A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
$15/hour, with the opportunity for a performance-based wage increase after 90 days. About the Role As our Client Experience Coordinator, you'll be the face of Lotus Acupuncture & Wellness. Your goal is to create a warm, welcoming, and professional experience for every client—from their first phone call to the completion of their visit. In addition to front desk responsibilities, you'll help support clinic operations, social media, marketing, community outreach, and networking efforts that help grow our practice and strengthen our relationships within the community. ⸻ Responsibilities 1. Front Desk & Client Communication Answer incoming calls promptly and professionally Return voicemail messages and follow up as needed Respond to emails and online appointment requests Greet clients warmly as they arrive Confirm appointments and send reminders (phone, text, or email) Provide exceptional customer service and ensure every client feels welcomed Answer general questions about clinic services, pricing, and policies ⸻ 2. Scheduling & Calendar Management Schedule new appointments and manage cancellations/rescheduling Update provider calendars (acupuncturists, massage therapists, etc.) Coordinate appointments with room availability (treatment rooms, steam sauna, BioMat room) Track no-shows and reschedule when appropriate Ensure accurate intake forms and insurance information are collected and entered ⸻ 3. Client & Office Administration Check clients in and out efficiently Collect payments and process point-of-sale transactions Update client records and treatment notes (as permitted) File paperwork and maintain organized electronic records Prepare new-client welcome packets and forms Check clients in and out for Steam Sauna sessions Check clients in and out for BioMat sessions ⸻ 4. Clinic & Common Area Maintenance Light cleaning of the waiting area (straighten magazines, wipe surfaces) Sweep and vacuum reception and common areas Maintain restrooms: Wipe counters and sinks Restock soap, toilet paper, and paper towels Sweep or mop as needed Empty trash and replace liners Refill client amenities (tea station, water, hand sanitizer) Keep the reception area clean, organized, and inviting ⸻ 5. Treatment Room Setup & Closing Procedures Between Clients Apply fresh linens and pillow covers Provide clean towels and bolsters Disinfect treatment tables, face cradles, and equipment Prepare supplies for the next appointment Steam Sauna Prepare and operate the Steam Sauna for scheduled sessions Clean and disinfect after each use Restock towels, hydration supplies, and amenities BioMat Room Prepare BioMat sessions Reset the room after each use (linens, pillows, sanitation) End of Day Sweep or spot mop treatment room floors if needed Turn off lights and electronics Restock supplies Lock treatment rooms and secure equipment Power down Steam Sauna and BioMat according to protocol ⸻ 6. Inventory & Supplies Monitor inventory levels (linens, oils, cups, cleaning products, office supplies) Monitor Steam Sauna supplies Monitor BioMat linens and sanitation supplies Place supply orders when inventory is low Organize deliveries and maintain storage areas Track receipts and inventory purchases ⸻ 7. Clinic Support, Marketing & Team Assistance Communicate schedule changes with providers Assist with general administrative duties as needed Create and schedule social media content (Facebook, Instagram, Google Business Profile, etc.) Take photos and short videos of the clinic, events, and staff (with client consent when applicable) Respond to basic social media messages and comments Update the clinic website with blogs, promotions, and announcements Design flyers, brochures, and promotional materials using Canva or similar software Assist with email newsletters and patient communications Promote workshops, wellness events, and seasonal promotions Encourage satisfied patients to leave Google reviews Track basic social media engagement and marketing performance Assist with referral programs and patient appreciation events Provide backup support for additional administrative projects ⸻ 8. Community Outreach & Networking Represent Lotus Acupuncture & Wellness at local networking events when needed Attend Chamber of Commerce events, health fairs, and community wellness events Build relationships with local businesses, gyms, yoga studios, chiropractors, physical therapists, and other healthcare providers Deliver brochures, business cards, and promotional materials to referral partners Help organize workshops, educational seminars, and community events Coordinate patient appreciation events and open houses Research new referral partners and sponsorship opportunities Maintain a referral partner contact database Assist with cross-promotional opportunities with other local businesses Support BNI networking and referral initiatives ⸻ 9. Weekly Responsibilities Deep clean reception area, treatment rooms, Steam Sauna, and BioMat room Vacuum and mop all clinic floors Reconcile payments and prepare daily reports Organize paperwork and archive records Review voicemail logs and clear outdated messages Review appointment scheduling trends and identify opportunities to improve efficiency ⸻ 10. Monthly Responsibilities Complete a full inventory audit and place supply orders Review and update client records and insurance information Review clinic procedures and recommend workflow improvements Suggest ideas to improve the client experience Assist in planning future marketing campaigns and community events Review referral sources and marketing performance with management ⸻ Ideal Candidate Friendly, outgoing, and compassionate Excellent customer service and communication skills Highly organized with strong attention to detail Comfortable using computers and learning scheduling software Experience with social media platforms and Canva is a plus Professional appearance and positive attitude Able to multitask in a fast-paced environment Passionate about holistic health and wellness Enjoys networking and building relationships within the community Self-motivated, dependable, and eager to help grow the practice
