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Assistant Manager

2 weeks ago

Richmond, Canada Project Skin MD Full time

**Job Purpose**:
This position is an integral part of the success of the multi-service cosmetic medical clinic. As a member of the management team, the Assistant Manager works closely with the Clinic Director to ensure that Project Skin MD’s everyday activities run smoothly and optimally. Overlooking all aspects of the business, this individual must demonstrate leadership skills and represent the image of the brand. Success parameters must be continually evaluated to judge the operation efficiency and overall effectiveness. A close attention to skincare/retail department, customer service and clinical procedures is required to ensure the vision/mission of the business is respected while implementing directives for growth. Areas of opportunities must be identified to guide marketing initiatives and boost revenues while ensuring overall expenses are properly managed.

**Responsibilities Include**:
**OPERATIONS/CUSTOMER SERVICE (working closely with the Clinic Director on these)**:

- Ensuring that delivering an Extraordinary Experience to patients is at the centre of each of our decision and that the team shares this dedication.
- Making sure that each “department” is offering the best customer service they possibly can. Identifying areas of opportunities and implementing strategies and solutions for constant improvement (details matter).
- Working closely with Skincare Advisors/Front Desk team to optimize the schedule on a daily basis to avoid gaps, anticipate potential logístical problems (ie. room or laser double booked, etc) and maximize every provider’s schedule.
- Keeping a close eye on bookings and noticing anything that is slow and might require a refresher training, promotion, etc.
- Looking after your tasks, ensuring they are done in a timely manner. As well, ensuring that each staff member is clear on their own tasks and that they are also completed in a timely manner.
- On slower days, making sure each employee knows what to do by preparing a clear task list and assigning tasks (ie. producing retention call lists, cleaning/stocking rooms, etc.).
- Recommending and implementing new efficient working systems that could reduce administration time and in turn, increase patient satisfaction.
- Acting as main point of contact for any clinic maintenance needs. Being proactive and noticing things that may be starting to malfunction before they actually break.
- Acting as main point of contact for any IT/Nextech issues.
- Keeping an eye on patient waiting time and providing support to the clinical team when necessary to ensure patients are not waiting too long. Ensuring that proactive and sustainable solutions are put in place to avoid this.
- Ensuring the team delivers a congruent and excellent experience at all times. Do regular rounds in the clinic to see and hear what is being done.

**CLINICAL OPERATIONS**
- Supporting the Clinic Director and Director of Operations with required monthly data, prepayments and dashboard.
- Ensuring that the monthly inventory is completed on time and that the people in charge are scheduled for it.
- Placing orders for supplies and ensuring that the min/max are respected at all times.

**HUMAN RESOURCES**
- Acting as direct report to all employees of the team.
- Lead by example by always acting “above the line”.
- Ensuring that the “Team Promises” are respected.
- Keep private personal information and discussion confidential and only discuss them with Management.
- Being the first point of contact on a daily basis for your direct reports.
- Help clarifying and communicating everyone’s tasks and roles so each staff member knows where to go for help and what to do during their downtime.
- Offering constructive or “friendly feedback” to each individual to ensure that we’re always improving.
- Conducting monthly touch-base with direct reports to ensure things are running smoothly, tasks are clear and no flags are raised. Offering solution and assistance when or before problems arise.
- Being a strong presence on the floor to anticipate problems, identify areas needing improvement, offer live support, ensure the clinic flow is maintained and that excellent customer service remains our core priority.
- Attend weekly department meetings to keep your finger on the pulse and ensure that all operations are under control and have clear tasks, objectives and plans in place. Act as the glue amongst department and ensure there is cohesion.
- Organizing the schedule, inputing days off/stat days/etc in Nextech and organizing replacements during vacation as well as when the doctor is away. Communicating that schedule to the entire team.
- Being the first point of contact when employees are sick, running late, etc. Organize quick replacement accordingly.
- Conducting new employee integration and transition, including 3 and 6 months meeting to ensure process is evolving as expected.
- Assisting in hiring new talents based on the company’s needs.

**MARKETING**
- W