Trivium Group · 6 hours ago
Patient Experience & Front Desk Operations
Miami, FL
Part-time
Onsite
Entry, Mid Level
1+ years expTrivium Group is a company focused on enhancing client experience in a healthcare setting. They are seeking a Patient Experience & Front Desk Operations professional to manage client interactions, oversee operational processes, and ensure a seamless experience across departments.
AdvertisingBrand Marketing
Hiring Manager
Nour Nassar
Responsibilities
Greet, check in, and check out clients with warmth and professionalism, ensuring a premium, welcoming experience
Handle appointment scheduling, confirmations, reschedules, and cancellations through the Company’s systems (e.g., Boulevard, GoHighLevel)
Respond promptly and accurately to client inquiries via phone, text, email, or online platforms
Provide information on treatments, products, memberships, and promotions, and educate clients on pre- and post-treatment care
Communicate potential upsell or cross-sell opportunities to clinical staff where appropriate
Serve as the central link between the front desk, clinical team, and other departments to ensure smooth operational flow, consistent communication, and unified client experience throughout the entire clinic
Host a weekly/bi-weekly team huddle to discuss KPIs, wins, upcoming goals, etc
Ensure a strong and coordinated sales process across all departments — clinical, administrative, and marketing — to effectively present, reinforce, and close treatment packages, memberships, and follow-up plans when appropriate
Maintain a clean, organized, and polished front desk and waiting area that meets clinical standards
Safeguard patient confidentiality and ensure accurate completion and storage of all intake forms and records
Verify deposits and intake form completion before client check-in
Maintain up-to-date knowledge of treatments, pricing, and policies to communicate confidently and accurately with clients
Prepare the facility for daily operations, including all opening and closing procedures
Support payment processing, daily reconciliation, and accurate record-keeping of transactions
Oversee cash-handling and reconciliation procedures, ensuring that all payments, deposits, and refunds comply with Company policies and financial controls
Monitor inventory levels for clinical and retail products; perform counts, track usage, and coordinate timely re-order
Manage invoices, accounts payable tracking, and vendor coordination to ensure timely payment
Coordinate payroll preparation by reviewing and verifying time entries, commissions, and bonuses for accuracy prior to submission through Gusto or other Company system
Communicate payroll-related updates or discrepancies to management or the finance team in a timely and confidential manner
Support the finance and leadership teams in reconciling vendor payments, payroll reports, and monthly operational expenses across locations to ensure compliance and budget alignment
Maintain up-to-date documentation of nurse licenses, certifications, and other compliance records
Track and report weekly and monthly revenue performance to management
Ensure readiness of patient areas and clinical stations, including proper sanitation, sharps disposal, and supply stocking
Complete all end-of-day closing tasks, including reminder texts to injectors, confirmation of next-day appointments, updating the sales sheet, and ensuring proper facility lock-up and power-down
Collaborate with management on staffing schedules, shift coverage, and resource planning to maintain smooth daily operations
Serve as the on-site system administrator for all operational software (Boulevard, GoHighLevel, Slack, Gmail, etc.), including user setup, access management, troubleshooting, and coordination with support teams for issue resolution
Provide coverage for front-desk or clinical coordination duties as needed due to staff absence or scheduling gaps. Ensure full front-of-house coverage during all operating hours, including weekends and holidays as scheduled
Oversee and verify time tracking, lunch breaks, and attendance for on-site staff via Slack and Gusto
Train or assist in training clinical and front-desk staff on checkout, payment, and end-of-day procedures
Support onboarding of new employees, preparation of training materials, and maintenance of updated SOPs
Manage and monitor staff performance, conduct regular check-ins, and communicate feedback or development needs to management
Coordinate employee records, HR documentation, and ensure compliance with labor laws, Company policies, and confidentiality standards
Support employee relations by promoting a positive, accountable work culture, escalating any HR or conduct issues to management or HR advisors
Contribute to the development and delivery of training playbooks, front-desk certification checklists, and role-based competency standards that can be used across locations
Participate in the recruiting process by screening candidates, coordinating interviews, and providing feedback on cultural and operational fit
