Director of Experience & Concierge Services

Position Title: Director of Experience & Concierge Services (Confidential Client)
Location: Beverly Hills, CA
Employment Type: Full-Time, In-Person

Compensation

• Salary Range: $80,000–$150,000 annually, based on experience, plus performance-based bonus potential

About This Opportunity

A highly esteemed luxury plastic surgery practice in Beverly Hills is seeking a Director of Experience & Concierge Services to lead and elevate the patient experience. This role is ideal for someone with a strong background in luxury hospitality, private client services, executive support, luxury retail leadership, private aviation, high-end healthcare, concierge medicine, or another high-touch service environment. The successful candidate will create a seamless, personal, and exceptionally well-executed patient experience with a strong focus on professionalism, warmth, discretion, and attention to detail. This is not a traditional medical front office role—the practice is looking for someone who understands luxury service, thoughtful communication, and the importance of creating trust from the first interaction.

Key Responsibilities

• Lead and elevate the patient experience from initial inquiry through consultation, scheduling, procedure coordination, recovery, and follow-up
• Oversee high-touch concierge services, including scheduling logistics, travel coordination, accommodations, personalized patient requests, and other patient needs
• Serve as a trusted resource for patients, ensuring every interaction reflects professionalism, warmth, responsiveness, and discretion
• Create a calm, polished, and highly organized experience for prospective and existing patients
• Anticipate needs and proactively resolve issues before they impact patients, team members, or leadership
• Communicate the value of a premium surgical experience with confidence, care, and professionalism
• Support high-value patient conversations in a thoughtful and service-driven manner
• Partner closely with leadership to identify opportunities for operational improvement, stronger workflows, and a more seamless patient journey
• Maintain service standards that reflect the reputation and values of a luxury plastic surgery practice
• Support hiring, onboarding, training, and team development initiatives as needed
• Help protect leadership focus by managing high-priority patient experience and operational matters with sound judgment and discretion
• Maintain accurate communication notes, patient details, and follow-up activity using CRM or internal systems

Required Qualifications

• Minimum of 3–5 years of experience in luxury hospitality, concierge services, private client services, executive support, luxury retail leadership, private aviation, high-end healthcare, or a related high-touch service environment
• Experience supporting VIP guests, private clients, senior executives, founders, physicians, high-profile clientele, or high-net-worth individuals strongly preferred
• Strong organizational, communication, and interpersonal skills
• Demonstrated ability to manage complex logistics with precision and attention to detail
• Polished, professional presence with a warm and service-focused approach
• Strong judgment, discretion, and professionalism when handling confidential or sensitive information
• Comfortable working in a fast-paced, high-standard environment
• Ability to take ownership, solve problems, and create structure

Preferred Qualifications

• Experience with CRM, scheduling, client management, or patient tracking systems
• Prior experience in plastic surgery, aesthetics, concierge medicine, or boutique healthcare