Trivium
* Greet, check in, and check out clients with warmth and professionalism, ensuring a premium, welcoming experience.
* Handle appointment scheduling, confirmations, reschedules, and cancellations through the Company's systems (e.g., Boulevard, GoHighLevel).
* Respond promptly and accurately to client inquiries via phone, text, email, or online platforms.
* Provide information on treatments, products, memberships, and promotions, and educate clients on pre- and post-treatment care.
* Communicate potential upsell or cross-sell opportunities to clinical staff where appropriate.
* Serve as the central link between the front desk, clinical team, and other departments to ensure smooth operational flow, consistent communication, and unified client experience throughout the entire clinic.
* Host a weekly/bi-weekly team huddle to discuss KPIs, wins, upcoming goals, etc.
* Ensure a strong and coordinated sales process across all departments - clinical, administrative, and marketing - to effectively present, reinforce, and close treatment packages, memberships, and follow-up plans when appropriate.
* Maintain a clean, organized, and polished front desk and waiting area that meets clinical standards.
* Safeguard patient confidentiality and ensure accurate completion and storage of all intake forms and records.
* Verify deposits and intake form completion before client check-in.
* Maintain up-to-date knowledge of treatments, pricing, and policies to communicate confidently and accurately with clients.
* Answer all phone calls within three (3) rings, avoid placing callers on hold for more than sixty (60) seconds, and return voicemails within thirty (30) minutes during operating hours.
* Maintain a calm, friendly, and professional tone in all client interactions, ensuring confidentiality and discretion.
Operational Duties
* Prepare the facility for daily operations, including all opening and closing procedures.
* Support payment processing, daily reconciliation, and accurate record-keeping of transactions.
* Oversee cash-handling and reconciliation procedures, ensuring that all payments, deposits, and refunds comply with Company policies and financial controls.
* Monitor inventory levels for clinical and retail products; perform counts, track usage, and coordinate timely re-orders.
* Manage invoices, accounts payable tracking, and vendor coordination to ensure timely payments.
* Coordinate payroll preparation by reviewing and verifying time entries, commissions, and bonuses for accuracy prior to submission through Gusto or other Company systems.
* Communicate payroll-related updates or discrepancies to management or the finance team in a timely and confidential manner.
* Support the finance and leadership teams in reconciling vendor payments, payroll reports, and monthly operational expenses across locations to ensure compliance and budget alignment.
* Maintain up-to-date documentation of nurse licenses, certifications, and other compliance records.
* Manage the implementation of new services by coordinating research, contract execution, and system setup within Boulevard or other Company systems.
* Track and report weekly and monthly revenue performance to management.
* Ensure readiness of patient areas and clinical stations, including proper sanitation, sharps disposal, and supply stocking.
* Log into required systems at the start of each shift (Boulevard, GoHighLevel, Gmail, Slack) and send the morning readiness message on Slack.
* Complete all end-of-day closing tasks, including reminder texts to injectors, confirmation of next-day appointments, updating the sales sheet, and ensuring proper facility lock-up and power-down.
* Collaborate with management on staffing schedules, shift coverage, and resource planning to maintain smooth daily operations.
* Assist in vendor and service-provider contract administration, ensuring agreements are up-to-date, compliant, and aligned with Company legal and financial standards.
* Ensure compliance with all Company operational SOPs, safety guidelines, and data-security standards. Report any incidents, equipment issues, or compliance breaches promptly to management.
* Support cross-location operations by coordinating shared resources, calendars, and escalations between sites as directed by management.
* Serve as the on-site system administrator for all operational software (Boulevard, GoHighLevel, Slack, Gmail, etc.), including user setup, access management, troubleshooting, and coordination with support teams for issue resolution.
* Assist with new-location launches (or franchise openings) by helping set up systems, front-of-house workflows, supplies, and opening checklists to Company standards.
* Provide coverage for front-desk or clinical coordination duties as needed due to staff absence or scheduling gaps. Ensure full front-of-house coverage during all operating hours, including weekends and holidays as scheduled.
Staff Coordination, HR & Training
* Oversee and verify time tracking, lunch breaks, and attendance for on-site staff via Slack and Gusto.
* Train or assist in training clinical and front-desk staff on checkout, payment, and end-of-day procedures.
* Support onboarding of new employees, preparation of training materials, and maintenance of updated SOPs.
* Manage and monitor staff performance, conduct regular check-ins, and communicate feedback or development needs to management.
* Coordinate employee records, HR documentation, and ensure compliance with labor laws, Company policies, and confidentiality standards.
* Support employee relations by promoting a positive, accountable work culture, escalating any HR or conduct issues to management or HR advisors.
* Collaborate with management on staffing plans, role assignments, and coverage needs, ensuring appropriate clinic resourcing at all times.
* Promote adherence to Company policies, dress code, professional conduct, and service standards.
* Communicate regularly with Company leadership to share feedback, raise issues, and celebrate team achievements.
* Contribute to the development and delivery of training playbooks, front-desk certification checklists, and role-based competency standards that can be used across locations.
Recruiting & Talent Support
* Participate in the recruiting process by screening candidates, coordinating interviews, and providing feedback on cultural and operational fit.
* Assist management and HR in identifying staffing gaps and future talent needs across administrative and clinical roles.
* Support onboarding and orientation of new hires to ensure a consistent and compliant training experience.
* Maintain a light talent pipeline for front-of-house roles and coordinate cross-location referrals in partnership with management or HR.
Marketing, Sales & Client Retention Support
* Share client insights and service performance feedback to guide promotional initiatives.
* Support the coordination of VIP, influencer, or promotional experiences as directed.
* Contribute ideas for content creation, events, and social media when applicable.
* Encourage online reviews, referrals, and membership renewals to support client retention goals.
* Actively support the Company's sales objectives by promoting services, memberships, and retail products in line with client needs and Company standards.
* Confidently communicate the value, benefits, and pricing of treatments and packages to encourage informed purchasing decisions.
* Track and maintain accurate sales records, ensuring transparency and alignment with Company promotions and policies.
* Collaborate with clinical and leadership teams to optimize service conversions, product recommendations, and overall revenue growth.
* Ensure marketing materials, brand visuals, and messaging used within the location comply with Company brand guidelines, HIPAA standards, and applicable advertising regulations.
* Coordinate with the corporate or regional marketing team on campaign implementation, content approvals, and reporting on marketing ROI or lead performance.
* Monitor local marketing partnerships, events, or collaborations, ensuring alignment with brand image and ROI objectives.
* Act as the communication bridge between Marketing, Operations, and Clinical teams to guarantee message consistency and flawless campaign execution.
* Support localization of corporate campaigns for new or franchise locations while protecting brand standards and required disclosures.
* Lead on-site setup, staffing, and operational coordination for Company-hosted events, influencer visits, and local partnership activations.
Finance, Legal & Compliance Oversight
* Work collaboratively with the finance team to monitor expense categories, ensure budget adherence, and flag variances for review.
* Maintain accurate and organized vendor, payroll, and contract records to support audits and financial transparency.
* Ensure all vendor contracts, leases, and service agreements are reviewed and stored in accordance with Company legal and compliance policies.
* Monitor and enforce compliance with HIPAA, OSHA, sanitation, safety, and labor regulations applicable to medical spa operations.
* Maintain oversight of facility readiness, safety logs, MSDS sheets, and employee certifications to ensure audit preparedness and continuous compliance.
* Report and document any incidents, client complaints, or adverse events in accordance with Company policy and regulatory requirements.
* Support Company leadership during external audits, inspections, or legal inquiries by providing timely and accurate information.
* Support multi-jurisdiction compliance by escalating location-specific regulatory changes and ensuring adoption of Company policies and required postings across sites.
Conflict Resolution & Client Advocacy
* Respond to client concerns with empathy and professionalism, escalating serious issues to management.
* Act as an advocate for clients to ensure any issues are resolved quickly and positively.
* Maintain awareness of client satisfaction trends and proactively propose improvements to the client experience process.
* Handle client information and communications in full compliance with HIPAA and Company privacy protocols.
Leadership, Compliance & Excellence Expectations
* Uphold the Company's standards of excellence in service delivery, communication, and operational performance.
* Lead by example in professionalism, reliability, and client-focused care.
* Responsible for meeting or exceeding key performance indicators (KPIs) as set by management, including revenue growth, client retention, conversion rate, and staff utilization.
* Oversee the performance, scheduling, and adherence to Company policies of front desk and support staff as assigned, ensuring consistent service standards and operational compliance.
* Provide coaching, feedback, and corrective guidance to team members in collaboration with management.
* Proactively identify and implement process improvements to achieve these metrics.
