Practice Concierge

Job Summary

Gallaher Plastic Surgery & MedSpa is seeking a Full-Time Practice Concierge to join our team. The Practice Concierge serves as the first point of contact for our practice and plays an essential role in creating a welcoming, professional, and exceptional patient experience.

This position is responsible for greeting patients, coordinating appointments, assisting with check-in and check-out, supporting clinical and administrative operations, and ensuring clear, friendly, and professional communication throughout each patient's visit.

The ideal candidate is personable, highly organized, detail-oriented, and thrives in a fast-paced, patient-focused environment. We are looking for a dependable, team-oriented individual who takes pride in delivering outstanding customer service while supporting the daily operations of a busy plastic surgery and medical spa practice.

Position Details

• Employment Type: Full-Time
• Schedule: Full-time schedule based on practice needs.
• Saturday Requirement: Saturday availability is required for applicants interested in the Knoxville location.

Important: This is a full-time position. Scheduling requirements may vary by location, and applicants must be available to meet the scheduling needs of their selected location.

Key Responsibilities

Patient Experience & Service Excellence

• Warmly welcome patients, assist with check-in and check-out, and guide them through their visits with professionalism and care.
• Anticipate patient needs and address questions or concerns promptly and courteously.
• Foster a positive, relationship-focused environment that encourages patient satisfaction, loyalty, and return visits.
• Resolve minor patient concerns or service issues using sound judgment and a hospitality-focused approach, escalating matters to management when appropriate.
• Support overall practice operations by performing additional duties as assigned and assisting team members as needed.

Operational & Practice Support

• Coordinate with clinical and aesthetic providers to maintain efficient patient flow and minimize delays.
• Prepare consent forms and pre-appointment documentation, assist with NexTech documentation, and communicate relevant updates to appropriate team members.
• Maintain a clean, organized, professional, and welcoming front desk and lobby environment.
• Ensure front office workspaces remain appropriately stocked, organized, and ready for daily operations.
• Complete assigned daily cleanliness and operational checklists, including laundry, restroom upkeep, patient room preparation, dusting, vacuuming, and trash removal as needed.
• Work collaboratively with clinical, aesthetic, and administrative teams to support efficient daily operations.

Scheduling & Communication

• Accurately schedule appointments, treatments, and consultations across multiple providers and practice locations.
• Confirm appointments, manage waitlists, and coordinate schedule adjustments to accommodate patient and provider needs.
• Communicate essential patient information, appointment updates, and scheduling changes to appropriate team members.
• Conduct weekly patient outreach using applicable platforms, including Alle, Cherry, CareCredit, Aspire, PatientFi, and Prosper, to support patient engagement, retention, and awareness of available benefits.
• Provide administrative and scheduling support to the Patient Care Coordinator as directed.
• Assist with incoming calls, patient inquiries, and other communication channels to ensure timely and professional responses.

Financial Responsibilities

• Accurately collect and process patient payments while maintaining a professional and confidential environment.
• Assist with end-of-day reconciliation procedures, ensuring deposits, payment records, and transaction logs comply with practice protocols.
• Prepare treatment quotes and accurately manage prepaid services within NexTech.
• Assist patients with questions regarding loyalty programs, financing options, and payment platforms, including Alle, Cherry, CareCredit, and other approved programs.

Records & Compliance

• Maintain accurate patient records in accordance with HIPAA regulations, confidentiality requirements, and established practice policies.
• Ensure accuracy and compliance in documentation, scheduling, and financial transactions.
• Manage administrative correspondence workflows, including incoming and outgoing faxes, coordination of patient letters for Dr. Gallaher, and processing of medical records requests.
• Ensure all patient communications and records-related activities are handled accurately, promptly, and in accordance with applicable policies and regulations.

Product & Retail Support

• Develop and maintain a working knowledge of the practice's medical spa services, skincare products, and retail offerings.
• Assist patients with general product information, basic recommendations within the scope of the position, and retail purchases.
• Support monthly retail inventory processes, including product counts, organization, and replenishment activities as needed.

Education & Experience

• High school diploma or equivalent required; bachelor's degree preferred.
• Minimum of three years of experience in a medical office, plastic surgery practice, dermatology office, or medical spa environment preferred.
• Previous experience in hospitality, customer service, or other high-touch, patient-facing roles is highly desirable.
• Experience with electronic medical records (EMR) systems, scheduling platforms, and payment processing preferred.
• Familiarity with NexTech or similar practice management software is a plus.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills with a strong emphasis on professionalism, hospitality, and patient satisfaction.
• Strong organizational abilities with exceptional attention to detail and accuracy.
• Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced, high-volume environment.
• Sound judgment, professionalism, and the ability to remain composed under pressure.
• Strong critical thinking, problem-solving, and conflict resolution skills.
• Ability to work collaboratively with providers, management, and administrative team members.
• Dependable, punctual, adaptable, and committed to maintaining a positive team environment.
• Comfortable learning new technology, practice management systems, and patient communication platforms.
• Ability to maintain a full-time work schedule and meet the scheduling requirements of the selected location.

Work Schedule & Availability

This is a FULL-TIME position. Candidates must be available to work a full-time schedule based on the operational needs of their selected practice location.

Applicants interested in the Knoxville location must have Saturday availability. Saturday availability is not a universal requirement for all locations.

Gallaher Plastic Surgery & MedSpa is committed to providing exceptional patient care and service. We are seeking individuals who share our dedication to professionalism, teamwork, and creating an outstanding patient experience.