Patient Services Representative

Description

You’re the first impression, the lasting impression, and the connector between exceptional care and meaningful growth. As a Patient Services Representative at RL, you deliver high-touch hospitality with high-performance sales execution, creating a seamless, elevated experience for every patient—every visit. You’re polished, personable, goal-driven, and energized by medical aesthetics. You build trust quickly, love recommending the right solutions, and take pride in converting great conversations into loyal, long-term patients.

What You’ll Do

• Deliver a luxury, concierge-style patient experience at check-in, check-out, billing, and across all communication channels
• Act as a brand ambassador—welcoming, educating, and guiding patients with confidence and warmth
• Drive revenue while supporting patient retention through add-on bookings, retail sales, membership value identification, and event promotion
• Convert inquiries into consultations and consultations into treatments
• Speak fluently about services, pricing, promotions, and provider plans
• Maintain a beautiful, organized reception and retail space
• Collaborate closely with providers and teammates to elevate outcomes and experiences

Performance KPIs

• Consultation and appointment conversion rates
• Retail, membership, and add-on sales performance
• Schedule utilization and rebooking percentages
• Patient retention, loyalty, and referral engagement
• Event and promotion participation
• Accuracy, efficiency, and compliance in patient flow and documentation
• Consistently positive patient feedback and experience scores

Our RL Values

• Honesty: Transparent, ethical communication with patients and teammates
• Accountability: We own our results, our numbers, and our impact
• Positivity & Respect: Every interaction is warm, professional, and inclusive
• Growth & Performance: We’re driven to improve, exceed goals, and evolve
• Collaboration & Teamwork: We win together and support each other daily
• Hospitality: Elevated service isn’t a moment—it’s our mindset

Requirements

• Love sales, patient service, and medical aesthetics equally
• Are confident recommending, educating, and closing
• Thrive in a fast-paced, high-expectation environment
• Bring polish, professionalism, and optimism to every interaction
• Are detail-oriented, adaptable, and solutions-focused
• Have customer service or scheduling experience (aesthetic or medical experience is a plus)