
Front Desk Fundamentals
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- Non-member - $275
- AmSpa Basic Member - $245
- AmSpa Plus Member - $199
- AmSpa Plus Employee Member - $199
- SAPA Plus Member - $199
Outstanding patient-handling skills are something that that every aesthetic practice needs to master, without exception. Join industry experts who will cover the fundamental components of what matters most at your front desk, from understanding patient expectations, to creating a good impression, deciphering the non-negotiables of compliance and the often-forgotten KPI's used to measure servicing and staff success.
Recorded live at Medical Spa Show 2025, this is the perfect course to inspire any aesthetic practice med spa manager or front desk supervisor to up-skill their patient service superstars, build confidence in patient-handling and capturing some service-based KPI's. This course provides practical ideas how to do this compliantly, while simultaneously keeping you staff motivated and using tracking measures to help you benchmark your own success.
Total Runtime: 130 Minutes
What You Will Learn
1. Understanding and Meeting Patient Expectations
Kara McClanahan, CEO and Executive Consultant at Aesthetic Practice Partners
Providing a positive front desk experience begins with understanding the expectations of your patient. In our current competitive landscape, 53% of patients demand the same level of service from you, as they do from any other retail experience. Patients seek Ritz Carlton service. They want you to be Nordstrom. We examine statistics surrounded the expected and desired patient experience, using industry bests to evaluate what works and why.
2. Creating Positive Experiences as the Director of First Impressions
Katie Martin, PA-C from Holden Timeless Beauty Aesthetics / Alpha Aesthetics Partners
Don't underestimate the importance of a good first impression. There is an art to hospitality, and it often isn't "entry level". Here we talk who to hire, how to train and why your team should always reflect your mission, vision and values.
3. Retaining Quality Employees and Fighting Burnout
Robin Ntoh, VP of Aesthetics at Nextech
Any business will falter without a strong backbone - your staff. In this class Robin discusses the concept of quiet quitting - how to identify and prevent it. How to develop and retain your talent and the importance of creative a positive and sustainable workplace culture.
4. Intake Forms and Compliance
Bradford E Adatto, JD & Michael S. Byrd, JD from ByrdAdatto
Upholding safety and compliance practices at your front desk will create a positive experience for you as a business owner. Take a compliance tour through the non-negotiables - demographic, health history, HIPAA, photo consent, finance and credit card policy forms with the best aesthetic legal team in aesthetics.
5. More than Cash. The Best Non-Financial KPI's to Track
Kirstie Jackson, Director of Education at AmSpa
We talk a lot about financial key performance indictors (KPI's) but what about our administrative ones? In order to know if your front desk team are being successful you need to track and measure important metrics. In this session we look to demystify front desk statistics and how you can use them to reward your team and uphold and improve standard of interaction.
Pricing
Kara McClanahan
Aesthetic Practice Partners
Kara McClanahan has worked as an executive in health care administration for more than 27 years and in all facets of operational management and executive leadership. Her career has spanned the fields of neurology, primary care, dermatology and plastic surgery, with the last 13 years dedicated to the cosmetic and aesthetic space. Partnering with physicians and practice leadership, her role is to facilitate strategic business planning and practice development. McClanahan works with her partner practices to develop innovative strategies that differentiate them in the increasingly competitive aesthetic market. She assists her practices in developing customized strategies to increase practice performance, implement systems that drive increased revenue and build strong teams to create synergistic and effective change.
Bradford Adatto JD
Partner
ByrdAdatto
Bradford E. Adatto is a partner at ByrdAdatto, a national business and health care boutique law firm with offices in Dallas and Chicago. His background is in regulatory, transactional and securities law. Having worked in health care law his entire career, he has an in-depth knowledge of the “dos and don’ts” of this heavily regulated industry. Brad has worked with physicians, physician groups, and other medical service providers in developing ambulatory surgical centers, in-office and freestanding ancillary service facilities, and other medical joint ventures.
Michael Byrd JD
Partner
ByrdAdatto
Michael S. Byrd, JD, is a leading advocate for doctors and dentists throughout the United States. He routinely lectures at continuing medical education seminars on the various business and legal issues that medical professionals face. Outside of health care, Byrd has used these same skills to handle sensitive and complicated business matters for entrepreneurs, business owners, attorneys, CPAs, high-net-worth individuals and public figures. With his background as both a litigator and transactional attorney, Byrd brings a comprehensive perspective to business and healthcare issues.
Kirstie Jackson
Education Director
American Med Spa Association
Kirstie Jackson has worked internationally with practices in the specialty fields of dermatology, plastic surgery and aesthetics since 2005. Her multi-faceted expertise spans business development, operations, leadership, marketing, patient engagement, software transitions, compliance, training and clinical research. Kirstie has spoken at national conferences, worked with top tier cosmetic providers, renowned industry educators and was previously on the Executive Board Member of the Association of Dermatology Administrators and Managers. She believes creating a strong foundation is the key to success of any business. She is passionate about aesthetic medicine and the privilege to help everyone look and feel like the best versions of themselves.
Katie Martin
PA-C
Holden Timeless Beauty Aesthetics / Alpha Aesthetics Partners
Katie Martin, PA-C is a board-certified physician assistant who has specialized in medical aesthetics since 2015. Her passion lies in education—her clients, business leaders, and aspiring and seasoned injectors. She is the vice president of clinical operations and an advanced injector at Holden Timeless Beauty, where she specializes in neuromodulators, dermal fillers, Sculptra, and skin treatments. She is an expert at tailoring medical-grade skin care regimens to client needs. Martin is also the director of clinical education at the HTB Aesthetics Academy. She is equipped not only to mold the next generation of injectors but also business owners, leaders, and entrepreneurs.
Robin Ntoh
VP of Aesthetics
Nextech
Robin Ntoh is a nationally recognized expert in aesthetic medicine and med spa operations with more than 35 years of experience spanning practice management, consulting and health care technology. She currently serves as vice president of aesthetics at Nextech Systems, where she leads the company’s strategy for medical spas and elective care practices nationwide. Ntoh has worked with hundreds of aesthetic and surgical practices to implement technology solutions that streamline operations, enhance patient engagement and increase revenue. Her expertise spans practice startup strategy, staff training, digital workflow design and patient lifecycle optimization.
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