Practice Concierge

Job Summary

The Practice Concierge is the first point of contact for our Practice and plays a key role in setting the tone for each patient’s experience. This position is responsible for welcoming patients, assisting with check-in, coordinating care with clinical and administrative staff, and providing clear, professional, and friendly communication throughout each visit.

The ideal candidate is personable, organized, and thrives in a patient-focused, fast-paced environment.

Position Details

• Position is split between our Knoxville and Powell locations
• Required Saturday availability
• Position is approximately 3 days per week, but may increase based on practice needs
• Additional hours may be required periodically to assist with coverage for staff time off requests

Key Responsibilities

Patient Experience & Service Excellence

• Warmly welcome patients, assist with check-in and check-out, and guide them through the visit with professionalism and care.

• Anticipate patient needs and address questions or concerns promptly.

• Support a positive, relationship-focused environment that encourages patient satisfaction and return visits.

• Help resolve minor concerns or service issues with sound judgment and hospitality, transferring to management when necessary.

• Support the practice by performing additional duties as assigned and stepping in where needed.

Operational & Practice Support

• Support efficient patient flow by coordinating with clinical and aesthetic providers to reduce delays.

• Prepare consents and pre-appointment documents, assist with documentation in NexTech, and communicate updates as needed.

• Maintain a clean, organized, and welcoming front desk and lobby environment at all times.

• Assist in maintaining an appropriately stocked and orderly workspace.

• Maintain a clean, welcoming environment throughout the office by completing the daily cleanliness checklist, including (but not limited to): laundry, bathroom upkeep, patient room preparation, dusting, vacuuming, and trash removal as needed and at end of day.

Scheduling & Communication

• Schedule appointments, treatments, and consultations across multiple providers and locations with accuracy and efficiency.

• Confirm appointments, manage waitlists, and adjust schedules as needed to support patient and provider needs.

• Relay essential patient or schedule information between providers and team members to support smooth daily operations.

• Perform weekly patient outreach using applicable platforms (e.g., Alle, Cherry, CareCredit, Aspire, PatientFi, and Prosper) to support engagement, retention, and patient awareness of available benefits.

• Provide support to the Patient Care Coordinator as directed.

Financial Responsibilities

• Collect and process payments with accuracy and professionalism.

• Assist with end-of-day procedures and ensure deposits and logs match practice protocols.

• Create treatment quotes and manage prepaid services in NexTech.

• Support patients with Alle, Cherry, CareCredit, and other financing or loyalty platform inquiries.

Records & Compliance

• Maintain patient records in accordance with HIPAA and all confidentiality standards.

• Ensure accurate and compliant documentation, scheduling, and financial transactions.

• Manage administrative correspondence workflows, including management of incoming and outgoing faxes, coordination of patient letters for Dr. Gallaher, and oversight of records requests managed by the Practice Concierge team. Ensure accuracy, timeliness, and compliance in all communications.

Product & Retail Support

• Maintain working knowledge of spa products and services.

• Assist patients with basic product recommendations and retail purchases.

• Support monthly retail inventory processes when needed.

Education & Experience

• High school diploma or equivalent required; bachelor’s degree preferred.

• Minimum 3 years of experience in a medical office or spa environment preferred.

• Experience in hospitality or high-touch service roles is a strong plus.

Knowledge, Skills & Abilities

• Excellent communication and interpersonal skills with a hospitality-forward approach.

• Strong organizational skills with attention to detail and accuracy.

• Ability to multitask and thrive in a fast-paced, high-volume environment.

• Sound judgment, professionalism, and the ability to maintain composure under pressure.

• Strong critical thinking and conflict resolution abilities.