About the role

As a Patient Coordinator at The Things We Do, you will be the heartbeat of our client experience, ensuring every individual feels valued and cared for from the moment they step into our serene spaces.

Your role is multifaceted: you'll provide exceptional customer service, support our team with administrative tasks, and guide clients in discovering the perfect skincare products tailored to their unique needs. Your ability to connect with clients and provide personalized service will be essential in creating lasting relationships and driving sales.

Key responsibilities

1. Welcome clients with warmth: Create a positive and uplifting experience for every client.
2. Appointment coordination: Schedule appointments seamlessly across all The Things We Do locations.
3. Product expertise: Provide detailed insights into treatments and skincare products.
4. Sales and recommendations: Confidently recommend and sell skincare products, leveraging your knowledge to meet clients' needs.
5. Financial management: Handle sales transactions securely and efficiently.
6. Retail ambiance: Maintain the aesthetic appeal of our retail lobby.
7. Stay informed: Keep up to date on ongoing specials and promotions to share with clients.
8. Build relationships: Foster genuine connections with clients to encourage loyalty and retention.
9. Team communication: Ensure smooth communication of appointment details with providers and medical assistants.

About the role

Reports to: Regional Manager

The Things We Do is a growing multi-location medspa with a strong brand and devoted community, delivering high-quality aesthetic treatments and skincare services. We are expanding and looking for a Location Manager who can take full ownership of their location's day-to-day operations, ensuring every client receives an exceptional experience from the moment they walk in.

The Location Manager is the heartbeat of their location. You are responsible for ensuring the location runs smoothly across four areas: Space, People, Process, and Performance. You own the front-of-house experience end to end: managing the Patient Coordinators and Medical Assistants, ensuring every client receives an exceptional experience, keeping the space pristine, and making sure every policy is followed. This is a hands-on leadership role. You lead from the floor, not from behind a desk.

People & team management

1. Manage, train, and hold the location team accountable, ensuring everyone meets their goals and delivers a consistently high standard of care and service.
2. Own day-to-day scheduling for front desk and MA coverage, ensuring the location is never understaffed or overstaffed.
3. Manage and coordinate provider schedules: optimize booking density, minimize gaps, and align staffing with demand.
4. Lead recruiting and onboarding for new team members at the location, ensuring they are fully trained on systems, scripts, and protocols.
5. Own and schedule ongoing team trainings.
6. Conduct regular 1:1s with direct reports, provide coaching, and flag performance concerns to the Regional Manager early.
7. Foster a positive, professional team culture. Address conflicts quickly and fairly.
8. Run daily huddles and weekly team check-ins to review goals, share updates, and maintain alignment.

Client experience & retention

1. Own the end-to-end client experience.
2. Own patient retention.
3. Ensure all client emails, messages, and phone calls are responded to within 24 hours.
4. Handle client complaints, disputes, and negative reviews. Resolve directly when possible, escalate when needed.

Process & compliance

1. Ensure all company policies and procedures are executed correctly.
2. Audit transactions regularly for accuracy.
3. Manage inventory: track product levels, place orders, conduct regular counts, and minimize waste or shrinkage.
4. Ensure the location remains compliant with labor laws, including breaks, time-card accuracy, and proper scheduling.
5. Implement corporate initiatives as directed and report on adoption and results.

Performance & financial accountability

1. Track and drive location KPIs.
2. Review daily and weekly numbers and take immediate action when metrics are off track.
3. Identify opportunities to increase revenue through upselling, improved booking density, and reduced no-shows and cancellations.
4. Manage the location's labor budget. Optimize scheduling to hit payroll targets without sacrificing client experience.

Marketing, events & cross-location collaboration

1. Partner with Marketing and PR to plan and execute in-location events, promotions, and community activations.
2. Work closely with other Location Managers to share best practices, support each other during busy periods, and maintain a consistent client experience across all locations.
3. Communicate location-level insights and client feedback to inform broader marketing and brand strategy.

Space & facilities

1. Ensure the location is clean, organized, and well maintained at all times.
2. Conduct daily walk-throughs and enforce opening and closing checklists.
3. Coordinate repairs and maintenance: submit requests, source vendors, and follow through to completion.
4. Maintain supply levels for all treatment rooms and the front desk.

What we're looking for

1. 4 to 6+ years of experience in medspa, aesthetics, beauty, wellness, hospitality, or retail, with at least 2 years in a supervisory or management role.
2. Experience managing front desk and/or clinical support staff.
3. Excellent written and verbal communication skills, with the ability to lead meetings, coach team members, and interface with clients professionally.
4. Strong organizational skills. You keep a tight operation and nothing slips through the cracks.
5. A natural leader who leads by example. You're on the floor with your team, not just delegating.
6. Client-obsessed. You understand that every touchpoint matters and you hold your team to that standard.
7. Comfortable with data. You track KPIs and use them to coach your team and improve performance.
8. Proactive problem solver. You don't wait for things to break. You see an issue, you fix it.
9. Experience with scheduling and booking platforms (Boulevard preferred), POS systems, and Google Workspace.