Patient Experience & Retail Supervisor

Position summary
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The Patient Experience and Retail Supervisor ensures every patient and customer has a welcoming, seamless experience with the practice, from the front desk to the Wellness Store to online orders. This hands-on leader runs daily operations across the Front Desk, the supplement-focused Wellness Store and the in-house Fulfillment Center. They supervise staff in these areas and hold patient experience, retail revenue, inventory and order accuracy to one standard. The ideal candidate delivers impeccable customer service, treats team members with the same care shown to patients, and is a natural mentor who enjoys helping others succeed in their roles. The role partners with physicians, providers, the clinical supervisor, vendors, the COO and the Chief of Staff. It keeps the front office running smoothly, the product catalog aligned with clinical protocols, and orders shipped accurately and on time. Essential duties: Patient experience, front desk and administration • Set and model the standard for impeccable, patient-centered service in every interaction, in person, by phone and online. • Oversee front desk operations: greeting patients and visitors, check-in and check-out, phones, and payment collection. • Gather patient and customer feedback, resolve concerns promptly and with care, and use what is learned to improve the experience. • Oversee patient scheduling at the front desk and support Cerbo schedule accuracy. • Manage mail, faxes, scanning documents into the EMR, and office equipment maintenance and repair requests. • Order office and front desk supplies. Prepare check requests and review vendor invoices for accuracy before approval. • Maintain department calendars and schedule meetings. • Maintain shared drive files, contact lists and tracking spreadsheets. • Submit IT help desk tickets and follow up for the team. • Train front desk and retail team members on patient experience and customer service standards. • Maintain a welcoming, organized, and beautiful patient area in front lobby, retail store, and waiting areas. Essential duties: Wellness Store • Direct day-to-day store operations and meet store revenue targets. • Create and maintain store policies and procedures. • Analyze sales volume and stock levels to set order frequency. Maximize sales and minimize waste from expired or slow-moving products. • Manage relationships with supplement vendors, including inventory, pricing and product education. • Research new vendors and products. Keep the catalog aligned with clinical protocols and practice standards. • Plan and run a quarterly product review with physicians and providers. Act on the outcomes and communicate changes to the team. • Add and update products, pricing and descriptions in Cerbo and on the website. • Work with practice leaders, marketing and physicians on the retail budget, sale items and seasonal promotions (e.g., Labor Day, Black Friday). • Create monthly and seasonal displays of wellness products. • Serve as in-store health coach: educate customers on products and protocols, and work with physicians and patients to support care plans. • Ensure retail transactions, subscriptions and special orders are processed accurately and issues are resolved promptly. Essential duties: Fulfillment Center and e-commerce • Oversee the e-commerce store and fulfillment of online, subscription and phone orders from receipt to delivery. • Review and approve online orders and monitor for fraud. • Set and monitor standards for order accuracy, packing quality and shipping turnaround. • Manage receiving, stocking, cycle counts and inventory reconciliation between store, fulfillment and Cerbo records. • Ensure temperature-sensitive and expiration-dated supplements are stored, rotated and shipped correctly. • Manage shipping supplies, carrier relationships and shipping costs. • Resolve customer issues with web orders, including missing, damaged or delayed shipments, returns and product usability questions. • Keep product, pricing and order data in Cerbo and on the website accurate and current. Supervision, reporting and compliance • Build and manage staff schedules across the front desk, store and fulfillment center. Approve time off and cover gaps. • Cross-train staff so coverage can be maintained at all times. • Hire, onboard and train team members on patient experience and customer service standards, store procedures, products and Cerbo. • Serve as a mentor to the team: coach staff, hold regular check-ins and help each team member grow and succeed in their role. • Foster a positive, respectful and supportive team culture. • Complete performance evaluations and provide these to Chief of Staff for employee records. • Keep Chief of Staff informed of all operational impacts and team member opportunities, wins, etc. • Report patient experience, retail revenue, inventory, order and front desk metrics to leadership. • Ensure HIPAA compliance in all patient and customer interactions, records and data handling. • Maintain confidentiality in matters involving patients, staff and the practice. • Attend department and staff meetings and complete required annual education on time. • Perform other duties as assigned. Qualifications • Associate degree or equivalent related experience required. • Bachelor's degree in Business, Healthcare Administration or a related field preferred. Experience • Experience in retail, inventory management or e-commerce operations, ideally in a supplement, health food or wellness setting. • Experience supervising staff across multiple functions. • Proven track record of delivering exceptional customer service in a retail, hospitality or healthcare setting. • Medical office or front desk experience preferred, including medical terminology. • Experience with Cerbo or a comparable EMR/practice management system preferred. Skills • Friendly, warm and patient-centered. • Impeccable customer service mentality in every interaction. • Supportive, respectful and approachable with team members. • Genuine desire to mentor others and help them succeed in their roles. • Strong knowledge of, or desire to learn about, nutritional supplements and wellness products. • Inventory control, purchasing and vendor management. • Clear verbal and written communication. • Proficient in Microsoft Teams, Word, Excel, Outlook and PowerPoint, and comfortable with e-commerce platforms (Shopify). • High attention to detail and comfort working in a HIPAA-regulated setting. Certifications • No clinical license required. HIPAA training required at hire and annually. Physical requirements and work environment • Ability to sit, stand, bend, move up and down stairs, and lift and carry up to 40 lbs throughout an 8-hour day. • Work takes place in a medical practice, retail store and fulfillment area, with frequent movement between them. xzbcwsv • Occasional early, late or Saturday hours to cover staffing gaps, inventory counts and seasonal sales.