Maintain a light talent pipeline for front-of-house roles and coordinate cross-location referrals in partnership with management or HR
Share client insights and service performance feedback to guide promotional initiatives
Support the coordination of VIP, influencer, or promotional experiences as directed
Contribute ideas for content creation, events, and social media when applicable
Encourage online reviews, referrals, and membership renewals to support client retention goals
Actively support the Company’s sales objectives by promoting services, memberships, and retail products in line with client needs and Company standards
Confidently communicate the value, benefits, and pricing of treatments and packages to encourage informed purchasing decisions
Track and maintain accurate sales records, ensuring transparency and alignment with Company promotions and policies
Coordinate with the corporate or regional marketing team on campaign implementation, content approvals, and reporting on marketing ROI or lead performance
Monitor local marketing partnerships, events, or collaborations, ensuring alignment with brand image and ROI objectives
Act as the communication bridge between Marketing, Operations, and Clinical teams to guarantee message consistency and flawless campaign execution
Lead on-site setup, staffing, and operational coordination for Company-hosted events, influencer visits, and local partnership activations
Work collaboratively with the finance team to monitor expense categories, ensure budget adherence, and flag variances for review
Maintain accurate and organized vendor, payroll, and contract records to support audits and financial transparency
Ensure all vendor contracts, leases, and service agreements are reviewed and stored in accordance with Company legal and compliance policies
Monitor and enforce compliance with HIPAA, OSHA, sanitation, safety, and labor regulations applicable to medical spa operations
Maintain oversight of facility readiness, safety logs, MSDS sheets, and employee certifications to ensure audit preparedness and continuous compliance
Report and document any incidents, client complaints, or adverse events in accordance with Company policy and regulatory requirements
Support Company leadership during external audits, inspections, or legal inquiries by providing timely and accurate information
Support multi-jurisdiction compliance by escalating location-specific regulatory changes and ensuring adoption of Company policies and required postings across sites
Respond to client concerns with empathy and professionalism, escalating serious issues to management
Act as an advocate for clients to ensure any issues are resolved quickly and positively
Maintain awareness of client satisfaction trends and proactively propose improvements to the client experience process
Handle client information and communications in full compliance with HIPAA and Company privacy protocols
Uphold the Company’s standards of excellence in service delivery, communication, and operational performance
Lead by example in professionalism, reliability, and client-focused care
Responsible for meeting or exceeding key performance indicators (KPIs) as set by management, including revenue growth, client retention, conversion rate, and staff utilization
Oversee the performance, scheduling, and adherence to Company policies of front desk and support staff as assigned, ensuring consistent service standards and operational compliance
Provide coaching, feedback, and corrective guidance to team members in collaboration with management
Proactively identify and implement process improvements to achieve these metrics
Track, analyze, and report on key operational and client experience metrics, including appointment conversion rates, client satisfaction feedback, and sales or revenue trends, identifying areas for improvement and recommending corrective actions
Provide daily Slack updates summarizing key metrics (revenue, appointments, cancellations, issues)
Submit weekly operational reports and monthly summaries including KPI analysis and recommendations
Ensure compliance with all federal, state, and local regulations applicable to medical spa operations, including HIPAA, OSHA, sanitation, and labor standards
Maintain oversight of facility readiness, safety logs, and staff certifications to ensure continuous regulatory compliance and audit preparedness
Responsible for following through on all assigned tasks from leadership meetings until completion, ensuring communication loops are closed and deliverables met
Conduct regular quality checks (mystery calls, client follow-ups, facility walkthroughs) to ensure adherence to Company service standards and SOPs, documenting findings for management review
Qualification
Required
Previous MedSpa, spa, or aesthetic industry experience
Prior sales, customer service, or hospitality experience is a plus
1-3 years of experience is ideal
Company
Trivium Group
Trivium Group is an advertising agency that manages sponsored products, brands, and displays.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sam Lee
Vice President
Mina Elias
Founder of Trivium Group
Company data provided by crunchbase