Front Desk

 Front Desk Associate

Company: Glow Med Spa Franklin

Location: Franklin, TN

Status:  Full Time position with benefits (33-37hrs/week)

About Glow Med Spa

Glow Med Spa is a premier wellness and aesthetics center committed to enhancing the overall well-being and confidence of our clients. Our mission is to provide exceptional care, rejuvenating experiences, and personalized solutions to help individuals look and feel their best. We pride ourselves on delivering top-notch service in a welcoming and luxurious environment.

In this position, you will support the company's mission and contribute to a positive work environment. You must be organized, able to multi-task, prioritize effectively, and have strong customer service skills.

As a valued member of our team, we look forward to working with you.

Responsibilities Include

• Patient Experience & Front Desk Support
• Open and close the office each day.
• Greet, check in, and check out patients while delivering exceptional customer service.
• Answer and return phone calls, voicemails, text messages, and emails promptly.
• Schedule appointments efficiently using critical thinking to optimize provider schedules.
• Manage appointments through Zenoti (POS and scheduling system).
• Monitor and manage online bookings.
• Enforce the office cancellation and no-show policies.
• Follow up daily with new patient inquiries and leads.
• Maintain thorough knowledge of all services, products, memberships, and monthly promotions.
• Ensure patients complete all required telehealth appointments, intake forms, and consent documents before their visits.
• Receive and organize deliveries and maintain accurate inventory levels.
• Keep the front desk, lobby, treatment areas, and restrooms clean, organized.
• Balance and close the cash register at the end of each shift.
• Track and compile end-of-day metrics and reports.
• Communicate effectively with providers, management, and reps.
• Keep management informed of important updates, issues, and operational needs.
• Assist with social media content and patient engagement initiatives.

Clinic Operations

• Opening the clinic and preparing for daily operations

• Opening and managing the patient registry

• Relaying important updates and information to providers

• Working through callback and dormant patient lists

• Preparing and completing patient charts for the following day

• Supporting overall clinic flow and daily operations

• Assisting with schedule coverage and operational needs as required

Collaboration

• Working closely with providers, front desk staff, and clinic leadership

• Escalating patient concerns and urgent matters appropriately

• Contributing to a positive and team-oriented clinic environment

Key Performance Indicators (KPIs)

Success in this role may be measured by:

• Pre-booking rate

• Response time to new patient inquiries

• Lead conversion rates

• Scheduling accuracy and follow-through

• Patient satisfaction and experience

• Overall efficiency of clinic operations

Tools & Systems

• LIINE (online communication platform; training provided)

• Zenoti (EMR system; training provided)

Schedule

• Full Time position with benefits (33-37hrs/week)