Front Desk Patient Coordinator About The Roxbury Institute The Roxbury Institute is a premier destination for dermatology, aesthetic medicine, cosmetic enhancement, and wellness. Our multidisciplinary team combines advanced treatments, exceptional clinical expertise, and highly personalized care to help patients look and feel their best. We do not believe in quick fixes or one-size-fits-all solutions. Every treatment plan is thoughtfully customized to the patient's individual needs and goals. Our team is committed to excellent care and lasting patient relationships built on trust, professionalism, and an exceptional experience. Position Overview The Front Desk Patient Coordinator is one of the most important patient-facing roles at The Roxbury Institute. This person is often the first voice a patient hears and is the first and last face they see during each visit. We are looking for someone with a naturally warm, sunny, and engaging personality who genuinely enjoys connecting with people. The ideal candidate makes patients feel welcomed, recognized, and cared for—not simply processed through an appointment. A polished telephone manner, positive energy, active listening, and an authentic interest in others are essential. In addition to creating an elevated patient experience, this role manages patient communications, scheduling, check-in/checkout, payments, records, follow-up, and daily front-office flow. The right candidate is tech-savvy, highly organized, proactive, detail-oriented, and able to manage multiple priorities while remaining calm, gracious, and solutions-oriented. Key Responsibilities Create a warm, welcoming, and polished experience during every telephone, electronic, and in-person interaction. Greet patients enthusiastically, build genuine rapport, and help each person feel known and valued. Manage a high volume of inbound and outbound calls with professionalism, accuracy, and excellent telephone etiquette. Respond promptly to patient messages, emails, and faxes and route clinical questions appropriately. Accurately register patients and schedule appointments through telephone, Klara, email, Zocdoc, and other approved channels. Manage provider schedules including confirmations, waitlists, cancellations, and schedule openings. Verify and maintain accurate patient demographic, insurance, medical-history, and account information. Check patients in and out efficiently while monitoring office flow and communicating with the clinical team. Process payments, deposits, products, and account balances accurately and complete required daily reconciliation. Proactively schedule recommended follow-up appointments and communicate with patients who require additional follow-up. Stay current on the practice's services, procedures, skincare products, promotions, memberships, and loyalty programs. Answer general service questions confidently while directing clinical questions to a licensed provider. Proactively and appropriately educate patients about relevant products, treatments, and future appointment needs. Maintain an organized, professional front desk, reception area, and retail display. Protect patient confidentiality and comply with HIPAA, privacy standards, and practice policies. Participate in staff meetings, training, product education, marketing initiatives, and practice events. Provide cross-functional support and perform other reasonable duties as assigned. Required Qualifications Minimum of three years of customer service, hospitality, retail, or patient-facing experience. Minimum of one year of telephone-based experience handling confidential or sensitive medical information. Naturally warm, upbeat, engaging, and service-oriented demeanor. Strong telephone presence, verbal communication skills, and active-listening ability. Exceptional interpersonal and relationship-building skills. Strong attention to detail and commitment to accurate documentation. Tech-savvy and comfortable learning and navigating multiple software platforms. Ability to manage a high volume of calls, messages, and in-person interactions. Ability to multitask and adjust priorities without compromising professionalism or patient care. Comfortable discussing services, products, pricing, deposits, payment policies, and appointment recommendations. Professional appearance and demeanor appropriate for a luxury Beverly Hills medical practice. Dependable, punctual, flexible, proactive, and receptive to feedback. Ability to maintain patient confidentiality and exercise sound judgment. Preferred Qualifications Experience in dermatology, plastic surgery, aesthetic medicine, a medical spa, healthcare, or luxury hospitality. Experience with EMA/Modernizing Medicine, Klara, Zocdoc, Allē, ASPIRE, or comparable systems. Experience with clinical skincare, treatment coordination, patient retention, and schedule optimization. Medical insurance or health-plan experience. Bilingual proficiency. Schedule Requirements Full availability Monday through Friday, approximately 9:00 a.m. to 6:00 p.m. Availability every other Saturday, approximately 9:00 a.m. to 1:00 p.m. Schedule may vary based on provider schedules and the operational needs of the practice. What Success Looks Like The successful Front Desk Patient Coordinator understands that this role goes beyond answering phones and checking patients in and out. They take ownership of the patient experience, anticipate needs, maintain exceptional follow up and follow through, and ensure every patient feels genuinely welcomed and cared for. Above all, they consistently represent The Roxbury Institute with warmth, empathy, positive energy, professionalism, discretion, and genuine hospitality. The Roxbury Institute is an equal opportunity employer. Employment decisions are based on qualifications, merit, business needs, and applicable federal, state, and local employment laws.

Job Type:

Full-time Pay:

$22.00 - $25.00 per hour

Benefits:

401(k) Dental insurance Employee discount Health insurance Paid sick time Paid time off Application Question(s): Do you have experience in aesthetics or medical dermatology practices? Do you have experience with EMA Modernizing Medicine EMR?

Experience:

EMR systems: 2 years (Required) Front desk: 2 years (Required)

Healthcare:

2 years (Required)

Work Location:

In person