Clinic Operations Manager

6 months ago

Bedford, Canada DermaEnvy Skincare Full time

**POSITION: CLINIC OPERATIONS MANAGER (40 hours/week)**

BASED IN BEDFORD, NOVA SCOTIA

**POSITION OBJECTIVE**:
The Clinic Operations Manager is primarily responsible for the operations + team management for our 3 corporate owned micro-clinics and supporting our franchise network through the development and implementation of processes and systems; is a self-starter, strong leadership and management abilities, professional communication style, and a great personality with the desire and passion to contribute to the brands success.

**AREAS OF OVERSIGHT + RESPONSIBILITIES**:
The role of Clinic Operations Manager reports and works directly with the President to maintain accurate and up-to-date systems. In their role, they are responsible for preparing and executing routine tasks, along with reviewing project updates on a regular basis.

The responsibilities and duties of this position described here are representative of those that this individual is expected to perform. This is not a comprehensive list and other duties may be assigned.

**Operational Lead**
- Plan, organize and prioritize multiple projects simultaneously
- Support the operations of the corporate clinics working directly with the Clinic Team Leads to maintain clinic standards and execute guidelines in accordance with brand policies, while ensuring file management and goal setting processes are embraced.
- Ensure execution of all operations and inventory focused processes for the clinic and that all are completed per brand standard.
- Support positive clinic culture and maintain a highly motivated work environment by communicating regularly in a positive, motivating manner
- Celebrate and recognize Clinic efforts and results.
- Identify opportunities to improve operational processes, procedures, and systems across the franchise system, and implementation of Brand Systems + Treatment Protocols.
- Creating Efficient Workflows through documentation and reporting: Maintain accurate records, reports, and documentation, including SOP’s, agreements, manuals, training materials, and operational guidelines.
- Communicate and implement strategies to drive client retention; and measure and report on the efficacy of initiatives with a focus on driving continuous improvement in both sales and retention rates

**Problem Resolution**
- Collaborate with Team DermaEnvy clinic members to find solutions and problem solve day-to-day issues/concerns.
- Communication regarding Client Feedback + Conflict Management
- Foster effective communication channels between franchisees and the corporate office, ensuring timely dissemination of information, addressing concerns, and facilitating constructive dialogue.

**Relationship + Team Management**
- Ensure the team is motivated and aligned with brand vision and values through effective communication, and being supportive
- Build and maintain strong relationships with franchisees and clinic leads, serving as a trusted problem solver.
- Establish and maintain meaningful external professional relationships with various stakeholders to position DermaEnvy Skincare as the clinic of preference, including but not limited to Colleges + Schools of Medical Aesthetics, Provincial licensing, industry trade associations, existing and prospective vendor partners.

**Team Training + Development**
- Implementation of clinic level Sales Goals + Targets
- Accountability + Coaching support for franchisees (monthly calls)
- Coordinate and facilitate our online learning management system LMS and onboarding processes for new team members, ensuring they are equipped with knowledge + tools necessary for success.
- In conjunction with the clinic Team Lead and our Supplier / Education partners to manage and develop in-clinic training opportunities.

**QUALIFICATIONS**:

- Must have the ability to make decisions, prioritize tasks and problem solve
- A hardworking, resourceful person with the ability to teach, coach, and direct team members
- Outstanding communication, interpersonal, and motivational skills
- Excellent organization skills and the ability to work in a fast paced environment
- Previous Medical Aesthetics or Skincare industry or multi-unit organization management experience is an asset, but not required
- Knowledge or interest in skincare, laser or medical aesthetics treatments preferred
- De-escalate & resolve client feedback, while remaining calm under stressful circumstances
- Must possess a professional demeanor and ability to work under pressure and meet deadlines.
- Computer / Technology Proficiency is required, and knowledge of Zenoti software, TalentLMS, Google Docs/Sheets and Monday is an asset.

**REMUNERATION**:

- Compensation: $50,000 - $70,000, based on experience.
- Medical, dental, life and accidental death group Health Benefits coverage is available.
- Vacation, Sick + Personal Days all offered in addition to all Stat Holidays
- Complementary Laser + Skin Treatments
- Exclusive Team Discount on Retail and Injectables

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