Patient Experience Manager

Description

Think of the Concierge Manager as a Studio Manager without the treatment rooms, and with a team split between our Costa Mesa headquarters and a third-party call center partner. You own your numbers, your culture and your results the same way every NakedMD studio leader does, and you hold every agent who speaks for NakedMD to that standard, no matter where they sit. If you lead like an owner, run a tight operation and expect your team to make the studios proud, keep reading.

Call Center Operations & Performance

•    Run the daily operations of NakedMD's call center the way a Studio Manager runs a location: staffing, scheduling, queue management, workflow and hitting performance targets across both the on-site team and our third-party partner.

•    Own the KPIs for both teams, including inbound and outbound volume, average handle time, first-call resolution, appointment conversion, abandoned calls and patient satisfaction.

•    Build and keep improving call scripts, escalation protocols and workflows so every patient gets the same NakedMD experience, whether they reach our in-house team or our partner.

•    Oversee all outbound concierge work: follow-up calls, reactivation outreach, appointment reminders, post-treatment check-ins and membership retention.

•    Own email management from end to end. Run the patient inbox, inbound and outbound, with fast, on-brand replies to every inquiry, and manage outbound email for follow-ups, reminders and reactivation.

•    Own the phone system and email systems, along with the CRM and scheduling tools. Keep them running, set them up the right way and make sure both teams are trained on them and actually using them.

On-Site Team Leadership & Development

•    Lead and develop the on-site concierge team at our Costa Mesa headquarters. Set clear expectations, coach often and invest in each person's growth.

•    Hold regular one-on-ones, live call monitoring and formal reviews for on-site direct reports, with specific feedback people can act on.

•    Build and maintain training on our full service menu, scheduling systems, call standards, objection handling and patient experience.

•    Schedule the on-site team to cover all hours of operation and adjust quickly when volume or staffing shifts.

•    Build a team that is warm, accountable and focused on patients. For anyone who hasn't walked into a studio yet, our agents are the studio.

•    Respect the diversity of our patients and our team, and hold every Concierge Representative to the same standard of inclusive, professional communication.

Third-Party Call Center Oversight

•    Manage our relationship with the third-party call center day to day, keeping their agents aligned with our on-site standards, workflows and patient experience expectations.

•    Act as the main point of contact between the vendor and headquarters for process changes, performance expectations and brand updates.

•    Hold the vendor to its service levels. Track their quality scores, call adherence, conversion and patient satisfaction with the same rigor as the on-site team.

•    Roll out training, script updates and protocol changes to our team and the vendor at the same time so nobody is working from old information.

•    Spot performance or communication gaps with the vendor, work them through with the vendor's leadership and bring anything bigger to the District Manager with context and a recommended plan.

Patient Experience & Escalations

•    Set the standard for patient communication on every channel (calls, email, text and digital) across both teams.

•    Be the senior escalation point for complaints and complex concerns agents can't resolve, and handle them quickly, with empathy and a clear path to resolution.

•    Own our Google and Yelp reviews. Respond to every review, good or bad, in a way that sounds like us, flag patterns to studio leadership and help grow our ratings over time.

•    Watch satisfaction scores, review trends and feedback and turn what you learn into coaching and process changes.

•    Work as a peer with Studio Managers and the District Manager on scheduling, patient handoffs, escalation paths and consistency across locations.

•    When we get something wrong, own it openly and fix it. Your team will follow your lead.

Revenue & Appointment Conversion

•    Own the call center's contribution to revenue, in-house and through our partner, including appointment conversion, membership enrollment and reactivating lapsed patients.

•    Give agents the product knowledge, consultation language and objection handling they need to book appointments with confidence.

•    Work with marketing on campaigns so both teams are briefed and staffed to handle the inbound volume.

•    Track and report on new patient acquisition, show rates, cancellation and no-show recovery, and membership conversion.

Reporting, Compliance & Continuous Improvement

•    Send regular combined reports to the District Manager covering both teams: metrics, team performance, satisfaction trends and revenue.

•    Find inefficiencies and recurring patient pain points and work with studio and operations leaders to fix them.

•    Make sure all patient communication and data handling follows HIPAA and other privacy rules on both teams, with extra attention to how our third-party partner handles patient data.

•    Keep up with best practices in multi-site and outsourced call center management, patient experience and aesthetic medicine, and share what's useful.

Requirements

•    Experience: 5+ years managing a call center or patient experience team. Experience managing an outsourced call center or vendor is a big plus, and a med spa, luxury wellness or healthcare background is preferred.

•    Leadership: You run your team like a Studio Manager runs a studio, with high standards, real accountability and genuine investment in your people, in-house and outsourced.

•    Operations: You know call center metrics, workflow design and the tools behind them, and you use data to coach both teams.

•    Telephony: You know your way around phone systems (VoIP, call routing, IVR, queues and call recording) and can troubleshoot or work with the provider when something breaks.

•    Vendor management: You know how to hold a third-party partner accountable to service levels, contracts and brand standards, and you make sure nothing gets lost in the handoff.

•    Patient first: Every call is a chance to earn trust. You hold yourself and every agent to that.

•    Aesthetics knowledge: Familiarity with med spa services, injectables, memberships and treatment menus helps. We'll train you on our specific offerings.

•    HIPAA: You understand patient privacy and keep every agent compliant, including third-party agents handling patient data.

Benefits

• Comprehensive health insurance including medical, dental, and vision coverage
• Employee discounts on NakedMD services and memberships
• Opportunities for professional development and training
• Supportive, team-oriented work environment at our Costa Mesa headquarters