Practice Manager
Our clinic is a highly intimate, private, and upscale med spa with locations in Los Angeles and New York City. It is vital that you are comfortable corresponding and spending time with high-profile clients. Complete discretion and privacy are an absolute must. This is a tremendous growth opportunity for the ideal candidate that has excellent customer service and communication skills, is highly detail-oriented, and is able to multitask, especially under stressful situations. The right person will genuinely add to our current team and evolve with the company long-term, not just simply come in and do a job.
JOB TITLE: PRACTICE MANAGER
REPORTS TO: CEO
JOB SUMMARY: The Practice Manager (PM) is the lead member of the Clinic’s management team. They will supervise all staff and report directly to the CEO. They will also be the liaison to the CFO and COO to help coordinate and move company priorities forward. They demonstrate the following accountabilities: leadership, communication, mentoring, empowerment, financial stewardship and efficient resource management. They set the tone and culture for the clinic and must uphold the utmost professionalism and take ownership in the overall clinic operations. They supervise the staff to ensure the client experience meets GS expectations of high end client care. They set expectations, follow up and hold the team accountable to maintain an efficient, profitable and productive clinic. They update financial reports and meet with the team on KPI’s. They motivate the team and coach them to achieve goals to drive overall clinic revenue including retail sales.
The role of the PM and their capabilities are exclusive to GoodSkin. They must be fully skilled and capable of doing the role of Medical Assistant (MA) as well as Client Coordinator (CC) in addition to the leadership responsibilities of the PM as they will be responsible to not only fulfil those duties but will be training other team members.
The CC are the extension of the Provider to create continuation of care. The CC upholds, repeats and councils what the Provider recommends. They help the Client prioritize the Clients respective treatments based on their goals, timeline and lifestyle. We believe this role is essential in order to allow Providers to focus on outcomes and medical needs. As a CC, you will focus on following up, retention, and meeting the goals of the patient. A large portion of the CC duties are to sell the Client on the recommended treatments. Although there is a focus on sales, we do not focus on the sale but rather on helping the Client achieve their goals and best treatment outcome. The CC must be proficient enough in our GoodSkin treatments to be able to answer treatment related questions for the Client. The CC is not expected to know all answers, especially when pertaining to more medical based knowledge, therefore always deferring to the Provider.
The Medical Assistants (MA) duties include charting, taking any notes the Provider dictates, e-scribe medications and any other medical tasks the Provider may require. While performing above mentioned duties, a MA's main function during the Clients treatment will be to provide excellent bedside manner and be the right-hand persons to the respective Provider. An example of this would be blotting blood, applying post care cream and providing reassurance. Providing this level of care and bedside manner is the only way to ensure a high level of trust and a positive client experience.
DUTIES:
- Directly supervises staff on all aspects of clinical, billing, financial and administrative operations.
- Meets with Front Office Supervisor daily to ensure that all reception areas are kept clean and up to GS standards and that clients front end experience reflects the GS brand. Also reviews client flow and rooming requirements. Holds the team accountable for daily / weekly / downtime checklists. Ensures intro call and all booking protocols are being upheld.
- Responsiblefor oversight for all interviewing, hiring, staffing, performance evaluations, discipline and termination of all staff. Perform all prospective employee reference and background checks.
- Creates and maintains an ongoing structure for employee orientation, ongoing training and termination. Provides clear markers of what should be expected for employee growth.
- Provides leadership, guidance, and organizational expertise to all staff members. Effectively communicates departmental activities to overall staff. - Facilitates morning and nightly huddles ensuring all activities are complete.
- Establishes a high performance team of staff that is efficient, knowledgeable, service-oriented, and shares responsibility for attaining the goals of the practice.
- Implements, enforces and/or updates: -Employee Manual, Booking Protocols, Intro call, Reconciliations, HR policy and procedures, Office and staffing task lists.
- Processes payroll and creates all employee calendars to ensure proper staffing and scheduling. Opens providers schedule in Nextech.
- Ensures compliance for all accreditation and legal requirements such as:
- ADA/OSHA - need OSHA meeting once per year (Stericycle)
- RN/NP/PA licensing - binder is done, track dates
- Participate in social media photo shoots which are designed as an opportunity to grow clientele.
- Complete quarterly secret shopper visits to evaluate the performance of staff and provide team feedback. Can be arranged with the Front Office Manager.
- Responsible, in the rare instance of patient emergencies, to be available for providers to meet at clinic to ensure client care.
- Reconciles “no show” lists, rescheduling, and or patients that fail to follow up or do not return after 1-2 visits. Provide a report CEO at the end of month detailing areas of improvement.
- Checks all communications daily and throughout the day to ensure no client goes unanswered. Ensures OOO and answering service is set for days when the clinic is closed.
- Prepares cash envelopes, makes deposits and reconciles petty cash.
- Tracks inventory on all consumables. Ensures Nextech is up to date. Schedules reconciliation inventories. Maintain stock level is appropriate and rotated to minimize loss through expirations. Communicates ordering needs to the responsible party and follows through to ensure items have been ordered. (medical supplies, office supplies, retail, laser consumables, vitamins, hair drops, numbing creams, controlled meds)
- Ensures controlled med policy is followed and is only one to provide directly to the provider.
- Assist clients in prioritizing their treatment plan and helps to answer client questions regarding procedures done by provider
- Assist provider in treatment room with delegated tasks
- Check in with providers and coordinators on a daily basis per client with concerns. Keeps red alert lists up to date and sent out weekly to providers.
- Responsible for reconciling that these clients are handled to completion
- Responsible for following up on all email quotes. Creates a tracking system to find out which quotes have turned into sales and helps to generate clinic revenue.
- Responsible for ensuring that client has received all of the pre/post procedure planning
- Perform follow ups with clients through messaging system from previous day and a few weeks post treatment to ensure they are happy and to answer any treatment related questions
- Educate clients about the treatments we offer, how they work, the expected results, and how much they cost, in a non-robotic, helpful manner
- Perform consumer sales duties
- Highly suited for an experienced “closer” when selling products and treatments available in office to clients
Requirements:
- Must have a minimum of 2 years of experience in medical aesthetics
- Must have a minimum of 2 years of experience in sales
- Must have a minimum of 2 years of experience in supervisor role
- Knowledge or background in health sciences preferable
- Self-motivated and ability to work in a team environment a MUST
- Be comfortable working in a very busy environment
- Be computer savvy, and proficient in google calendar and excel
- Be willing to take initiative and be assertive
- Clients expect you to know the answer to all of their questions; therefore confidence in delivery is a must
- Can take direction and constructive criticism well
- Come up with creative ideas, and participate in bigger picture conversations when pertaining to long term vision
- Know how to correspond effectively first and foremost, as well as quickly
- Maintain successful client relationships
- Be reliable, responsible and trustworthy
- Have a proactive, positive, and results-oriented approach to work
- Courteous and friendly attitude
- Have a passion, love, knowledge and curiosity for skin, beauty and the future of physical aesthetics -
- Flexibility to handle various kinds of requests
Benefits: Medical health, dental, vision insurance, PTO – personal, sick, holidays, vacation, 401(k), Treatment benefits earned, retail discount
Job Type: Part-time
Pay: $25.00 - $35.00 per hour
Expected hours: 8 – 36 per week
Benefits:
- Employee discount
- Flexible schedule
Schedule:
- 10 hour shift
- 8 hour shift
- Evening shift
- Weekends as needed
Experience:
- Management in Med Spa or Plastic Surgery Clinic: 2 years (Required)
Ability to Commute:
- New York, NY 10012 (Required)
Work Location: In person
