About this role
We are seeking a dedicated, compassionate, and highly motivated Patient Experience & Medical Assistant to play a key role in supporting the success of our Westbank clinic. This position combines exceptional patient service with clinical support responsibilities to create a seamless, welcoming, and high-quality patient experience from check-in through treatment and checkout. The Patient Experience & Medical Assistant should be comfortable working in a fast-paced environment, balancing front-office and clinical responsibilities, and transitioning between administrative and patient-care duties as needed. A strong focus on communication, empathy, professionalism, teamwork, and attention to detail is essential.
# Role and Responsibilities
Patient Experience & Front Office
- Greet patients and visitors warmly, creating a friendly and professional first impression.
- Check patients in and out efficiently.
- Answer multi-line phone systems in a courteous and professional manner.
- Schedule, confirm, and reschedule appointments.
- Provide information regarding clinic services, policies, and procedures.
- Provide concierge-level service and address patient questions or concerns, escalating when appropriate.
- Assist with patient flow and communication between front-office and clinical staff.
- Perform general clerical duties, including scanning, attaching paperwork, faxing, and handling incoming and outgoing mail.
- Accurately process patient payments, including balances, rewards programs, and third-party payment plans.
- Explain and enroll patients in applicable rewards programs and promotional offers.
- Assist patients with understanding their financial responsibilities and payment options.
- Address billing questions and concerns.
- Maintain knowledge of practice pricing, promotions, financial policies, and offerings.
Aesthetic & Clinical Support
- Assist Nurse Practitioners with injectable treatments, including Botox and fillers, as directed and within applicable training and scope of practice.
- Assist with preparation for injectable treatments, including taking appropriate photographs and applying topical numbing as directed.
- Complete new patient paperwork and assist with sending and receiving required clearances.
- Take and maintain accurate before-and-after patient photographs in accordance with practice standards.
- Stock treatment rooms and maintain adequate clinical supplies.
- Maintain clean, organized, and properly prepared treatment areas.
- Follow established safety, hygiene, infection-control, and confidentiality standards.
- Support efficient clinic operations and patient flow.
- Perform other duties as assigned.
Qualifications
Minimum Education and Experience Requirements
- High school diploma or equivalent (required)
Preferred Education or Experience
- Certified Medical Assistant preferred.
- 1–2+ years of experience in a medical office, hospital, aesthetics, medspa, or hospitality/customer service environment preferred.
- Experience in aesthetic medicine or a medspa environment preferred.