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A medspa spends thousands training providers and almost nothing training the person who touches every patient twice a visit. Julie's position: the Patient Concierge is a patient experience and practice performance professional — the only team member who sees the whole journey and the only one positioned to stop what leaks out of it.
Across 16 modules you will:
- Guide every patient from first contact through long-term follow-up with one consistent, premium experience
- Translate what patients say into service categories, read the Patient Interest Questionnaire, and bring unmet needs to the provider without ever prescribing care
- Run every inquiry through LEARN — Listen, Explore, Acknowledge, Recommend, Negotiate — and book the consultation
- Take the provider handoff and run the RECEIPT checkout — Receive, Echo, Calculate, Ease, Invite, Prebook, Transfer — in private, without pressure
- Price a treatment plan right the first time and present full, phased, and financing options compliantly
- Handle objections, financing, memberships, supplier rewards, and loyalty programs within your authority
- Verify in-room prebooking, work the waitlist and the overdue list, and keep every follow-up owned, dated, and documented
- Resolve service issues within policy, escalate the rest, apply HIPAA at every touch, and close the small leaks that cost revenue
- Run the daily operating rhythm, lead a huddle, track your KPIs, and earn two-stage certification