* Track, analyze, and report on key operational and client experience metrics, including appointment conversion rates, client satisfaction feedback, and sales or revenue trends, identifying areas for improvement and recommending corrective actions.
* Provide daily Slack updates summarizing key metrics (revenue, appointments, cancellations, issues).
* Submit weekly operational reports and monthly summaries including KPI analysis and recommendations.
* Setting weekly/monthly goals and conducting reviews with management.
* Function as the operational connector between all departments-clinical, administrative, marketing, HR, and finance-ensuring cohesive communication, workflow efficiency, and alignment with Company objectives.
* Collaborate with clinical, marketing, and leadership teams to ensure alignment between client experience, operational efficiency, and business goals.
* Develop, document, and continuously improve Company policies, SOPs, checklists, and playbooks; maintain version control and ensure adoption across locations and franchisees as directed.
* Participate in or lead the development and rollout of new processes, SOPs, or tools designed to improve clinic performance, communication, or client satisfaction.
* Assist in managing front-of-house budgets, vendor contracts, and expense tracking to ensure cost-effective operations aligned with Company guidelines.
* Ensure compliance with all federal, state, and local regulations applicable to medical spa operations, including HIPAA, OSHA, sanitation, and labor standards.
* Maintain oversight of facility readiness, safety logs, and staff certifications to ensure continuous regulatory compliance and audit preparedness.
* Drive a culture of accountability, collaboration, and excellence across all departments, acting as the central point that keeps daily operations, communication, and execution connected.
* Proactively identify opportunities to improve processes, client satisfaction, and overall clinic performance, and communicate recommendations to management.
* Demonstrate initiative, adaptability, and ownership of results, maintaining composure and solution-oriented thinking under pressure.
* Support franchise operations as directed by leadership, including training, policy rollout, audit readiness, and periodic performance reviews for network locations.
* Responsible for following through on all assigned tasks from leadership meetings until completion, ensuring communication loops are closed and deliverables met.
Conduct regular quality checks (mystery calls, client follow-ups, facility walkthroughs) to ensure adherence to Company service standards and SOPs, documenting findings for management review.
Requirements
* Previous MedSpa, spa, or aesthetic industry experience
* Prior sales, customer service, or hospitality experience is a plus
* 1-3 years of experience is ideal
Benefits
Work Schedule: 10 am to 6pm
$70k annual base + commission
* Handle appointment scheduling, confirmations, reschedules, and cancellations through the Company's systems (e.g., Boulevard, GoHighLevel).
* Respond promptly and accurately to client inquiries via phone, text, email, or online platforms.
* Provide information on treatments, products, memberships, and promotions, and educate clients on pre- and post-treatment care.
* Communicate potential upsell or cross-sell opportunities to clinical staff where appropriate.
* Serve as the central link between the front desk, clinical team, and other departments to ensure smooth operational flow, consistent communication, and unified client experience throughout the entire clinic.
* Host a weekly/bi-weekly team huddle to discuss KPIs, wins, upcoming goals, etc.
* Ensure a strong and coordinated sales process across all departments - clinical, administrative, and marketing - to effectively present, reinforce, and close treatment packages, memberships, and follow-up plans when appropriate.
* Maintain a clean, organized, and polished front desk and waiting area that meets clinical standards.
* Safeguard patient confidentiality and ensure accurate completion and storage of all intake forms and records.
* Verify deposits and intake form completion before client check-in.
* Maintain up-to-date knowledge of treatments, pricing, and policies to communicate confidently and accurately with clients.
* Answer all phone calls within three (3) rings, avoid placing callers on hold for more than sixty (60) seconds, and return voicemails within thirty (30) minutes during operating hours.
* Maintain a calm, friendly, and professional tone in all client interactions, ensuring confidentiality and discretion.
Operational Duties
* Prepare the facility for daily operations, including all opening and closing procedures.
* Support payment processing, daily reconciliation, and accurate record-keeping of transactions.
* Oversee cash-handling and reconciliation procedures, ensuring that all payments, deposits, and refunds comply with Company policies and financial controls.
* Monitor inventory levels for clinical and retail products; perform counts, track usage, and coordinate timely re-orders.
* Manage invoices, accounts payable tracking, and vendor coordination to ensure timely payments.
* Coordinate payroll preparation by reviewing and verifying time entries, commissions, and bonuses for accuracy prior to submission through Gusto or other Company systems.
* Communicate payroll-related updates or discrepancies to management or the finance team in a timely and confidential manner.
