Concierge Representative

NakedMD is a premier medical aesthetics and wellness brand that has earned a reputation for delivering personalized, high-quality services to clients seeking top-tier care. With its headquarters based in Newport Beach, NakedMD operates a centralized call center that serves as the essential hub for patient engagement and communication. This brand is deeply committed to providing an exceptional patient experience marked by professionalism, discretion, and a strong focus on individualized care. The call center team plays a critical role in upholding these values by ensuring that every patient interaction reflects the company’s dedication to excellence and customer satisfaction.

The Concierge Representative position at NakedMD is a vital role within the customer engagement team. This role involves being the first point of contact for patients and prospective clients, guiding them through their aesthetic and wellness journey with expertise and empathy. As a Concierge Representative, you will be responsible for managing inbound and outbound communications through various channels including phone, text, and digital messaging. Your ability to handle these communications effectively will be key in building trust and rapport with patients.

In this role, you will work closely with the studio teams and report directly to the Concierge Manager. Your performance will contribute to the achievement of key team and individual goals such as appointment conversion rates, membership enrollment numbers, and maintaining high standards of call quality. The role requires a consultative, non-pressure approach to assist patients in understanding the full range of NakedMD services, pricing, memberships, and promotions.

One of the core responsibilities involves scheduling and managing appointments across multiple locations, coordinating treatment plans, and ensuring that calendar management with studio teams is seamless and accurate. You will also be expected to send reminders and confirmations to reduce no-shows, and conduct proactive outreach efforts for reactivation of patients, follow-ups, check-ins, and promotional campaigns. Follow-up on unclosed inquiries and consultations is also a critical part of converting interest into active appointments and membership enrollments.

Accuracy and attention to detail are vital as you will be documenting all interactions and outbound activities in the CRM and practice management systems. Maintaining meticulous records not only supports operational efficiency but also ensures compliance with HIPAA regulations. You will also provide clear explanations about membership options, helping patients understand the value and benefits of what NakedMD offers.

The role demands staying informed about all services and ongoing promotions and requires handling patient information with the utmost confidentiality and adherence to HIPAA standards. Complex concerns or clinical questions will be escalated to the Concierge Manager, and you will be encouraged to contribute ideas for continuous improvement within the call center. This position offers an excellent opportunity for those passionate about medical aesthetics, patient care, and providing outstanding customer service in a supportive team environment.