The Concierge is responsible for delivering a premium, seamless, and personalized patient experience from arrival to departure. This role serves as the first point of contact for patients, ensuring exceptional customer service, efficient appointment coordination, and smooth clinic operations. The Concierge also supports administrative functions and collaborates closely with clinical and support teams to uphold The Aivee Group's standards of service excellence.
Patient Experience & Frontline Service
- Warmly welcome and assist patients, ensuring a professional and courteous first impression.
- Provide accurate information on clinic services, treatments, and general inquiries.
- Anticipate patient needs and deliver a high-touch, personalized service experience.
Appointment & Clinic Coordination
- Manage appointment scheduling to optimize clinic capacity and patient flow.
- Coordinate with doctors, nurses, and clinic staff for efficient daily operations.
- Send appointment confirmations, reminders, and follow-ups.
Communication & Administrative Support
- Handle incoming calls, emails, and messages promptly and professionally.
- Maintain accurate patient records and appointment details in the system.
- Ensure timely communication of patient concerns or special requests.
Patient Support & Concern Resolution
- Address patient inquiries, concerns, and feedback with empathy and professionalism.
- Escalate complex or sensitive issues to the appropriate personnel when necessary.
- Provide guidance on pre- and post-treatment instructions as needed.
Team Collaboration
- Work closely with clinical and administrative teams to ensure smooth patient journeys.
- Relay relevant patient information to support continuity of care.
- Contribute to maintaining a positive and collaborative clinic environment.
Ad Hoc
- Performs other tasks that may be assigned either individually or as part of a committee.
Qualifications
- Bachelor's degree in any relevant field; background in Hospitality, Healthcare Administration, or related disciplines is an advantage.
- Minimum of 1–2 years of experience in customer service; experience in a healthcare, aesthetic, or luxury service setting is preferred.
- Strong communication skills (verbal and written).
- Excellent interpersonal skills with a warm, approachable, and professional demeanor.
- High level of customer service orientation and attention to detail.
- Ability to manage multiple tasks and work in a fast-paced environment.
- Demonstrates professionalism, discretion, and integrity at all times.
- Knowledge of dermatology or aesthetic treatments is a plus.
