Job Description

Last Updated: Octt 2025

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Lead Receptionist

About the Company:

At Caviar Skin Clinic, we believe in a holistic approach to beauty. We understand that true beauty comes from within, and our goal is to empower people to discover their inner beauty while on a quest to level-up their outer appearance. Caviar Skin Clinic stands our as a truly exceptional Medi Spa with a commitment to expertise and

patient satisfaction. Our team of dedicated professionals, including doctors, nurses, and aestheticians have a combined experience of over 22 years. We love what we do because we instill confidence in our patients, ensuring they both look and feel their absolute best. Our most popular procedures are Russian Lip Filler Technique, Dermal Fillers, Toxin, Skin

Tightening, Hydrafacials, Laser Hair Removal and more! Our mission is to be the most loved Medi Spa, where patients can indulge in beauty and health. We are Caviar Skin Clinic, your beauty playground.

Reports to: CEO, Dr. Noya

Objective:

Seeking a candidate with exceptional leadership skills and a high-level ability to maintain efficient operational systems that align with business goals. The ideal candidate will excel at leading and inspiring a team, fostering a collaborative and positive work environment while confidently holding staff accountable to performance standards, sales targets, and daily responsibilities. Strong interpersonal and communication skills are essential, including knowing how to navigate conversations with professionalism, set boundaries effectively, and motivate team members to achieve excellence with a supportive environment. The candidate must embody a balance of leadership and emotional intelligence, ensuring protocols are followed, customer service remains outstanding, and company culture thrives. Additionally, they should be adept at handling patient concerns with sound judgment, turning potential complaints into opportunities for positive resolutions that support both patient satisfaction and business integrity.

Skills Required:

Strong Leadership and People Management Skills Emotional intelligence with the ability to inspire, motivate, and guide diverse personalities Extrovert Communicative (love chatting with people, communicate with staff) Ability to follow instructions, processes and adhere to company policies Ability to prioritize & follow-thru to completion of tasks, within deadlines High level of helpfulness towards staff and patients Accountability (able to hold accountability by having direct 1-on-1 conversations about behaviour, positive and corrective) Conflict resolution and boundary-setting skills--able to manage interruptions professionally while keeping focus on priorities Ability to be flexible and adaptive Stellar organization and follow through Optimism & a positive outlook, ability to put on a happy face, you are the center of company morale General knowledge and use of computers and electronic devices Maintaining composure in the face of pressure Proactive problem-solving and decision-making abilities Team-building skills--create cohesion, collaboration, and a positive work environment Fluent in English both spoken and written

Qualifications:

5+ years experience as a receptionist

Strong customer service background

Sales background

Knowledge of non-surgical cosmetic procedures

Passion for the aesthetic industry and patient care

Education & Professional Development:

Bachelor's degree in Business Administration, Healthcare Administration, Human Resources, Hospitality Management, or a related field is preferred.

Responsibilities :

Employee Performance

Timeliness - arrive ten minutes before scheduled shift

Dress - according to dress code, well-groomed: hair, makeup and nails

Positive, can-do team attitude

Customer Service

Providing excellent customer service, calm attitude and utmost care to all patients

Welcome patients upon arrival within 5 seconds, even if on phone (say hello welcome, wave or smile if on the phone)

Check in patients, ensure consent forms are filled, ensure there is a credit card on file and updated patient information, help patients as needed

Check patients out efficiently/timely/correctly

Answer phone by third ring

Watch waiting room to assure patients are taken back on time

Stay on top of staff schedule and timeliness

Be conscious of appointment time lengths when scheduling

Straighten clinic waiting room, entry, and restrooms hourly

Answer inquiries via phone, email, IG, walk-ins

Talk to patients about promotions, memberships, services and products as part of patient retention strategies

Sell retail to walk ins and existing patients

Clerical/Patient Charts

Prep charts with appropriate consent forms and information for patients

Gather required patient contact information and referral information (Full Name, Phone, Email, DOB, Address, CC on file, how they heard about us)

Product/Service Knowledge

Participate in continuing education

Attend all mandatory trainings/meetings

Know all current offers and specials

Know and participate in clinic incentive contests

Become proficient on all clinic services with first two weeks of hire (What treatments we have, what they are, explaining them, prices, FAQ)

Clinic Schedule/ Patient Calls

Calling patients for events

Calling patients for promotions

Call patients when trying to make month end goals with a limited time offer

Respond to lead inquiries within 15 mins from ad campaigns

Coordinate patient messages to appropriate providers

Collecting deposits from patients (via Moneris Go or email interac transfer)

Facility

Clean desk and waiting area (dust, arrange brochures, arrange skincare, stock water station)

Stock retail shelves

Abide by patient confidentiality requirements

Stock desk with supplies

Clean (vacuum, mop, wipe counters, garbages, etc.) and stock treatment rooms (guaze, Stanhexidine, syringes, etc.)

Ensure garbage is only thrown out in the designated area (inside the building in the garbage room, do not through garbage in the bins on Hamilton Street ever or you will receive a fine)

Clean rooms between patients using Cavi Wipes and gloves to ensure high standard of sanitation

Supporting Providers

Bringing patients into treatment rooms when provider needs support or is running behind schedule

Prepping chart and patient for their appointment (photos, numbing, charting)

Checking in on patients who have been waiting a while, asking if they would like water, tell them about skincare, converse with them, ensure they are comfortable. When possible you may move them to a treatment room to help the practitioner if available.

Daily Cash Drawer

Manage daily cash drawer

Match day end reports

Daily cash deposits

Lead Reception Roles

There are 2 lead receptionists & these duties will be shared between you & the second lead receptionist

Creating monthly staff schedule Submitting payroll hours De-escalate patient complaints and feedback Google Review resolution Checking day end reports and reconciliation Inventory and ordering list Weekly & Bi-weekly meetings with all practitioners to stay on their billing goals & support through challenges Hold bi-annual performance evaluations Hiring and firing staff Leading a monthly Zoom Team Meeting Scheduling & organizing model days at the clinic Organize training days with practitioners with different suppliers (dermal filler, skin care)

Benchmarks

Monthly clinic sales production: __________

Schedule:

___

Mandatory Staff Meeting:

Held once per month (1 hour), with the option to attend virtually.

Current Clinic Hours:

Mon, Wed 10am-7pm; Tues, Thurs, Fri 10am-6pm; Sat, Sun 10am-5pm

Dress:

Well-groomed and professional (scrubs or business casual).

Criminal Record Check:

Required upon receiving a job offer.

Credit Check:

Required upon receiving a job offer.

Benefits:

Service and product discounts, available after a 90-day probation period.

Extended Health and Dental:

Available after a 90-day probation period, with a minimum work schedule of 20 hours per week.

Rewards:

Retail commissions, monthly staff contests, and bonuses tied to individual and company goals.

Compensation:

__19____ per hour

To apply, please submit your resume along with a cover letter explaining why you would like to join Caviar Skin Clinic and why you would be a great fit for our team.

Job Type: Part-time

Pay: From $19.00 per hour

Expected hours: 12 - 25 per week

Benefits:

Dental care Extended health care Life insurance Store discount Vision care
Work Location: In person