Concierge Manager

NakedMD is a premier medical aesthetics and wellness brand recognized for its personalized cosmetic treatments and luxury med spa environments. The company prides itself on delivering exceptional patient experiences through a patient-centric approach, combining advanced medical aesthetic services with a welcoming and sophisticated atmosphere. NakedMD has established a strong reputation in the wellness industry by offering tailored treatments and memberships that cater to the unique needs of its clients, promoting confidence and well-being. The brand continually seeks to expand its reach while maintaining a commitment to quality, professionalism, and an unparalleled level of customer care.

Currently, NakedMD is looking to hire a Concierge Manager to oversee its call center operations. This critical role is designed to ensure seamless and efficient communication between patients and the brand, helping to enhance the overall patient journey from initial contact through treatment and membership retention. The Concierge Manager will be responsible for managing both onsite and offshore call center teams, optimizing workflows, driving key performance indicators, and maintaining strict adherence to brand standards and HIPAA compliance.

The role involves comprehensive oversight of the call center functions including staffing, scheduling, queue management, and workflow optimization for both local and Philippines-based teams. The Concierge Manager will take ownership of call center metrics such as call volume, average handle time, first call resolution, conversion rates, abandonment rates, and patient satisfaction scores, pushing continuous improvements in these areas. Developing and refining scripts, escalation protocols, and workflows are essential duties to ensure that every patient interaction is consistent, professional, and aligned with NakedMD's high standards.

In addition to inbound call management, the Concierge Manager will lead outbound concierge initiatives that include follow-ups, reactivation campaigns, appointment reminders, post-treatment care, and membership retention efforts. Managing the call center technology stack is crucial, with responsibilities covering phone systems, customer relationship management (CRM), scheduling tools, and internal communications platforms, all while ensuring team members receive proper training and support for these technologies.

Leadership and team development are at the core of this role. The Concierge Manager will lead and coach onsite concierge representatives, conducting one-on-one sessions, call monitoring, and performance reviews to foster a culture of excellence and continuous learning. They will also remotely oversee the offshore team, ensuring alignment in performance and communications, as well as coordinating training updates and script modifications across locations.

The position requires acting as the senior escalation point for complex patient issues, turning feedback into actionable training and process improvements. A strong focus on revenue generation through appointment conversions, membership enrollments, and reactivating lapsed patients is expected. Collaboration is key, as the Concierge Manager will work closely with marketing and studio operations leadership to optimize lead volume, patient handoffs, and consistency across multiple locations.

The role demands strict adherence to HIPAA compliance, specifically regarding patient communication and data security protocols, including oversight of offshore data management processes. Identifying operational inefficiencies and leading continuous improvement initiatives to enhance call center performance and patient satisfaction rounds out the broad scope of responsibilities.

Overall, the Concierge Manager position at NakedMD offers an exciting opportunity to lead a dynamic team in a rapidly growing brand within the medical wellness space. The role combines operational leadership, patient experience management, technology oversight, and strategic collaboration to help NakedMD continue delivering exceptional service and growing its loyal patient base.