* Support the finance and leadership teams in reconciling vendor payments, payroll reports, and monthly operational expenses across locations to ensure compliance and budget alignment.
* Maintain up-to-date documentation of nurse licenses, certifications, and other compliance records.
* Manage the implementation of new services by coordinating research, contract execution, and system setup within Boulevard or other Company systems.
* Track and report weekly and monthly revenue performance to management.
* Ensure readiness of patient areas and clinical stations, including proper sanitation, sharps disposal, and supply stocking.
* Log into required systems at the start of each shift (Boulevard, GoHighLevel, Gmail, Slack) and send the morning readiness message on Slack.
* Complete all end-of-day closing tasks, including reminder texts to injectors, confirmation of next-day appointments, updating the sales sheet, and ensuring proper facility lock-up and power-down.
* Collaborate with management on staffing schedules, shift coverage, and resource planning to maintain smooth daily operations.
* Assist in vendor and service-provider contract administration, ensuring agreements are up-to-date, compliant, and aligned with Company legal and financial standards.
* Ensure compliance with all Company operational SOPs, safety guidelines, and data-security standards. Report any incidents, equipment issues, or compliance breaches promptly to management.
* Support cross-location operations by coordinating shared resources, calendars, and escalations between sites as directed by management.
* Serve as the on-site system administrator for all operational software (Boulevard, GoHighLevel, Slack, Gmail, etc.), including user setup, access management, troubleshooting, and coordination with support teams for issue resolution.
* Assist with new-location launches (or franchise openings) by helping set up systems, front-of-house workflows, supplies, and opening checklists to Company standards.
* Provide coverage for front-desk or clinical coordination duties as needed due to staff absence or scheduling gaps. Ensure full front-of-house coverage during all operating hours, including weekends and holidays as scheduled.
Staff Coordination, HR & Training
* Oversee and verify time tracking, lunch breaks, and attendance for on-site staff via Slack and Gusto.
* Train or assist in training clinical and front-desk staff on checkout, payment, and end-of-day procedures.
* Support onboarding of new employees, preparation of training materials, and maintenance of updated SOPs.
* Manage and monitor staff performance, conduct regular check-ins, and communicate feedback or development needs to management.
* Coordinate employee records, HR documentation, and ensure compliance with labor laws, Company policies, and confidentiality standards.
* Support employee relations by promoting a positive, accountable work culture, escalating any HR or conduct issues to management or HR advisors.
* Collaborate with management on staffing plans, role assignments, and coverage needs, ensuring appropriate clinic resourcing at all times.
* Promote adherence to Company policies, dress code, professional conduct, and service standards.
* Communicate regularly with Company leadership to share feedback, raise issues, and celebrate team achievements.
* Contribute to the development and delivery of training playbooks, front-desk certification checklists, and role-based competency standards that can be used across locations.
Recruiting & Talent Support
* Participate in the recruiting process by screening candidates, coordinating interviews, and providing feedback on cultural and operational fit.
* Assist management and HR in identifying staffing gaps and future talent needs across administrative and clinical roles.
* Support onboarding and orientation of new hires to ensure a consistent and compliant training experience.
* Maintain a light talent pipeline for front-of-house roles and coordinate cross-location referrals in partnership with management or HR.
Marketing, Sales & Client Retention Support
* Share client insights and service performance feedback to guide promotional initiatives.
* Support the coordination of VIP, influencer, or promotional experiences as directed.
* Contribute ideas for content creation, events, and social media when applicable.
* Encourage online reviews, referrals, and membership renewals to support client retention goals.
* Actively support the Company's sales objectives by promoting services, memberships, and retail products in line with client needs and Company standards.
* Confidently communicate the value, benefits, and pricing of treatments and packages to encourage informed purchasing decisions.
* Track and maintain accurate sales records, ensuring transparency and alignment with Company promotions and policies.
* Collaborate with clinical and leadership teams to optimize service conversions, product recommendations, and overall revenue growth.
* Ensure marketing materials, brand visuals, and messaging used within the location comply with Company brand guidelines, HIPAA standards, and applicable advertising regulations.
* Coordinate with the corporate or regional marketing team on campaign implementation, content approvals, and reporting on marketing ROI or lead performance.
* Monitor local marketing partnerships, events, or collaborations, ensuring alignment with brand image and ROI objectives.
* Act as the communication bridge between Marketing, Operations, and Clinical teams to guarantee message consistency and flawless campaign execution.
