Front Desk / Patient Experience & Sales Associate

Front Desk / Patient Experience & Sales Associate
Lumina Vein & Aesthetic Institute
Location: Windermere, FL
Position Type: Full-Time
About Lumina
Lumina Vein & Aesthetic Institute is a busy vein and aesthetic practice providing advanced vascular, cosmetic, and medical aesthetic services. We are looking for an outgoing, confident, highly organized Front Desk / Patient Experience & Sales Associate who can thrive in a fast-paced environment and genuinely enjoys working with people.

This is not a traditional receptionist position.

Our front desk team is the face of Lumina. You will be one of the first and last people our patients interact with, and you will play an important role in creating an exceptional patient experience, maintaining strong patient relationships, collecting payments, coordinating care, and helping patients move forward with treatments that are appropriate for their needs.

We are looking for someone who is warm, energetic, confident, driven, resourceful, and comfortable having conversations about money, treatment, and patient concerns.

The Ideal Candidate
The right person for this position:
Is naturally outgoing, friendly, and comfortable talking to anyone
Has a confident, positive personality and makes patients feel welcome immediately
Is comfortable having conversations about money, balances, deposits, payment plans, and large amounts owed
Does not shy away from financial conversations or uncomfortable conversations
Is comfortable asking for payment and following through on outstanding balances
Is highly motivated by patient retention, scheduling, and practice growth
Has a “we don't give up on the patient” mentality
Looks for solutions rather than simply saying, “We can't do that”
Is comfortable discussing cosmetic procedures, aesthetic concerns, and treatment options
Can recognize when a patient has an additional concern or interest and appropriately connect them with the clinical team
Is comfortable with consultative sales and understands that educating patients and helping them move forward with treatment is part of the role
Is confident discussing the value of treatments and the investment involved
Can build rapport quickly and turn inquiries into consultations and consultations into scheduled treatments
Is an excellent multitasker who can handle phones, texts, check-ins, scheduling, payments, insurance questions, and patient needs simultaneously
Is proactive rather than waiting to be told what to do
Takes ownership of problems and follows them through to resolution
Communicates clearly and professionally with patients and coworkers
Can remain calm, friendly, and solution-oriented when the office is busy
Understands that every patient interaction is an opportunity to build trust and strengthen the relationship with Lumina
Key ResponsibilitiesPatient Experience & Front Desk
Welcome every patient warmly and professionally
Serve as a positive representation of the Lumina brand
Manage patient check-in and check-out
Answer phones, texts, emails, and patient questions promptly
Coordinate appointments, consultations, treatments, follow-ups, and cancellations
Maintain an organized and efficient front desk
Anticipate patient needs and proactively address concerns
Create a personalized experience for new and established patients
Maintain strong relationships with patients throughout their treatment journey
Follow up with patients who have not scheduled, completed treatment, or returned for recommended services
Scheduling & Patient Retention
Actively manage the schedule and look for opportunities to fill openings
Follow up with patients who have outstanding treatment recommendations
Contact patients who have not scheduled their next treatment
Help patients understand the importance and timing of recommended treatments
Work to retain patients rather than allowing patients to simply fall through the cracks
Identify barriers to scheduling and work toward reasonable solutions
Maintain strong communication with patients before, during, and after treatment
Help maximize provider and treatment-room utilization
We want someone who thinks: “How can I help this patient move forward?” rather than “The patient said no, so we're done.”
Financial & Payment Responsibilities
Confidently discuss treatment costs, estimates, balances, deposits, and payment expectations
Collect payments at the time of service
Discuss outstanding balances professionally and directly
Follow established financial policies consistently
Explain financing options and available payment methods
Follow up on unpaid balances when appropriate
Handle financial conversations with confidence, professionalism, and empathy
Understand that collecting payment is an important part of providing a successful patient experience and operating a healthy practice
You must be comfortable talking about money. Patients may have significant treatment investments, and our team must be able to confidently explain costs, answer questions, and ask for payment without hesitation or discomfort.

Cosmetic & Aesthetic Patient Engagement
Be comfortable discussing Lumina's aesthetic services and general treatment offerings
Listen to patients' cosmetic concerns and goals
Recognize opportunities to introduce patients to appropriate services
Educate patients on the consultation process and available treatment options
Help patients understand the value and investment associated with aesthetic treatments
Schedule appropriate consultations with the clinical team
Support conversion from inquiry → consultation → treatment
Follow up with patients who express interest but do not immediately schedule
You do not need to perform clinical consultations. You do need to be comfortable talking about aesthetic treatments, asking questions, understanding patient goals, and knowing when to bring a clinical team member into the conversation.

Insurance & Vein Practice Support
Insurance experience is strongly preferred.

Responsibilities may include:
Verify insurance benefits and patient eligibility
Understand basic insurance terminology including deductibles, copays, coinsurance, referrals, and authorizations
Assist with referrals and authorization processes
Communicate insurance requirements to patients
Explain that insurance benefits and patient responsibility can vary by plan
Assist patients with questions regarding estimated financial responsibility
Coordinate with the clinical and insurance teams to prevent delays in treatment
Maintain accurate patient and insurance information
Multitasking & Teamwork
Lumina is a busy practice, and our front desk team must be able to juggle multiple priorities without becoming overwhelmed.

You may simultaneously be:
Checking in a patient
Answering a phone call
Responding to a text
Collecting large sums of money
Scheduling a follow-up
Answering an insurance question
Helping another patient with a cosmetic concern
Communicating with a provider
Filling a last-minute cancellation
Following up with a patient who has not scheduled
The ability to prioritize, stay organized, communicate clearly, and maintain a positive attitude under pressure is essential.

What We Are Looking For
Required:
Exceptional customer service and communication skills
Strong verbal and written communication
Professional, polished, and personable demeanor
Ability to multitask in a fast-paced medical/aesthetic environment
Strong attention to detail
Excellent organizational skills
Comfortable discussing money and collecting payments
Comfortable discussing cosmetic services and patient concerns
Strong follow-up skills
Dependable and accountable
Positive, team-oriented attitude
Ability to learn new systems, procedures, and technology quickly
Preferred:
Medical spa, plastic surgery, dermatology, vein, or other aesthetic/medical practice experience
Insurance verification experience
Referral and prior authorization experience
Medical front office experience
Sales or consultative sales experience
Experience with an EHR/EMR system
Experience discussing cosmetic procedures and treatment plans with patients
The Lumina Mindset
At Lumina, we believe that every patient interaction matters.

We are looking for someone who takes ownership, follows through, and genuinely wants to help patients.

We don't want someone who simply answers the phone, checks patients in, and waits for the next task.

We want someone who notices that a patient has not scheduled, picks up the phone, and reaches out.

Someone who sees an empty appointment slot and thinks about how to fill it.

Someone who hears a patient say, “That's more than I expected,” and is comfortable having the conversation instead of immediately backing away.

Someone who can hear a patient's cosmetic concern, show genuine interest, and connect that patient with the right member of our team.

Someone who can confidently discuss a $100 deposit, a $2,000 treatment plan, or a significant outstanding balance while still making the patient feel respected and valued.

Someone who believes that losing a patient should never be the first option.

If you are outgoing, driven, personable, confident, organized, comfortable talking about money, and motivated by both patient satisfaction and practice growth, we want to meet you.

Pay: $18.00 - $22.00 per hour
Expected hours: 40.0 per week
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Education:
High school or equivalent (Preferred)
Language:
Spanish (Required)
Ability to Commute:
Windermere, FL 34786 (Required)
Work Location: In person