JOB TITLE: Cosmetic Consultant (Sales)
REPORTS TO: Dr. SARAH SAXON and the COO
Job Summary:
We are looking for a high-performing Cosmetic Consultant for our growing facial plastic surgery practice and medspa. This position is tiered so that the Cosmetic Consultant can thoroughly learn the job and learn about Saxon MD Facial Plastic Surgery and the services and procedures that we offer.
Cosmetic Consultant Level 1 – First Impressions: In this stage the Cosmetic Consultant will provide a white glove customer service experience by answering phones, rooming patients, taking patient photos, scheduling patients for follow up, and ensuring that the reception area is stocked and welcoming. There is a responsibility to learn about the products and services offered at Saxon MD. Other tasks include scheduling medspa appointments, and follow-ups, as well as anything assigned by Dr. Saxon, the COO, or any Saxon MD manager. Once proficiency is achieved in Level 1, there will be an opportunity to graduate to the second level of the position.
Cosmetic Consultant Level 2 – Conversion & Retention: In this stage the Cosmetic Consultant will rely on their customer service and sales expertise to convert web leads to consultations and to convert consultations to procedures/treatments. Additional responsibilities will include presenting patients with surgical and medspa estimates and collecting payment for surgeries, medspa treatment, and retail products. As well as anything assigned by Dr. Saxon, the COO, or any Saxon MD manager.
The people in these positions will create a cohesive and organized experience for our patients throughout their treatment journey from the time they send an inquiry until they complete their final follow up appointment. They must create a WOW experience for all of our clientele. They must be detail oriented, as well as have great communication and organizational skills. The successful candidate will meet our customer acquisition and revenue growth objectives. Responsibilities include developing key growth sales strategies, tactics, and action plans. Sales duties will include hitting annual targets, building relationships and understanding customer trends. The perfect candidate would have a minimum of 2 years of sales experience in the aesthetics industry as this is primarily a sales position. Travel may be required periodically.
Advertising and Marketing:
- Thoroughly understand our products and services to inform potential customers
- Network and build trusting relationships with potential customers
- Work with the Marketing Coordinator to post about our products/services online (e.g. social media, blog posts and forums)
- Track customers’ preferences and suggest advertising and positioning ideas
- Provide feedback to Dr. Saxon and COO regarding customers’ requests
Patient Services (Sales):
- Assist in developing target goals for new patient appointments and revenue
- Maintain awareness of new patient referral patterns, patient retention rate, and conversion rate; Report monthly and develop strategies for improvement
- Respond to and follow up with all new patient leads daily
- Serve as main point of contact for all entering/departing patients and anyone calling the office
- Schedule consultations and follow-up appointments and resolve any scheduling conflicts.
- Send appointment confirmation reminders the day before scheduled visits as needed
- Call no-show patients within 10 minutes of their expected arrival time
- Follow protocol and billing for no-show patients
- Attend all new patient consults with Dr. Saxon to help to remove barriers to scheduling surgery or medspa treatments
- Assist in keeping patients on a recommended treatment regimen outlined by Dr. Saxon and/or other clinical team members
- Correspond with all new patient consultations the day after their scheduled appointment to ensure satisfaction and answer any non-medical questions
- Collect surgery deposits prior to scheduling a procedure
- Manage payments of in-office treatments and skincare sales prior to patients seeing Dr. Saxon
- Ensure payments are collected accurately and recorded in Symplast
- Ensure patient satisfaction and overall office visit experience is completed with positivity, warmth, and genuine attention
- Request patient reviews after undergoing a treatment or procedure
- Send gifts to day 2 post-op patients and other patients as needed
- Serve as a direct contact for any non-medical patient questions or concerns
- Provide patients with support and guidance as needed
- Any other tasks as directed by Dr. Saxon or the COO
Organizational:
- Identify areas of improvement in the Practice to maintain a cohesive brand message (i.e., answering phones, print material, furniture arrangement, office décor, workflow, tv content, etc)
- Attend monthly meetings with the COO and Dr. Saxon to identify areas of opportunity to reach target consumers
- Maintain a neat and organized front office, waiting room, exam room, and all common areas as needed.
Information and communication:
- Communicate effectively with other team members
- Keep Dr. Saxon abreast of forthcoming changes in marketing/brand representation and give options for responding to changes
- Complies with aspects of Health and Safety legislation such as HIPAA and OSHA
Confidentiality:
- In the course of seeking treatment, patients entrust us with or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their careers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organization. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, careers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorized persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health and Safety:
- Use personal security systems within the workplace according to Practice guidelines
- Identify the risks involved in work activities and undertaking such activities in a way that manages those risks
- Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Report potential risks identified
Equality and Diversity:
- Act in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respect the privacy, dignity, needs and beliefs of patients, careers, and colleagues
- Behave in a manner which is welcoming to and of the individual, is non-judgmental, and respects their circumstances, feelings priorities, and rights
Quality:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patients’ needs
- Effectively manage own time, workload, and resources
Compensation: Hourly wage plus sales commission
Job Type: Full-time
Pay: $18.00 - $25.00 per hour
Expected hours: 36 – 40 per week
