Senior Patient Concierge (Revenue & Client Experience Specialist) at Verstand Resources Limited

Role Overview

• We are seeking a highly experienced, results-driven Patient Concierge to serve as the face and revenue driver of our front office. This is not a traditional receptionist role—this position is central to sales conversion, client experience, and revenue growth.
• The ideal candidate is a high-performing closer, relationship builder, and proactive communicator who thrives in a luxury environment and understands how to guide clients seamlessly from inquiry to treatment and long-term retention.

Key Responsibilities
Lead Conversion & Revenue Generation:

• Manage all inbound and outbound inquiries (calls, WhatsApp, social media, website leads)
• Convert leads into booked consultations and treatments with a target conversion rate of 80%+
• Confidently present treatments, pricing, and value propositions to prospective clients
• Follow up consistently and strategically to close undecided leads
• Identify upsell and cross-sell opportunities for treatments and products

Client Experience & Retention:

• Deliver a luxury, white-glove client experience from first contact to post-treatment follow-up
• Build strong relationships with clients to increase retention and lifetime value
• Maintain consistent communication with existing patients (check-ins, reminders, reactivation)
• Ensure every client interaction reflects the brand’s premium positioning

Front Office Operations (Revenue-Focused):

• Manage appointment scheduling to maintain 75%+ booking capacity
• Optimize provider schedules for maximum productivity and revenue
• Minimize no-shows and cancellations through proactive confirmation systems
• Maintain accurate client records and pipeline tracking

Marketing Support & Growth Initiatives:

• Collaborate with marketing to follow up on campaigns and convert generated leads
• Identify trends, objections, and opportunities to improve conversion strategies
• Actively contribute ideas to improve patient acquisition and retention
• Support execution of promotions, events, and referral programs

Key Performance Indicators (KPIs)

• Lead conversion rate: 80%+
• Booking capacity: 75%+ maintained
• Client retention rate improvement
• Reduction in no-show rates
• Revenue generated from consultations and follow-ups

Ideal Candidate Profile
We are looking for someone who is:

• Sales-driven: Proven ability to convert leads and exceed revenue targets
• Highly proactive: A go-getter who does not wait to be told what to do
• Strategic thinker: Understands client psychology and buying behavior
• Exceptional communicator: Clear, confident, persuasive, and polished
• Luxury-minded: Understands high-end clientele and premium service delivery
• Detail-oriented & organized: Able to manage multiple leads and follow-ups efficiently
• Tech-savvy: Comfortable with CRM systems, scheduling tools, and digital communication platforms

Required Experience:

• 3–5+ years in a similar role (medical aesthetics, wellness, luxury service, or high-end sales environment preferred)
• Proven track record of high conversion rates and revenue generation
• Experience handling high-value clients and premium services
• Strong background in sales, client management, or front office leadership

What We’re Looking For (Non-Negotiables):

• You must be a closer, not just a coordinator
• You must be results-driven, not task-driven
• You must take ownership of revenue, not just bookings
• You must operate with urgency, professionalism, and excellence at all times