* Support localization of corporate campaigns for new or franchise locations while protecting brand standards and required disclosures.
* Lead on-site setup, staffing, and operational coordination for Company-hosted events, influencer visits, and local partnership activations.
Finance, Legal & Compliance Oversight
* Work collaboratively with the finance team to monitor expense categories, ensure budget adherence, and flag variances for review.
* Maintain accurate and organized vendor, payroll, and contract records to support audits and financial transparency.
* Ensure all vendor contracts, leases, and service agreements are reviewed and stored in accordance with Company legal and compliance policies.
* Monitor and enforce compliance with HIPAA, OSHA, sanitation, safety, and labor regulations applicable to medical spa operations.
* Maintain oversight of facility readiness, safety logs, MSDS sheets, and employee certifications to ensure audit preparedness and continuous compliance.
* Report and document any incidents, client complaints, or adverse events in accordance with Company policy and regulatory requirements.
* Support Company leadership during external audits, inspections, or legal inquiries by providing timely and accurate information.
* Support multi-jurisdiction compliance by escalating location-specific regulatory changes and ensuring adoption of Company policies and required postings across sites.
Conflict Resolution & Client Advocacy
* Respond to client concerns with empathy and professionalism, escalating serious issues to management.
* Act as an advocate for clients to ensure any issues are resolved quickly and positively.
* Maintain awareness of client satisfaction trends and proactively propose improvements to the client experience process.
* Handle client information and communications in full compliance with HIPAA and Company privacy protocols.
Leadership, Compliance & Excellence Expectations
* Uphold the Company's standards of excellence in service delivery, communication, and operational performance.
* Lead by example in professionalism, reliability, and client-focused care.
* Responsible for meeting or exceeding key performance indicators (KPIs) as set by management, including revenue growth, client retention, conversion rate, and staff utilization.
* Oversee the performance, scheduling, and adherence to Company policies of front desk and support staff as assigned, ensuring consistent service standards and operational compliance.
* Provide coaching, feedback, and corrective guidance to team members in collaboration with management.
* Proactively identify and implement process improvements to achieve these metrics.
* Track, analyze, and report on key operational and client experience metrics, including appointment conversion rates, client satisfaction feedback, and sales or revenue trends, identifying areas for improvement and recommending corrective actions.
* Provide daily Slack updates summarizing key metrics (revenue, appointments, cancellations, issues).
* Submit weekly operational reports and monthly summaries including KPI analysis and recommendations.
* Setting weekly/monthly goals and conducting reviews with management.
* Function as the operational connector between all departments-clinical, administrative, marketing, HR, and finance-ensuring cohesive communication, workflow efficiency, and alignment with Company objectives.
* Collaborate with clinical, marketing, and leadership teams to ensure alignment between client experience, operational efficiency, and business goals.
* Develop, document, and continuously improve Company policies, SOPs, checklists, and playbooks; maintain version control and ensure adoption across locations and franchisees as directed.
* Participate in or lead the development and rollout of new processes, SOPs, or tools designed to improve clinic performance, communication, or client satisfaction.
* Assist in managing front-of-house budgets, vendor contracts, and expense tracking to ensure cost-effective operations aligned with Company guidelines.
* Ensure compliance with all federal, state, and local regulations applicable to medical spa operations, including HIPAA, OSHA, sanitation, and labor standards.
* Maintain oversight of facility readiness, safety logs, and staff certifications to ensure continuous regulatory compliance and audit preparedness.
* Drive a culture of accountability, collaboration, and excellence across all departments, acting as the central point that keeps daily operations, communication, and execution connected.
* Proactively identify opportunities to improve processes, client satisfaction, and overall clinic performance, and communicate recommendations to management.
* Demonstrate initiative, adaptability, and ownership of results, maintaining composure and solution-oriented thinking under pressure.
* Support franchise operations as directed by leadership, including training, policy rollout, audit readiness, and periodic performance reviews for network locations.
* Responsible for following through on all assigned tasks from leadership meetings until completion, ensuring communication loops are closed and deliverables met.
Conduct regular quality checks (mystery calls, client follow-ups, facility walkthroughs) to ensure adherence to Company service standards and SOPs, documenting findings for management review.
Requirements
* Previous MedSpa, spa, or aesthetic industry experience
* Prior sales, customer service, or hospitality experience is a plus
* 1-3 years of experience is ideal
Benefits
Work Schedule: 10 am to 6pm
$70k annual base + commission