# Concierge Manager

> NakedMD · Newport Beach, United States · Full-time · Posted 2026-05-26

**Salary:** USD 30–35

**Workplace:** on_site

**Department:** Corporate

## Description

**NakedMD** is a leading medical aesthetics and wellness brand, dedicated to providing personalized cosmetic treatments and memberships in a luxury med spa environment. As we continue to expand our patient-centric approach, we are seeking a Concierge Manager to oversee our call center operations and drive exceptional patient experiences.  
  
This role is pivotal in managing both on-site and offshore teams, ensuring seamless communication, operational excellence, and consistent brand standards across all touchpoints.  
  
Key responsibilities include:

-   Manage daily call center operations, including staffing, scheduling, queue management, and workflow optimization for both on-site and Philippines-based teams.
-   Monitor and own key performance indicators (KPIs) such as call volume, average handle time, first call resolution, conversion rates, abandonment, and patient satisfaction, driving continuous performance improvements.
-   Develop and refine call scripts, escalation protocols, and workflows to deliver a consistent, brand-aligned patient experience.
-   Oversee outbound concierge programs, including follow-ups, reactivation campaigns, reminders, post-treatment care, and membership retention initiatives.
-   Manage the call center technology stack (phone systems, CRM, scheduling, communication tools) and ensure comprehensive team training and adoption.
-   Lead, coach, and performance-manage on-site concierge representatives, conducting 1:1s, call monitoring, and reviews, while building robust training programs.
-   Remotely oversee offshore team alignment, performance monitoring, communications, and coordinated training/script updates.
-   Serve as the senior escalation point for complex patient issues, translating feedback into actionable process and coaching improvements.
-   Drive revenue outcomes through appointment conversion, membership enrollment, and lapsed-patient reactivation.
-   Collaborate with marketing and studio/operations leaders to optimize lead volume, patient handoffs, and cross-location consistency.
-   Deliver consolidated performance reporting to the District Manager.
-   Ensure HIPAA-compliant patient communication and data handling, including offshore data security protocols.
-   Identify operational inefficiencies and lead continuous improvement initiatives.

## Requirements

### Required Qualifications:

-   High school diploma
-   3+ years of experience managing a call center or patient experience team
-   Experience overseeing a team of approximately 20–30 call center or concierge representatives
-   Hands-on experience using RingCentral for telephony/call center operations
-   Hands-on experience using Zoom for team communications
-   Authorized to work in the United States
-   Availability to work Friday and Saturday as part of a 5-day workweek

### Preferred Qualifications:

-   Experience overseeing offshore or remote teams
-   Work experience in a medical spa, luxury wellness, or healthcare environment
-   Familiarity with medical spa services, injectables, and memberships
-   Bilingual proficiency (any two languages)

## Benefits

-   Competitive hourly compensation of $30–$35 per hour
-   Comprehensive health insurance, including medical, dental, and vision coverage
-   Opportunities for professional development and ongoing training
-   Employee discounts on treatments and memberships
-   Supportive, patient-focused team culture

## Apply

[Apply at NakedMD](https://apply.workable.com/nakedmd/j/5A23391A72/apply)

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