Front Desk /

Patient Experience & Sales Associate Lumina Vein & Aesthetic Institute Location:

Windermere, FL Position Type:

Full-Time About Lumina Lumina Vein & Aesthetic Institute is a busy vein and aesthetic practice providing advanced vascular, cosmetic, and medical aesthetic services. We are looking for an outgoing, confident, highly organized Front Desk / Patient Experience & Sales Associate who can thrive in a fast-paced environment and genuinely enjoys working with people. This is not a traditional receptionist position. Our front desk team is the face of Lumina. You will be one of the first and last people our patients interact with, and you will play an important role in creating an exceptional patient experience, maintaining strong patient relationships, collecting payments, coordinating care, and helping patients move forward with treatments that are appropriate for their needs. We are looking for someone who is warm, energetic, confident, driven, resourceful, and comfortable having conversations about money, treatment, and patient concerns. The Ideal Candidate The right person for this position: Is naturally outgoing, friendly, and comfortable talking to anyone Has a confident, positive personality and makes patients feel welcome immediately Is comfortable having conversations about money, balances, deposits, payment plans, and large amounts owed Does not shy away from financial conversations or uncomfortable conversations Is comfortable asking for payment and following through on outstanding balances Is highly motivated by patient retention, scheduling, and practice growth Has a "we don't give up on the patient" mentality Looks for solutions rather than simply saying, "We can't do that" Is comfortable discussing cosmetic procedures, aesthetic concerns, and treatment options Can recognize when a patient has an additional concern or interest and appropriately connect them with the clinical team Is comfortable with consultative sales and understands that educating patients and helping them move forward with treatment is part of the role Is confident discussing the value of treatments and the investment involved Can build rapport quickly and turn inquiries into consultations and consultations into scheduled treatments Is an excellent multitasker who can handle phones, texts, check-ins, scheduling, payments, insurance questions, and patient needs simultaneously Is proactive rather than waiting to be told what to do Takes ownership of problems and follows them through to resolution Communicates clearly and professionally with patients and coworkers Can remain calm, friendly, and solution-oriented when the office is busy Understands that every patient interaction is an opportunity to build trust and strengthen the relationship with Lumina Key ResponsibilitiesPatient Experience & Front Desk Welcome every patient warmly and professionally Serve as a positive representation of the Lumina brand Manage patient check-in and check-out Answer phones, texts, emails, and patient questions promptly Coordinate appointments, consultations, treatments, follow-ups, and cancellations Maintain an organized and efficient front desk Anticipate patient needs and proactively address concerns Create a personalized experience for new and established patients Maintain strong relationships with patients throughout their treatment journey Follow up with patients who have not scheduled, completed treatment, or returned for recommended services Scheduling & Patient Retention Actively manage the schedule and look for opportunities to fill openings Follow up with patients who have outstanding treatment recommendations Contact patients who have not scheduled their next treatment Help patients understand the importance and timing of recommended treatments Work to retain patients rather than allowing patients to simply fall through the cracks Identify barriers to scheduling and work toward reasonable solutions Maintain strong communication with patients before, during, and after treatment Help maximize provider and treatment-room utilization We want someone who thinks: "How can I help this patient move forward?" rather than "The patient said no, so we're done." Financial & Payment Responsibilities Confidently discuss treatment costs, estimates, balances, deposits, and payment expectations Collect payments at the time of service Discuss outstanding balances professionally and directly Follow established financial policies consistently Explain financing options and available payment methods Follow up on unpaid balances when appropriate Handle financial conversations with confidence, professionalism, and empathy Understand that collecting payment is an important part of providing a successful patient experience and operating a healthy practice You must be comfortable talking about money. Patients may have significant treatment investments, and our team must be able to confidently explain costs, answer questions, and ask for payment without hesitation or discomfort. Cosmetic & Aesthetic Patient Engagement Be comfortable discussing Lumina's aesthetic services and general treatment offerings Listen to patients' cosmetic concerns and goals Recognize opportunities to introduce patients to appropriate services Educate patients on the consultation process and available treatment options Help patients understand the value and investment associated with aesthetic treatments Schedule appropriate consultations with the clinical team Support conversion from inquiry → consultation → treatment Follow up with patients who express interest but do not immediately schedule You do not need to perform clinical consultations. You do need to be comfortable talking about aesthetic treatments, asking questions, understanding patient goals, and knowing when to bring a clinical team member into the conversation. Insurance & Vein Practice Support Insurance experience is strongly preferred.

Responsibilities may include:

Verify insurance benefits and patient eligibility Understand basic insurance terminology including deductibles, copays, coinsurance, referrals, and authorizations Assist with referrals and authorization processes Communicate insurance requirements to patients Explain that insurance benefits and patient responsibility can vary by plan Assist patients with questions regarding estimated financial responsibility Coordinate with the clinical and insurance teams to prevent delays in treatment Maintain accurate patient and insurance information Multitasking & Teamwork Lumina is a busy practice, and our front desk team must be able to juggle multiple priorities without becoming overwhelmed.

You may simultaneously be:

Checking in a patient Answering a phone call Responding to a text Collecting large sums of money Scheduling a follow-up Answering an insurance question Helping another patient with a cosmetic concern Communicating with a provider Filling a last-minute cancellation Following up with a patient who has not scheduled The ability to prioritize, stay organized, communicate clearly, and maintain a positive attitude under pressure is essential.

What We Are Looking For Required:

Exceptional customer service and communication skills Strong verbal and written communication Professional, polished, and personable demeanor Ability to multitask in a fast-paced medical/aesthetic environment Strong attention to detail Excellent organizational skills Comfortable discussing money and collecting payments Comfortable discussing cosmetic services and patient concerns Strong follow-up skills Dependable and accountable Positive, team-oriented attitude Ability to learn new systems, procedures, and technology quickly

Preferred:

Medical spa, plastic surgery, dermatology, vein, or other aesthetic/medical practice experience Insurance verification experience Referral and prior authorization experience Medical front office experience Sales or consultative sales experience Experience with an EHR/EMR system Experience discussing cosmetic procedures and treatment plans with patients The Lumina Mindset At Lumina, we believe that every patient interaction matters. We are looking for someone who takes ownership, follows through, and genuinely wants to help patients. We don't want someone who simply answers the phone, checks patients in, and waits for the next task. We want someone who notices that a patient has not scheduled, picks up the phone, and reaches out. Someone who sees an empty appointment slot and thinks about how to fill it. Someone who hears a patient say, "That's more than I expected," and is comfortable having the conversation instead of immediately backing away. Someone who can hear a patient's cosmetic concern, show genuine interest, and connect that patient with the right member of our team. Someone who can confidently discuss a $100 deposit, a $2,000 treatment plan, or a significant outstanding balance while still making the patient feel respected and valued. Someone who believes that losing a patient should never be the first option. If you are outgoing, driven, personable, confident, organized, comfortable talking about money, and motivated by both patient satisfaction and practice growth, we want to meet you.

Pay:

$18.00 - $22.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Education:

High school or equivalent (Preferred)

Language:

Spanish (Required) Ability to

Commute:

Windermere, FL 34786 (Required)

Work Location:

In person