Patient Experience & Lead Management Specialist - Plastic Surgery & Medspa

Patient Experience / Lead Management Specialist - Plastic Surgery & Medspa Vinyard Institute of Plastic Surgery | Port St. Lucie, FL About Us Vinyard Institute of Plastic Surgery is a premier plastic surgery and medical spa practice known for delivering an elevated, personalized patient experience. Our practice takes a comprehensive "Makeover Approach," helping patients achieve beautiful, complete outcomes through both surgical and non-surgical aesthetic services. We are looking for a high-energy, relationship-focused, highly organized Patient Experience / Lead Management Specialist to help guide prospective and existing patients through their journey with VIPS. This is not a traditional front desk or administrative assistant role. This is a communication-heavy, follow-up-driven, patient-facing position for someone with strong relationship-building and consultative sales skills. The right person will be warm, confident, polished, organized, proactive, and comfortable with performance goals. A background in aesthetics, cosmetic dermatology, plastic surgery, luxury service, hospitality, or consultative sales is . Position Overview The Aesthetic Patient Care Coordinator / Sales Consultant serves as one of the first and most important touchpoints in the patient journey. This role is responsible for managing inbound leads, responding to patient inquiries, guiding next steps, supporting consultation and treatment progression, and maintaining consistent follow-up with prospective and existing patients. This position requires someone who can balance warmth and professionalism with strong follow-through, organization, and accountability. The ideal candidate loves talking to people, has a passion for aesthetics, and knows how to create a high-touch experience while also helping drive practice growth. This role supports the patient journey before and after consultations. It does not involve conducting the actual medical consultation or recommending clinical treatment plans.

Key Responsibilities:

Lead Management & Patient Communication Manage inbound leads for plastic surgery and medspa services, including phone calls, web inquiries, social media leads, and other prospective patient communications. Respond to inquiries promptly, professionally, and warmly while determining each patient's needs, goals, level of interest, and appropriate next steps. Educate prospective patients on the consultation process, available services, scheduling expectations, fees, and general practice policies. Guide patients toward booking consultations, treatments, or appropriate follow-up based on their needs and goals. Maintain consistent, timely follow-up with leads so that no qualified opportunity is lost due to lack of responsiveness or organization. Track patient progression from initial inquiry through booking, consultation, treatment acceptance, and continued engagement. Consultative Sales & Patient Experience Build trust quickly with prospective and existing patients through excellent communication, emotional intelligence, and genuine relationship-building. Support patient engagement across both surgical and non-surgical service lines by helping patients understand the full range of services available at VIPS. Reinforce provider recommendations after consultations by helping patients understand next steps, scheduling, treatment options, financing resources, and available services. Identify appropriate opportunities to connect patients with additional services in a personalized, patient-centered way. Track follow-up activity, booking outcomes, conversion trends, and patient engagement. Work toward performance goals related to lead response, consultation bookings, treatment acceptance, retention, and revenue growth while maintaining a luxury-level patient experience. Scheduling, Coordination & Follow-Up Schedule, reschedule, and cancel patient appointments as needed, ensuring communication is clear and timely for both patients and staff. Coordinate consult-related logistics, treatment planning follow-up, patient communications, and scheduling progression. Prepare procedure quotes and assist with entering customer or patient data into the appropriate systems. Maintain accurate notes, records, and follow-up tasks to ensure each patient receives a seamless experience. Partner closely with providers, patient coordinators, front office, and clinical team members to support smooth daily operations. Patient Concierge Support, As Needed While this is not primarily a front desk position, this role may provide patient concierge support as needed to maintain the VIPS standard of service.

Responsibilities may include:

