Office Manager/Client Experience Manager

Advanced Dermatology; City of Rye (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Advanced Dermatology in Rye, NY is seeking an Office/Client Experience Manager to act as brand ambassador, front-line coordinator, and sales driver for medical aesthetics. You will greet clients, manage appointments, and ensure a welcoming, high-touch experience.

The role encompasses scheduling, communications, patient follow-ups, HIPAA compliance, and collaboration with the medical team. You will also support local events and develop relationships with referral sources to grow the practice.

Qualifications

• 1 to 3+ years in customer service or luxury service environments preferred
• Experience in medical spa or dermatology setting preferred
• Excellent communication and active listening required
• Ability to de-escalate and build client relationships

Responsibilities

• Greet clients, manage check-ins/outs, and maintain a welcoming reception
• Schedule bookings and coordinate clinical flow with the medical team
• Educate clients on aesthetic services and products to drive sales
• Perform outbound follow-ups and encourage referrals while maintaining high NPS
• Oversee front/back office operations with HIPAA compliance
• Support local marketing events and build referral relationships
• Manage staffing, timekeeping, and scheduling adherence
• Handle daily payments and petty cash reconciliation

Skills

Customer service

Hospitality experience

Sales aptitude

Communication skills

Dermatology knowledge

Tools

ModMed

Microsoft Office

Yelp/Google reviews

Job description

Description

The Office/ Client Experience Manager act as a brand ambassador, front line client coordinator and sales driver for medical aesthetics.

Core Responsibilities

• Client Experience & Reception: Greet incoming clients/patients, manage check-ins/check-outs, maintain a clean and relaxed reception area, and ensure high-touch, personalized care. Ability to deescalate unsatisfied clients/ patients.
• Scheduling & Communication: Handle appointment bookings, phone calls, texts, emails, and direct messages, as well as confirm schedules and coordinate clinical flow with the medical team.
• Sales Conversion: Educate clients on aesthetic services, skin care products, and services.
• Outbound Concierge & Follow-Ups: Execute post-treatment care calls as appropriate, encourage and respond to patient reviews (maintain NPS >80), encourage referrals, and manage re-activation outreach.
• Operations & Compliance: Full oversight and management of front office and back-office workflow(s) with strict adherence to HIPAA privacy regulations.
• Business Development & Events: Support local marketing events, build relationships with local referral sources.

Job Duties

• Office Staffing:
  • Responsible for scheduling support staff for provider: patient ratio(s)
  • Reviews PTO calendar, monitors OT, manage employees breaks
  • Assess and revise work schedules of both Medical and Non-Medical staff as needed
  • Maintain Time & Attendance records for all non-physician employees
  • Conflict management
  • Accountability champion
  • Maintain Medical Staff/ Provider schedule to ensure patients/ clients are scheduled appropriately
• Patient Scheduling: In collaboration with Contact Center
  • Responsible for daily patient/client schedules ~ productivity, appointment type, reminders/ confirmations, communications (call, text, emails), etc..
  • Responsible for management of appointment systems to include Next Patient, ZocDoc, DermPro, ModMed
• Personnel Management: In collaboration with HR
  • Recruit, retain, orient, train and coach front office and back-office staff
  • Assist with annual review evaluation process of all supervised staff members
• Finance & Operations: In collaboration with Finance Dept. & Operations Dept.
  • Daily reconciliation of client/ patient payments
  • Maintain petty cash system to ensure funds are available, receipts are reconciled and journals reflect all transactions
  • Collaborate with Purchasing, Accounts Payable, and Finance Department to ensure proper reconciliation of care slips, packing slips, invoices, & receipts
  • Inventory management: Responsible for ordering and reconciling all office supplies and inventory to include product, and injectables.
  • Medical Records: Strict adherence to HIPPA guidelines ensuring records are completed per policy and released per policy when requested
  • Attends provider and department staff meetings as required
  • Active participation in seminars and events as requested
  • Other projects and duties as directed by the Territorial Manager/Senior Management.

Requirements

Qualifications & Skills

• Experience: 1 to 3+ years in customer service, hospitality, a luxury medical spa, or high-end retail environment preferred
• General understanding of medical &cosmetic dermatology preferred
• Interpersonal Skills: Exceptional communication, active listening, and a warm, service-oriented presence required
• Technical Proficiency: Familiarity with ModMed, patient booking systems, patient review platforms (Yelp/ Google) and Microsoft Office
• Sales Aptitude: Comfortable with consultative selling, tracking Key Performance Indicators (KPIs), and driving client retention