Operations Manager

**UROSPOT: Operations Manager** **Reports To**: Franchise Partner Job Summary Competencies - Client Focus - Provides superior service to our clients, building UROSPOT brand equity with every interaction. Is a consistent example of the service standards expected of all employees. - Sales - Comfortable in a selling situation. Able to confidently ask for the business. Driven to help drive revenue growth through leads and consults. - Communication - Exudes professionalism. A natural storyteller. Communicates information with consistency and clarity, always aware of intention. Able to respond thoughtfully in all situations. - Collaboration - Creates and fosters a work environment where ideas are shared, and employees are inspired to work together to achieve our common goals. - Coaching - Engages in regular, structured discussions with employees and partners in order to encourage and improve individual employee performance and attain organizational objectives. - Accountability - Takes ownership of personal workload, as well as the workload of employees under his/her direction. - Attention to Detail - At UROSPOT "love is in the details" is a core value. Attends to details and pursues quality in the accomplishment of tasks, regardless of the volume of duties encountered. - Compassionate - Shows concern and empathy in a supportive manner to colleagues and clients. Lives each moment with an attitude of gratitude. - Conflict Management - Foresees potential conflict and takes preventative steps. Handles conflict when it arises; assisting with resolution or determining solutions. - Continuous Improvement - Strives to improve job responsibilities through developing skills and increasing knowledge. Strives to optimize the performance of the team and the clinics - Health and Safety Leadership - Ensures that employees are following all health and safety policies, procedures and regulations. Safe client treatment is at the core of every decision and communication. Models appropriate behaviour and standards always. - Problem Solving - Able to break down a situation into smaller pieces to identify key issues and figure out cause and effect relationships in order to solve. Use logic and analytical methods to come to realistic solution. Job Duties - As a passionate brand ambassador you are the face of the [Insert location] UROSPOT clinic. You are the leader of the clinics and the supervisor of the employees who work there. You bring the brand to life for all our staff and inspire them to want to be a part of the culture you are helping form. - You listen empathetically and question brilliantly. For the staff and our clients. You are the ultimate owner of client experience and employee experience. - Closing the sale - When a prospective client is medically suitable for treatment you assist the nurses where needed in closing the sale and converting a consult to treatment. You drive lead conversion - taking prospective clients and making them actual clients. - Handle customer complaints and comments in a professional and mindful manner, utilizing all medical staff as necessary. - You ensure nurses are following up with our clients post treatment. - You drive the team on the key performance metrics like lead conversion, consult conversion, and returns for maintenance. - You inform your supervisor on issues and opportunities that could impact performance. You are always looking for ways to drive revenue and optimize expenses to help improve performance. - Respect and protect the rights of clients, including but not limited to their right to independence, autonomy, and self-determination; their right to choose and practice individual values, beliefs, religion, and culture; their right to privacy and dignity; and their right to live free from retaliation, discrimination, and abuse - Ensure that all direct reports delivering treatment comply with company policies, procedures, and ethical standards. Ensure clients receive exceptional care during their treatment protocol. - Ensure charts are closed by the end of each day. Utilize medical team to review charts for accuracy to our standards. - Ensure that team members adhere to all personal hygiene, appearance and safety procedures and guidelines. - Ensure that safe work practices are followed. - Contribute ideas and oversee and assist with the planning and implementation enhancements that make our client experience better. - Ensure billing is reconciled properly each day. - Responsible for planning the staff schedule - Submit any required reports on time and complete. - Identify hiring needs and assist in the hiring and training of staff - Perform annual performance reviews of staff and quarterly check ins - Lead Friday Feels to help build culture and morale - Able to step into all roles to help the team manage the day - Identify and pursue professional development opportunities Job Requirements - You are a professional communicator, a planner, a lover of being organized. - Passionate