Patient Experience Manager

The Concierge Manager is a Studio Manager — just without the treatment rooms, and with a team that spans Newport and the Philippines. You own your metrics, your culture, and your results with the same full accountability that every NakedMD studio leader carries — and you extend that standard to every agent representing NakedMD, wherever they sit. If you lead like an owner, operate with precision, and hold every team member to a standard that makes the studios proud — this is your role.

Key responsibilities include:

• Call Center Operations & Performance
• Manage the daily operations of NakedMD’s call center with the same rigor and ownership a Studio Manager brings to a physical location — staffing, scheduling, queue management, workflow optimization, and accountability to performance targets across both the on-site and offshore teams.
• Monitor and own KPIs including inbound and outbound call volume, average handle time, first-call resolution rate, appointment conversion rate, abandoned call rate, and patient satisfaction scores across both teams.
• Develop and continuously refine call handling scripts, escalation protocols, and team workflows to ensure consistency and a patient experience that reflects the NakedMD brand at every touchpoint — regardless of where the agent is located.
• Oversee all outbound concierge functions: patient follow-up calls, reactivation outreach, appointment reminders, post-treatment care calls, and membership retention communication.
• Manage the call center technology stack — phone systems, CRM, scheduling platforms, and communication tools — ensuring both the on-site and offshore teams are fully trained, equipped, and utilizing every available resource.
• On-Site Team Leadership & Development
• Lead, develop, and hold accountable the on-site concierge team at Costa Mesa headquarters with the same intentionality a Studio Manager brings to their studio — setting clear expectations, coaching consistently, and investing in every person’s growth.
• Conduct regular one-on-ones, live call monitoring sessions, and formal performance reviews for all on-site direct reports, providing specific and actionable feedback that drives measurable improvement.
• Build and maintain training programs covering NakedMD’s full service menu, scheduling systems, call handling standards, objection management, and patient experience expectations.
• Manage on-site team scheduling to ensure adequate coverage across all hours of operation, minimizing gaps and responding quickly to volume fluctuations or staffing changes.
• Foster a team culture that is warm, accountable, and deeply patient-focused — where every agent understands that their voice is the studio for every patient who hasn’t walked in yet.
• Honor and respect the diversity of our patients and our team, holding every Concierge Representative to the same standard of inclusive, professional communication.
• Philippines Call Center Oversight
• Remotely oversee and support the day-to-day management of NakedMDSupport the oversight and day-to-day management of NakedMD’s offshore call center team based in the Philippines, ensuring full alignment with on-site standards, workflows, and patient experience expectations. Philippines-based call center team, ensuring full alignment with on-site standards, workflows, and patient experience expectations from Costa Mesa headquarters.
• Serve as the primary operational bridge between the Philippines team and Costa Mesa headquarters — communicating process changes, performance expectations, and brand updates clearly and consistently.
• Monitor the offshore team’s performance metrics with the same accountability applied to the on-site team — reviewing quality scores, call adherence, conversion rates, and patient satisfaction on a regular cadence.
• Coordinate training rollouts, script updates, and protocol changes across both teams simultaneously, ensuring the offshore team receives the same information and preparation as the on-site team.
• Identify performance gaps or communication breakdowns within the offshore team and escalate to the District Manager with context and a recommended action plan.
• Patient Experience & Escalation Management
• Set and protect the standard for patient communication quality across every channel and both teams — inbound calls, outbound calls, texts, and digital inquiries.
• Serve as the senior escalation point for complex patient concerns or complaints that cannot be resolved at the agent level, handling them with urgency, empathy, and a clear resolution path.
• Monitor patient satisfaction metrics and feedback trends across both teams, translating insights into actionable coaching and process improvements.
• Partner with Studio Managers and the District Manager as a peer — aligning on scheduling coordination, patient handoffs, escalation pathways, and cross-location consistency in the patient experience.
• Acknowledge and remedy service failures openly, modeling the culture of accountability and continuous improvement you expect from every agent on both teams.
• Revenue & Appointment Conversion
• Own the full concierge team’s contribution — on-site and offshore — to NakedMD’s revenue performance, driving appointment conversion, membership enrollment, and lapsed patient reactivation.
• Equip agents across both teams with the product knowledge, consultation language, and objection-handling skills needed to convert inquiries into booked appointments confidently and authentically.
• Collaborate with marketing on campaign-driven inbound volume, ensuring both teams are briefed and resourced to capture and convert every lead.
• Track and report on revenue-impacting metrics: new patient acquisition, appointment show rates, cancellation and no-show recovery, and membership conversion from the full call center pipeline.
• Reporting, Compliance & Continuous Improvement
• Deliver regular consolidated performance reports to the District Manager covering both teams — metrics, team performance, patient satisfaction trends, and revenue contribution.
• Identify inefficiencies, recurring patient pain points, or communication breakdowns and drive cross-functional solutions in partnership with studio and operations leadership.
• Ensure all patient communication and data handling practices comply with applicable privacy regulations, including HIPAA, across both teams — with particular attention to data security protocols for the offshore operation.
• Stay current on best practices in multi-site and offshore call center management, patient experience, and aesthetic medicine, bringing relevant insights back to both teams and to the District Manager.

Requirements

• Experience: 3+ years managing a call center or patient experience team; experience overseeing offshore or remote teams is a strong advantage; medical spa, luxury wellness, or healthcare setting preferred.
• Leadership: You run a team the way a Studio Manager runs a studio — with high standards, real accountability, and genuine investment in every person you lead, whether they’re down the hall or across the world.
• Operational Acumen: You understand call center metrics, workflow design, and technology — and you use data to coach and improve across both teams simultaneously.
• Cross-Cultural Communication: You communicate clearly, professionally, and with cultural awareness when working with international teams — ensuring nothing is lost in translation.
• Patient-First Mindset: Every patient interaction is an opportunity to build trust and loyalty. You hold that standard for yourself and for every agent on every team.
• Aesthetics Knowledge: Familiarity with medical spa services, injectables, memberships, and treatment menus is a strong advantage; NakedMD will provide comprehensive onboarding to our specific offerings.
• HIPAA Fluency: You understand patient privacy obligations and ensure compliance is maintained across all agents — including offshore team members handling patient data.