Greeting patients and visitors warmly and professionally upon arrival. Determining visitor needs and directing them to the appropriate team member or provider. Offering refreshments when appropriate to enhance the patient experience. Providing patients with literature, forms, and relevant information. Ensuring required paperwork is completed accurately and thoroughly before consultations or treatments. Answering incoming calls promptly and professionally. Taking and delivering accurate messages for appropriate follow-up. Assisting with clerical support such as photocopying, filing, faxing, and documentation as needed. Collecting and processing payments for treatments and products accurately and in accordance with practice policies. Assisting with invoices, billing questions, and point-of-sale transactions. Helping patients utilize rewards programs such as Alle and ensuring applicable rewards or discounts are properly applied. Supporting a clean, polished, and welcoming office environment by helping maintain patient-facing spaces, restocking supplies, and assisting with daily upkeep when needed. What Success Looks Like The successful person in this role will: Consistently respond to leads quickly and professionally. Maintain strong follow-up discipline and organization. Book qualified consultations and treatments through thoughtful, patient-centered communication. Help patients feel informed, cared for, and confident in their next steps. Increase patient engagement across both surgical and medspa services. Represent VIPS with polish, warmth, confidence, and professionalism. Balance relationship-building with accountability to performance goals. Demonstrate excellent judgment, discretion, and attention to detail. Contribute to a seamless, luxury-level patient experience. Ideal Candidate We are looking for someone who is: High-energy, outgoing, and relationship-focused. Naturally warm, polished, and confident on the phone and in person. Passionate about aesthetics, beauty, transformation, and patient care. Skilled at follow-up and comfortable managing multiple conversations at once. Organized, detail-oriented, and accountable. Comfortable with goals, metrics, and performance expectations. Consultative rather than pushy or transactional. Able to build trust quickly and communicate with empathy. Professional in appearance, communication, and judgment. Excited to be part of a growing, high-end aesthetic practice. Qualifications Preferred Experience Experience in one or more of the following is strongly preferred: Plastic surgery practice Cosmetic dermatology practice Medical spa Aesthetic sales or treatment coordination Luxury retail sales High-end hospitality Relationship-based sales Patient coordination or client experience role Required Skills Excellent verbal and written communication skills. Strong phone presence and ability to connect with patients quickly. Ability to manage lead flow, follow-up tasks, scheduling details, and patient communications with consistency. Strong organizational skills and attention to detail. Comfortable discussing aesthetic services, pricing, scheduling, and next steps. Ability to learn and communicate information about surgical and non-surgical aesthetic treatments. Professional presence aligned with a premium patient experience. Ability to work collaboratively with providers, clinical team members, and administrative staff. Ability to maintain confidentiality and professionalism at all times. Why Join VIPS Vinyard Institute of Plastic Surgery is not just another plastic surgery practice or medical spa. VIPS is a highly recognized, fast-growing aesthetic brand with a loyal patient following, a strong community reputation, and a rapidly expanding digital presence. Our practice has been voted Best of the Treasure Coast two years running , and our brand continues to reach patients far beyond the local market through a highly engaged social media presence, including 300,000+ followers on TikTok . Patients travel to VIPS because they connect with our results, our values, our patient experience, and our comprehensive approach to transformation. This is an opportunity to be part of a practice with real momentum. At VIPS, you will not be sitting behind a desk waiting for the phone to ring. You will play an active role in shaping the patient journey, building relationships, guiding prospective patients, supporting practice growth, and helping people feel confident as they take the next step toward surgery, medspa treatments, or long-term aesthetic care. Our team is polished, passionate, high-performing, and deeply committed to creating an elevated experience for every patient. The right person for this role will have the opportunity to make a meaningful impact in a practice that is growing, evolving, and known for doing things differently. If you are energized by aesthetics, relationship-building, patient transformation, and being part of a brand that people are excited to follow, talk about, and trust, this could be the role for you. Our Practice Values Excellence in patient experience Beautiful, comprehensive outcomes Warmth, polish, and professionalism Accountability and high performance Collaboration across surgical and non-surgical services Growth without sacrificing the human touch Schedule Full-time position In-person role Monday through Friday schedule Occasional flexibility may be needed based on practice needs, events, or patient volume Compensation Compensation is based on experience and qualifications and involves a competitive hourly rate plus performance bonuses. Apply If you are a confident, outgoing, highly organized professional who loves aesthetics, loves talking to people, and thrives in a relationship-driven environment, we would love to hear from you. This is a unique opportunity to join one of the Treasure Coast's most recognized aesthetic practices and become part of a growing brand with a loyal patient following and a strong digital presence. We are looking for someone who is genuinely excited about this role and aligned with the VIPS standard of patient care. To be considered, applicants must include a cover letter explaining why they want to join our team and how their experience, skills, and strengths would contribute to our practice and the patients we serve. Applications submitted without a cover letter will not be considered.

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Paid training Vision insurance Ability to

Commute:

Port Saint Lucie, FL 34986 (Required)

Work Location:

In person