Mia Aesthetics

Customer Support

• Engage directly with patients to understand feedback and overall experience, providing clear, empathetic, and professional communication
• Review and assess patient concerns by analyzing available information to develop a complete understanding of each situation
• Investigate reported issues through review of interactions, documentation, and relevant records
• Maintain accurate and organized documentation of all findings and patient interactions
• Collaborate with internal teams to gather insights and ensure a well-rounded understanding of each case
• Assist in resolving patient concerns in a timely and thoughtful manner while ensuring patients feel heard and supported
• Identify opportunities to support positive patient feedback and encourage participation in public review platforms
• Perform quality reviews of customer interactions and document findings related to both communication and process execution
• Identify trends, inconsistencies, and areas of opportunity within patient feedback and internal processes
• Support priority assignments and time-sensitive escalations as directed, demonstrating strong judgment and adaptability in a fast-paced environment

Lead Customer Experience Agent, Bilingual English/Spanish

Human Resources

• Serves as a subject matter expert to business unit leaders on core disciplines of HR (performance management, leaves, accommodations, employee relations, retention, exits) in support of business needs
• Navigates HR matters with attention to detail and with excellence in analyzing the topic, researching paths to viable solutions, and driving solution application
• Leads investigation when employee relation issues arise, documents accurate information, and partners with stakeholders to drive resolution
• Presents assignments/projects timely and accurately displaying strong business acumen and HR knowledge
• Collaborates with SVP, Human Resources on multiple matters as appropriate

Lead Customer Experience Agent, Bilingual English/Spanish

Director, Human Resources