Client Experience Coordinator

Thrive Men's Lab; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Join an innovative clinic dedicated to enhancing men's health and confidence. As a Client Experience Coordinator, you'll be the welcoming face of the clinic, ensuring clients feel valued and supported from the moment they arrive. Your role will involve managing client flow, scheduling appointments, and assisting with inquiries, all while fostering a warm and professional environment. With a focus on continuous improvement, you'll help shape the client experience and contribute to the growth of a brand poised for national expansion. If you're passionate about client care and eager to make a difference, this is the perfect opportunity for you.

Qualifications

• 2+ years of experience as a front office/medical receptionist.
• Strong communication and hospitality skills are essential.

Responsibilities

• Manage client scheduling and inquiries effectively.
• Ensure a welcoming front-of-house experience for all clients.

Skills

Client Communication

Hospitality

Scheduling Management

Problem Solving

Organizational Skills

Education

High School Diploma

Experience in Medical Reception

Tools

Boulevard (Booking Platform)

Job description

Company Description

Thrive Men's Lab specializes in personalized treatments for men's confidence and vitality, focusing on issues like erectile dysfunction, low testosterone, and overall endurance. We offer a discreet, comfortable, and professional environment for men seeking effective solutions without judgment.

Who You Are

As Client Experience Coordinator at Thrive Men's Lab, you are the first and last impression of our clients. You have a natural hospitality-orientation, a warm and welcoming demeanor, and find joy in helping others find their way, either in-person or digitally.

In this role, you are responsible for the front-of house of our clinic experience. In addition to setting the tone with clients, you are a helpful hand with our clinical team, ensuring the clinic and its team are set up for success. You have a curiosity for men's vitality industry and a passion for being a part of helping others feel their best.

The ideal candidate is also excited about the prospect of getting in at the ground level of a brand with plans to grow nationwide.

Front Of House (FOH) Duties

Hospitality & Client Flow

• Serve at and be stationed at the front-of-house to ‘be the face’ and set the tone for the brand’s experience
• Exhibit best practices across all touchpoints – warm greetings, succinctly explaining who we are and what we do, managing client flow, checking out clients, and navigating any tricky situations
• Perform opening procedures to prepare the clinic for daily operations, ensuring all areas are clean, organized, and fully stocked.
• Execute closing tasks to securely and efficiently close the clinic, including completing end-of-day procedures and ensuring compliance with established protocols.

Client Services (CX)

Client Scheduling

• Manage the booking platform (Boulevard) to optimize the schedule for the business and handle day-to-day client scheduling needs.

Client Follow-Ups/Inquiries

• Be the interface between clients and clinicians for follow-up questions, instructions, etc. and help build FAQs and processes for frequently requested information
• Manage inbound email inquiries to the general inbox, including ecommerce inquiries.

Lead Follow-Up.

• Work with leadership on follow-up processes with interested inbound leads to answer client questions and help convert clients.

Client Care Management.

• Assist clients in processing medication refill requests, ensuring accuracy and timely completion.
• Manage package renewals, providing clear guidance and support to clients throughout the process.

Continuous Improvement

• Contribute to the development of our ways of working to make us more efficient, provide a better experience for clients and team members, and drive the business more effectively.

Special Projects & Events

• Special Projects. Work closely with the founders/Clinic Manager on special projects as the business developments that may include launch of new services or assistance with growing e-commerce needs.
• Events. Occasionally help staff and execute local partnerships and events set up by marketing to drive business.

How You Work

• You are hospitality-oriented and understand how people feel matters as much as the ‘what’ of what we do, both with our team and our clients
• You are a clear and confident communicator, able to express what we are, what we do, and how we help people
• Your are organized and a planner and think through how to best create and document ways of doing things that helps us repeat less and be consistent
• You have a positive attitude in the face of change, newness, and problem solving that comes with a new business
• You are a creative problem solver when it comes to figuring out new and improved ways for us to operate and find our stride
• You are a constant learner with a growth mindset, always seeking continuing education, new learnings, and professional development

Experience

• 2+ minimum years of experience functioning as front office/medical receptionist in a medspa, medical office, or spa environment
• Clinical experience a plus but not a must
• Must be able to work 5 days a week
• Must be in New York