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At Moxie, we empower entrepreneurs to launch, run, and grow their own aesthetics businesses with a combination of software and services. In less than 2 years, we have grown from an idea to a team of 50, with a business that is in the top-decile in terms of growth, and a remote-first team that has been self-described as high-trust, low ego, high output.
The Role
Many of our nurses are first-time business owners, and some are still working other jobs. Managing their own calendar, engaging with new client leads, and being available for calls and text messages with questions can be overwhelming. Our Virtual Front Desk ensures that every client interaction is handled with care and professionalism, giving our Nurses more time to focus on what they do best – taking care of their patients. Having already onboarded a stellar team member, we are looking to expand our roster for the Advanced offering.
As an Advanced Virtual Front Desk Specialist, you will be at the heart of operations for 3-4 high-level Medspas. Your role will encompass a wide array of responsibilities, including:
-Answer incoming phone calls and messages to the business
-Lead conversion: Close inbound leads by calling and texting them via our CRM
-Appointment setting: Answer incoming inquiries to the business to set appointments
-Schedule management: Rescheduling appointments, booking follow-up appointments, and following up with clients about their appointments
-Administrative tasks: Ensuring all client information is updated with loyalty information, and documents are completed before appointments
-Answering questions about the business and general knowledge about the services provided
-Proactively escalating questions and concerns to the Medspa owner
We’re looking for:
-Experience in a customer service-oriented role, preferably as a Virtual Assistant, Front Desk Operator, or in a similar capacity.
-Background in the healthcare industry, with an understanding of its unique challenges and requirements.
-Experience in sales, with a knack for converting leads into valuable client engagements.
-Availability to work during US hours and follow US holidays
-Exceptional proficiency in both written and verbal English, with a neutral accent for clear communication.
-A confident and independent problem-solver who can navigate the complexities of the role with minimal supervision.
TO APPLY, we require you to fill out the application form and submit the following:
-A video sample introducing yourself covering basic information and short career background. Video recording should be no more than 2 minutes
-Copy of your resume
-Internet speed test
-Answers to the 2 written exercises below:
Exercise Part 1: Client Communication / Lead Management
You are the virtual front desk officer for 2 Medspas:
Enchanted Health & Wellness Spa, located at 4970 Eldorado Parkway, Suite 332, San Antonio, TX. The spa offers Neurotoxins, Fillers, and Microneedling. There are promotions for first-time customers, including free consultations and discounted Neurotoxins at $9/unit with a minimum purchase of 20 units (the original price is $12/unit). Reservations require a credit card on file to charge a no-show penalty of $50, and cancellations or rescheduling must be done at least 48 hours in advance. Accepts credit cards, cash, and payments with Affirm and Cherry.
Pink Beauty Medspa, located at 123 Bison Trial, Jacksonville, FL. The spa offers, Neurotoxins, Filler, Weightloss, and IV Treatments. There are promotions for first-time customers including a free consultation and discounted Neurotoxins at $199 for 20 units (20 unit purchase required). Reservations do not require credit cards, cancellations or rescheduling must be done at least 24 hours in advance. Accepts credit and debit cards, Venmo, and PayPal. Does not accept Cherry payments.
Given the provided background details, respond to the following messages from potential customers (keep it short and clear – format as text response):
1. “Hello, what services do you offer?” (New lead for Enchanted Health & Wellness)
2. “Are you running any promotions for existing clients?” (New lead for Pink Beauty Medspa)
3. “Can you tell me about your Neurotoxin promotion for new clients” (New lead for Enchanted Health & Wellness)
4. “I need to cancel my appointment for tomorrow in 26 hours – will I get charged?” (Pink Beauty Medspa)
5. “Where are you located?” (Pink Beauty Medspa)
6. “What is your cancelation policy?” (Enchanted Health & Wellness)
7. “Can I pay cash for my appointment tomorrow?” (Enchanted Health & Wellness)
8. “I usually pay with Cherry at the other location, can I use that?” (Pink Beauty Medspa)
Exercise Part 2: Calendar Management
Review Enchanted Health & Wellness Spa’s weekly calendar. The Medspa’s opening hours are
Monday – Friday from 9:30 AM to 12:30 PM and 2:00 PM to 6:30 PM
Saturdays from 10:30 AM to 2:30 PM
Sundays closed
The Provider at Enchanted Health & Wellness Spa likes having a minimum 10 minutes between appointments to ensure she never has people waiting for her. The provider is also okay with appointments ending up to 10 minutes after closing time, but no more.
Appointment Types:
Filler appointments are scheduled for 45 minutes
Neurotoxin appointments are scheduled for 30 minutes
Microneedling appointments are scheduled for 60 minutes
Consultations are scheduled for 30 minutes
Follow-up appointments are scheduled for 15 minutes
Complete the below tasks: This should take 30 minutes
1. Identify and Resolve Conflicts & Errors: Find and fix any scheduling conflicts for the week as well as any appointment errors. Provide details of which appointments will be moved or modified, how/when they will be updated, and your reasoning behind the change.
2. Communicate Changes: Draft text messages to patients whose appointments have been modified (consider who should get messages vs. those that are not necessary). You can send the same text message, and only adjust the name and appointment information to be accurate to the situation.
3. Advice to ensure results – we recommend you understand the opening times of the Medspa and review the appointment times. After that go day by day to identify and resolve conflicts and errors on the appointments. This should help you stay organized and complete the task in a timely manner.
Please click on this link to apply:
/Moxie/724185d3-2b4c-4cbe-bdd7-e8f3cb8cf769
Thank you and good luck!
APPLY FOR THIS JOB:
Company: Family Destinations Guide
Name: Rodge Kalalo
Email: