Concierge Manager

Description
NakedMD is a leading medical aesthetics and wellness brand, dedicated to providing personalized cosmetic treatments and memberships in a luxury med spa environment. As we continue to expand our patient-centric approach, we are seeking a Concierge Manager to oversee our call center operations and drive exceptional patient experiences.

This role is pivotal in managing both on-site and offshore teams, ensuring seamless communication, operational excellence, and consistent brand standards across all touchpoints.

Key responsibilities include:

• Manage daily call center operations, including staffing, scheduling, queue management, and workflow optimization for both on-site and Philippines-based teams.
• Monitor and own key performance indicators (KPIs) such as call volume, average handle time, first call resolution, conversion rates, abandonment, and patient satisfaction, driving continuous performance improvements.
• Develop and refine call scripts, escalation protocols, and workflows to deliver a consistent, brand-aligned patient experience.
• Oversee outbound concierge programs, including follow-ups, reactivation campaigns, reminders, post-treatment care, and membership retention initiatives.
• Manage the call center technology stack (phone systems, CRM, scheduling, communication tools) and ensure comprehensive team training and adoption.
• Lead, coach, and performance-manage on-site concierge representatives, conducting 1:1s, call monitoring, and reviews, while building robust training programs.
• Remotely oversee offshore team alignment, performance monitoring, communications, and coordinated training/script updates.
• Serve as the senior escalation point for complex patient issues, translating feedback into actionable process and coaching improvements.
• Drive revenue outcomes through appointment conversion, membership enrollment, and lapsed-patient reactivation.
• Collaborate with marketing and studio/operations leaders to optimize lead volume, patient handoffs, and cross-location consistency.
• Deliver consolidated performance reporting to the District Manager.
• Ensure HIPAA-compliant patient communication and data handling, including offshore data security protocols.
• Identify operational inefficiencies and lead continuous improvement initiatives.

Requirements

Required Qualifications:

• High school diploma
• 3+ years of experience managing a call center or patient experience team
• Experience overseeing a team of approximately 20–30 call center or concierge representatives
• Hands-on experience using RingCentral for telephony/call center operations
• Hands-on experience using Zoom for team communications
• Authorized to work in the United States
• Availability to work Friday and Saturday as part of a 5-day workweek

Preferred Qualifications:

• Experience overseeing offshore or remote teams
• Work experience in a medical spa, luxury wellness, or healthcare environment
• Familiarity with medical spa services, injectables, and memberships
• Bilingual proficiency (any two languages)

Benefits

• Competitive hourly compensation of $30–$35 per hour
• Comprehensive health insurance, including medical, dental, and vision coverage
• Opportunities for professional development and ongoing training
• Employee discounts on treatments and memberships
• Supportive, patient-focused team culture