OWM Integrative Wellness
Job Description
Lead Front Desk & Client Experience Manager
OWM Integrative Wellness | Buffalo, NY
Position Type
Full-Time
About OWM Integrative Wellness OWM Integrative Wellness is a physician-led, integrative medical practice offering personalized, relationship-based care. Our clinic combines advanced medical services with a concierge-level client experience in a calm, organized, and highly professional environment.
We are seeking a Lead Front Desk & Client Experience Manager to oversee the front desk team and ensure every client interaction reflects excellence, clarity, and respect for time—both the client’s and the care team’s.
Position Overview The Lead Front Desk & Client Experience Manager is the first point of leadership for client-facing operations. This role ensures that front desk workflows are smooth, communication is clear and consistent, and client concerns are handled efficiently and compassionately.
This position is ideal for someone who thrives in a medical setting, communicates confidently, sets boundaries with warmth, and understands that an exceptional experience requires both hospitality and structure.
Key Responsibilities Client Experience Leadership
Set the standard for professional, warm, and efficient client interactions
Ensure consistent communication across phone, in-person, and portal interactions
Support clients while maintaining appropriate time boundaries
Front Desk Operations
Oversee daily front desk workflow, scheduling, and client flow
Ensure phones are answered promptly and professionally
Maintain an organized, calm, and welcoming front desk environment
Escalation & Problem Resolution
Serve as the first point of escalation for client concerns or confusion
De-escalate situations with empathy while protecting clinic flow
Route clinical and operational questions to the appropriate team members
Staff Support & Training
Train and support front desk team members
Provide real-time coaching and feedback
Assist with onboarding and ongoing performance expectations
Administrative Oversight
Support onboarding processes and portal enrollment
Ensure accurate documentation and adherence to office policies
Identify recurring issues and recommend improvements
Qualifications
Minimum 3 years of experience in a medical front desk, healthcare administration, or concierge healthcare setting
Prior leadership or supervisory experience preferred
Strong communication and interpersonal skills
Calm, professional demeanor under pressure
Ability to manage multiple priorities in a fast-paced clinical environment
Comfortable setting clear boundaries while maintaining a high level of service
Experience with EMRs, scheduling systems, and patient portals
Ideal Candidate Traits
Organized, dependable, and detail-oriented
Emotionally intelligent and confident communicator
Solutions-focused with strong judgment
Respects both patient experience and clinical workflow
Values professionalism, discretion, and teamwork
What We Offer
Competitive compensation
Stable, supportive team environment
Opportunity to grow within a dynamic, physician-led practice
Meaningful work supporting patients on their wellness journeys
How to Apply Please submit your resume and a brief cover letter describing your experience in medical or concierge healthcare settings and why you would be a strong fit for this role.
#J-18808-Ljbffr
About OWM Integrative Wellness OWM Integrative Wellness is a physician-led, integrative medical practice offering personalized, relationship-based care. Our clinic combines advanced medical services with a concierge-level client experience in a calm, organized, and highly professional environment.
We are seeking a Lead Front Desk & Client Experience Manager to oversee the front desk team and ensure every client interaction reflects excellence, clarity, and respect for time—both the client’s and the care team’s.
Position Overview The Lead Front Desk & Client Experience Manager is the first point of leadership for client-facing operations. This role ensures that front desk workflows are smooth, communication is clear and consistent, and client concerns are handled efficiently and compassionately.
This position is ideal for someone who thrives in a medical setting, communicates confidently, sets boundaries with warmth, and understands that an exceptional experience requires both hospitality and structure.
Key Responsibilities Client Experience Leadership
Set the standard for professional, warm, and efficient client interactions
Ensure consistent communication across phone, in-person, and portal interactions
Support clients while maintaining appropriate time boundaries
Front Desk Operations
Oversee daily front desk workflow, scheduling, and client flow
Ensure phones are answered promptly and professionally
Maintain an organized, calm, and welcoming front desk environment
Escalation & Problem Resolution
Serve as the first point of escalation for client concerns or confusion
De-escalate situations with empathy while protecting clinic flow
Route clinical and operational questions to the appropriate team members
Staff Support & Training
Train and support front desk team members
Provide real-time coaching and feedback
Assist with onboarding and ongoing performance expectations
Administrative Oversight
Support onboarding processes and portal enrollment
Ensure accurate documentation and adherence to office policies
Identify recurring issues and recommend improvements
Qualifications
Minimum 3 years of experience in a medical front desk, healthcare administration, or concierge healthcare setting
Prior leadership or supervisory experience preferred
Strong communication and interpersonal skills
Calm, professional demeanor under pressure
Ability to manage multiple priorities in a fast-paced clinical environment
Comfortable setting clear boundaries while maintaining a high level of service
Experience with EMRs, scheduling systems, and patient portals
Ideal Candidate Traits
Organized, dependable, and detail-oriented
Emotionally intelligent and confident communicator
Solutions-focused with strong judgment
Respects both patient experience and clinical workflow
Values professionalism, discretion, and teamwork
What We Offer
Competitive compensation
Stable, supportive team environment
Opportunity to grow within a dynamic, physician-led practice
Meaningful work supporting patients on their wellness journeys
How to Apply Please submit your resume and a brief cover letter describing your experience in medical or concierge healthcare settings and why you would be a strong fit for this role.
#J-18808-Ljbffr