Front Desk Representative

ROLE SUMMARY

About The Company

Rios Center for Plastic Surgery is a premier cosmetic surgery practice based in Edinburg and McAllen, Texas. Founded by Dr. Luis M. Rios, Jr., a double board-certified plastic surgeon and past president of the Texas Society of Plastic Surgeons, the center is known for delivering high standards of patient care in a state-of-the-art, accredited surgical facility. The practice offers a comprehensive range of surgical and non-surgical aesthetic services and serves as a training site for aesthetic surgery fellows and residents. Rios Center for Plastic Surgery is deeply committed to patient education, community ties, and maintaining a high-energy, respectful culture that prioritizes excellence and patient satisfaction.

About The Role

The Front Desk Team Member is the face and voice of the Rios Center, serving as the first point of contact and setting the tone for our five-star patient experience. This in-office role is responsible for flawlessly managing the front desk, greeting patients with warmth, and handling a variety of administrative tasks with precision. The Front Desk Team Member is essential for creating a welcoming atmosphere and ensuring a smooth, efficient, and luxurious front office operation. This position offers the opportunity to be part of a dynamic team, develop expertise in medical office management, and make a meaningful first impression on every patient who walks through the door.

This position is perfect for someone who:

✅ Is naturally warm, personable, and genuinely enjoys making people feel welcomed and valued from their first interaction

✅ Thrives in a fast-paced, multitasking environment and stays calm, organized, and positive under pressure

✅ Takes pride in attention to detail and accuracy, understanding that small mistakes impact patient experience and operations

✅ Is proactive and anticipates needs, solving problems without waiting to be asked

✅ Is motivated by being the face of a luxury medical practice and upholding its reputation through every interaction

ROLE RESPONSIBILITIES

PATIENT EXPERIENCE & RECEPTION MANAGEMENT

First impressions directly impact patient perception of the entire practice and their willingness to recommend Rios Center to others. Every greeting and interaction sets the tone for the patient’s experience.

• Greet all patients and visitors with a warm, professional, and welcoming demeanor
• Manage the patient check-in process with efficiency, accuracy, and a personal touch, including collection of necessary information
• Manage the patient check-out process, including payment collection and scheduling of follow-up appointments
• Answer all incoming phone calls in a timely and professional manner, providing information about services, scheduling appointments, and directing calls appropriately
• Handle patient inquiries and concerns with empathy, professionalism, and a commitment to resolution
• Maintain a pristine, organized, and aesthetically pleasing reception area that reflects the luxury and quality of the practice
• Manage and organize all incoming packages and mail (FedEx, UPS, etc.), ensuring proper routing and documentation
• Maintain office supplies and equipment (printer, scanner, copier, etc.), reporting any malfunctions or maintenance needs
• Ensure the reception area is clean, stocked, and ready for patient interactions at all times

APPOINTMENT SCHEDULING & CALENDAR MANAGEMENT

Efficient scheduling directly impacts provider productivity, patient satisfaction, and revenue. Accurate scheduling prevents delays, reduces no-shows, and maximizes clinic utilization.

• Schedule and confirm all patient appointments with accuracy and attention to detail
• Manage the clinic’s master schedule to optimize provider time and ensure appropriate spacing between appointments
• Conduct appointment confirmation calls to reduce no-shows and ensure patient preparedness
• Reschedule cancelled or missed appointments and maintain accurate records of all changes
• Coordinate scheduling with multiple providers to ensure efficient use of clinical space and resources
• Manage waitlists and accommodate urgent appointment requests when possible
• Provide patients with appointment reminders via phone, email, or text as appropriate
• Maintain organized and accessible scheduling records for easy reference by clinical staff

PATIENT RECORDS & ADMINISTRATIVE SUPPORT

Accurate patient records and financial management protect patient privacy, ensure regulatory compliance, and maintain the practice’s operational and financial integrity.

• Manage patient records with a high degree of accuracy and confidentiality, ensuring all information is current and complete
• Collect and organize all necessary patient information, consent forms, and medical history documentation
• Ensure all patient records are properly filed and easily accessible to clinical staff
• Process patient payments, manage financial transactions, and clearly communicate billing and payment policies
• Maintain accurate records of all financial transactions and prepare daily deposit reports
• Perform data entry tasks with accuracy, including patient demographics and appointment details
• Manage office supplies inventory and place orders as needed
• Assist with general administrative tasks as assigned by management

COMMUNICATION & COORDINATION

Clear communication between patients and the clinical team ensures seamless care coordination, prevents misunderstandings, and maintains patient satisfaction throughout their journey.

• Provide patients with general information about the practice, its services, and procedures with confidence and clarity
• Coordinate with the clinical staff to ensure a seamless patient handoff and to communicate any specific patient needs or concerns
• Relay messages accurately and efficiently between patients, providers, and other staff members
• Maintain professional and courteous communication with all internal and external contacts
• Respond to patient inquiries about services, pricing, and scheduling in a timely and professional manner
• Assist in managing patient satisfaction by addressing concerns and escalating issues appropriately

Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.

ROLE QUALIFICATIONS

Required Qualifications

• A minimum of 2 years of experience in a front desk, administrative, or high-end customer-facing role
• A proven track record of delivering exceptional customer service with a genuine passion for helping people
• Exceptional interpersonal and communication skills, with a consistently warm, professional, and polished demeanor
• The ability to multitask and remain calm, organized, and positive in a busy, fast-paced environment
• A proactive and resourceful problem-solving attitude
• Impeccable organizational skills and a high level of attention to detail
• A commitment to maintaining confidentiality and professionalism at all times
• Proficient in standard office software (e.g., Microsoft Office, email) and comfortable learning new software systems
• Professional and courteous phone manner with the ability to handle multiple calls efficiently
• Ability to work in-office in Edinburg/McAllen, Texas.
• Bilingual in English and Spanish is a significant asset

Preferred ("Nice-to-Have") Qualifications

• Experience in a medical practice, high-end spa, or luxury hospitality setting is highly preferred
• Familiarity with medical terminology or EMR/practice management software is a plus
• Experience with medical office scheduling software or appointment management systems

ROLE SPECIFICATIONS

• Salary: $42,000 - $48,000 anually ($20 - $23/hr), based on experience.
• Role Type: Full-time
• Location: In-office, Edinburg/McAllen, Texas
• Schedule: Monday to Friday, aligned with operational hours + occasional flexibility based on consult demand
• Benefits: Paid Time Off (PTO), Paid Holidays, Paid Sick Time, Med Spa Employee Perks, Simple IRA Retirement Plan

Job Type: Full-time

Pay: $42,000.00 - $48,000.00 per year

Application Question(s):

• Are you able to work in the Edinburg/McAllen Area?
• Does the salary range listed in the description works for you?
• What's the best phone number for us to text/call?
• What's the best email address for us to reach out to?
• Do you have any schedule restrictions?

Experience:

• Front Desk / Administrative / High-End Customer Facing Role: 2 years (Preferred)

Language:

• English (Preferred)
• Spanish (Preferred)

Work Location: In person