Client Concierge - Skincare Clinic

About Us: For over 20 years, the Kate Somerville Skin Clinic on iconic Melrose Place has helped Hollywood insiders and patients alike achieve healthier skin through personalized treatments, advanced technologies, and expert care.

Position Summary: The Client Concierge is the first and last point of contact for every client at the Melrose Skin Clinic, and a steady presence throughout each visit. The role blends the polish of a five-star hospitality concierge with the precision of a clinical front desk — managing phones, scheduling, checkout, and documentation while ensuring every client feels recognized, cared for, and unhurried. This role reports to the Customer Success Supervisor and works closely with the clinical team to deliver a seamless, discreet, and consistently warm experience that reflects the Kate Somerville standard.

Key Responsibilities: Phones & Communication Answer all incoming calls within two rings. Call new leads within 15 minutes of a form or consultation quiz submission. Check email repeatedly and respond promptly. Respond to all incoming texts via Recura within 10 minutes. Monitor Recura for missed calls or messages after hours and follow up first thing the next morning. Follow the 4-touch lead follow-up sequence for all new inquiries. Update the Lead Tracker in real time after every client or lead interaction. Client Arrival & In-Clinic Experience Greet every client by name the moment they arrive. Check clients in promptly and offer a beverage. Offer a warm towel when applicable. Engage clients in warm, genuine conversation while they wait in the lounge. Proactively acknowledge any wait time if a provider is running behind. Ensure clients are comfortable and ready when their provider arrives to collect them from the front lounge. Maintain lounge ambiance (music, lighting, TV, and overall atmosphere) throughout the day. Checkout & Rebooking Ask how the service was as clients prepare for checkout. Ensure all applicable discounts and credits are applied before completing checkout. Introduce the Dédikate Membership naturally during checkout with new clients. Rebook clients for their next appointment before they leave. Close schedule gaps for the following day by reaching out to waitlisted or existing clients. Provide a warm, personalized farewell by name. Clinical Compliance & Documentation Ensure all consent forms are completed before treatment begins. Schedule GFEs 15 minutes before service and confirm they are completed before treatment starts. Complete an EVE Scan on all new clients. Leave appointment notes with any information the provider needs for that specific visit. Leave account notes with important ongoing facts about the client overall. Confirm the correct provider is assigned before the client arrives. Maintain strict confidentiality of all client records and treatment history. Scheduling & Waitlist Book waitlisted clients promptly when openings arise. Follow up with all no-shows and cancellations within 24 hours to reschedule. Monitor unconfirmed appointments and follow up proactively. Communicate provider delays or schedule changes to clients immediately. Space & Retail Keep the client lounge and drink station tidy and stocked throughout the day. Ensure retail shelving is fully stocked, organized, and visually polished. Conduct a full lounge and retail check at the start and end of each business day. Team Support & Escalations Serve as the communication bridge between clients and the clinical team. Support fellow concierge team members during high-volume periods. Alert the supervisor to any client escalation before attempting to resolve independently. Remember and reference returning client preferences to create a consistently personalized experience. Uphold the Kate Somerville Melrose standard of warmth, professionalism, and discretion in every interaction.

Requirements: At least 2-3 Years of experience in a customer-facing hospitality, concierge, medical spa, or aesthetics front-desk role. Comfortable working in a high-volume, multi-tasking environment while maintaining a calm, polished demeanor. Excellent verbal and written communication skills; tone consistent with a quiet-luxury, discretion-first brand voice. Proficiency with (or ability to quickly learn) scheduling, CRM, and messaging platforms, including Recura and the Lead Tracker. Sound judgment in handling confidential client health and treatment information in compliance with clinic policy. Sales aptitude for membership and retail conversations without a high-pressure approach. Availability requirements — ability to work evenings/weekends/holidays as the clinic schedule requires.

Physical requirements: ability to stand for extended periods and lift up to 20 lbs for retail stocking. Acknowledgement This job description reflects the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Duties may be added, changed, or reassigned at any time, with or without notice.