Senior Patient Concierge (Revenue & Client Experience Specialist) at Verstand Resources

Verstand Resources Limited is a boutique professional services firm thatstrategically contributes to talent management in Nigeria by partnering with organizations to meet their human resource needs and providing career advisory services to young individuals.

Registered with the Corporate Affairs Commission in November 2016, Verstand Resources has achieved tremendous results for its clients.

We are recruiting to fill the position below:

Job Title: Senior Patient Concierge (Revenue & Client Experience Specialist)

Location: Abuja (FCT) 
Employment Type: Full-time

Role Overview

• We are seeking a highly experienced, results-driven Patient Concierge to serve as the face and revenue driver of our front office. This is not a traditional receptionist role—this position is central to sales conversion, client experience, and revenue growth.
• The ideal candidate is a high-performing closer, relationship builder, and proactive communicator who thrives in a luxury environment and understands how to guide clients seamlessly from inquiry to treatment and long-term retention.

Key Responsibilities
Lead Conversion & Revenue Generation:

• Manage all inbound and outbound inquiries (calls, WhatsApp, social media, website leads)
• Convert leads into booked consultations and treatments with a target conversion rate of 80%+
• Confidently present treatments, pricing, and value propositions to prospective clients
• Follow up consistently and strategically to close undecided leads
• Identify upsell and cross-sell opportunities for treatments and products

Client Experience & Retention:

• Deliver a luxury, white-glove client experience from first contact to post-treatment follow-up
• Build strong relationships with clients to increase retention and lifetime value
• Maintain consistent communication with existing patients (check-ins, reminders, reactivation)
• Ensure every client interaction reflects the brand’s premium positioning

Front Office Operations (Revenue-Focused):

• Manage appointment scheduling to maintain 75%+ booking capacity
• Optimize provider schedules for maximum productivity and revenue
• Minimize no-shows and cancellations through proactive confirmation systems
• Maintain accurate client records and pipeline tracking

Marketing Support & Growth Initiatives:

• Collaborate with marketing to follow up on campaigns and convert generated leads
• Identify trends, objections, and opportunities to improve conversion strategies
• Actively contribute ideas to improve patient acquisition and retention
• Support execution of promotions, events, and referral programs

Key Performance Indicators (KPIs)

• Lead conversion rate: 80%+
• Booking capacity: 75%+ maintained
• Client retention rate improvement
• Reduction in no-show rates
• Revenue generated from consultations and follow-ups

Ideal Candidate Profile
We are looking for someone who is:

• Sales-driven: Proven ability to convert leads and exceed revenue targets
• Highly proactive: A go-getter who does not wait to be told what to do
• Strategic thinker: Understands client psychology and buying behavior
• Exceptional communicator: Clear, confident, persuasive, and polished
• Luxury-minded: Understands high-end clientele and premium service delivery
• Detail-oriented & organized: Able to manage multiple leads and follow-ups efficiently
• Tech-savvy: Comfortable with CRM systems, scheduling tools, and digital communication platforms

Required Experience:

• 3–5+ years in a similar role (medical aesthetics, wellness, luxury service, or high-end sales environment preferred)
• Proven track record of high conversion rates and revenue generation
• Experience handling high-value clients and premium services
• Strong background in sales, client management, or front office leadership

What We’re Looking For (Non-Negotiables):

• You must be a closer, not just a coordinator
• You must be results-driven, not task-driven
• You must take ownership of revenue, not just bookings
• You must operate with urgency, professionalism, and excellence at all times

Why Join Us

• Work with a leading luxury medical aesthetics brand
• Be part of a growth-focused, high-performance team
• Opportunity to directly impact revenue and business expansion
• Exposure to premium clientele and advanced aesthetic treatments

Application Closing Date
20th April, 2026.