, and appointment coordination. Serving as both a clinical provider and a patient concierge, this individual helps create a welcoming, seamless experience from initial inquiry through follow-up and rebooking. Success in this role requires a blend of technical expertise, exceptional interpersonal skills, attention to detail, and a proactive approach to patient engagement and retention.

Key Responsibilities or (Core Contributions):

Patient Consultation and Education:

• Conduct thorough consultations to assess each patient's skin care needs and goals.

• Provide personalized instructions and educational materials tailored to each patient's skin type, and recommend regimen adjustments as needed.

• Assist in service knowledge training for non-clinical staff members.

Treatment Administration:

• Administer aesthetic treatments according to established treatment plans and patient orders.

• Ensure the safe and effective delivery of treatments while maintaining patient comfort and satisfaction.

• Prepare patients for appointments, including providing numbing services as needed.

Collaboration and Documentation:

• Collaborate with other aesthetic providers to develop comprehensive treatment plans and recommend appropriate products and services.

• Maintain accurate, detailed medical records documenting procedures, product usage, medication history, and educational materials distributed.

Marketing and Social Media Assistance:

• Create social media content by capturing photo and video of treatments, before-and-after results, patient testimonials, and product or service education.

• Collect and save photo release forms from patients to ensure posting compliance.

• Collaborate with local and corporate marketing teams so content follows branding guidelines and promotes the practice's services effectively.

Front Desk Patient Management:

• Greet and check in patients, ensuring accurate entry of patient information and consents into the EMR system.

• Alert clinicians promptly upon patient arrival and facilitate timely rooming.

• Check patients out post-appointment, confirm their satisfaction, and encourage them to book their next appointment before leaving.

Administrative Duties:

• Answer incoming calls, direct them appropriately, and monitor voicemails for timely response or escalation.

• Book and reschedule appointments, confirm appointments 24 hours in advance, and optimize the schedule using the waitlist.

• Follow up with patients who miss or cancel appointments.

• Collect payments in compliance with HIPAA standards and manage deposits when required.

• Enter treatment invoices into the POS system and log rewards program points accurately.

• Handle emails, escalate issues as needed, and report facility-related concerns.

Facility Maintenance:

• Perform opening and closing duties, keeping the front lobby, treatment rooms, and overall facility clean and welcoming.

• Manage amenities such as coffee, and oversee laundry and trash disposal.

• Assist with inventory management and supply restocking as needed.

Customer Service, Sales, and Retention:

• Provide exceptional customer service, addressing inquiries and concerns professionally and communicating client concerns to management.

• Stay current on monthly specials, featured treatments, and product selling points to recommend services and retail products that add value to each patient's care.

• Convert patient interactions into revenue opportunities, leveraging clinical knowledge to recommend providers, treatments, and products aligned with patient needs.

• Contact new leads via call or SMS during downtime.

• Follow up with clients who canceled or did not rebook in the last two weeks.

• Contact patients who have not visited in 90+ days with personalized offers and relevant promotions.

• Document all outreach and sales-related interactions to measure impact and effectiveness.

Compliance and Safety:

• Adhere to patient communication protocols defined by the practice and seek supervision when necessary.

• Monitor equipment for proper operation and maintain treatment rooms and work areas in compliance with OSHA standards.

• Maintain patient confidentiality and HIPAA compliance in all aspects of work.

Professional Development:

• Participate in in-service education, training sessions, work events, and staff meetings to stay current on industry trends and best practices.

• Maintain a valid Aesthetician license, and a laser hair removal license if required, in accordance with state regulations.

Qualifications:

• High school diploma or equivalent required.

• Current state license as an Aesthetician required (an additional Laser Hair Removal Technician license may be necessary depending on state requirements).

• Minimum of two years of experience in a medical office setting as an aesthetician or laser technician preferred.

• Front desk, reception, or sales experience in a medical aesthetics or healthcare setting preferred.

• Extensive knowledge of skin care treatments, elective services, products, and terminology.

• Proficiency in EMR systems, POS systems, and Microsoft Office Suite preferred.

• Strong customer service orientation with a focus on patient retention and satisfaction.

• Exceptional communication, interpersonal, and problem-solving skills.

• Highly organized and detail-oriented, with the ability to multitask and shift between clinical and front desk duties in a fast-paced environment.

• Ability to work collaboratively as part of a healthcare team.

• Self-motivated, with a proven ability to contribute to team goals and individual sales targets.

• Empathetic approach towards patient needs and concerns.

Working Conditions (includes physical demands):

• Prolonged periods in a stationary position, including standing or sitting during treatments and at the front desk; must be able to remain in a stationary position up to 50% of the time.

• The person in this position regularly moves between the front desk, lobby, and treatment rooms to greet patients, room them, and access equipment.

• Uses hands/fingers to perform treatments and to operate computers, phones, POS systems, and other office machinery.

• May need to stoop and kneel to access files, supplies, 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.