Benefits:
Competitive salary
Employee discounts
Flexible schedule
Reports to: Reema Sethi, MD
Department: Administration
Job Summary:
The expectation of a Practice Manager (PM) is for someone who aspires to greatness. They are the backbone of the practice. The PM has a demanding and visible position requiring a broad range of experience and expertise. They must demonstrate strong knowledge of office management and operations, the aesthetics industry, and the ability to assist in the development and execution of the business plan, growth strategy, and leading teams. Team-oriented leader who can focus the energy of the practice toward success. Someone who is dynamic, energetic, with a strong desire for personal achievement as well as the ability to lead, coach, foster teamwork, and morale.
Company Culture / Mission Statement:
At Aura Health & Spa, our mission is to combine personalized care with expert education to deliver results that are authentically You. Redefined.
Duties and Responsibilities:
Day-to-day operational, marketing, and financial functions to ensure that daily systems are in place and operating effectively to provide excellent patient care, superior service, and optimal practice productivity and profitability. The role is an executive level business position responsible for all aspects of the practice and day-to-day operations.
Patient Service:
Manages the patient experience ensuring it is perfected (company culture as it applies to (but not limited to) phones, greeting, patient conversions, wait times, consultation, coffee/water, educational material, loyalty, and promotional programs.
Knowledge of all products and services, ensuring the staff is educated, highly trained and is communicating this information to the patients. The ability to coach to develop the value of treatment plans and the importance of long-term patient retention. Make sure that patients understand the value of the services, how this benefits them, and everything that the business has to offer. The WHY includes the unique value proposition (UVP).
Handles all patient complaints and makes appropriate decisions to remedy without compromising the integrity of the practice.
Tracks patients throughout their time in the practice to help maximize experience and sales
Operations & Finance
Designs and implement policies, protocols and procedures
Prepares annual budget, liaison with accountant/business manager
Prepares a review and analysis of monthly financial statements against business & sales plan
Cost reduction:
Trends payment amounts and identifies areas of opportunity
Reviews bills for accuracy
Ensures staff is scheduled appropriately to balance between patient care and personnel costs
Ensures patients are scheduled appropriately to provide high-level care, minimal wait times, and high profitability
Conducts through inventory audits to always have an accurate on-hand count without having excess product / supplies
Works with the Medical lead to ensure service and safety standards
Maintains all maintenance and safety logs
Is the ambassador for the practice in the community by attending local events and creating strategic partnerships
Personnel Management/HR:
Manages all staff and works with multiple providers and behaviors
Ensures staff has the tools and training needed to be successful
Ensures new hires are properly trained and onboarded consistently
Facilitates daily huddles with staff as communication is key to success.
Coordinates monthly staff meetings based on data and facts. What is working and what is not? What changes are designed for optimal growth of the practice as well as staff knowledge and skills?
Responsible for recruiting, hiring, and firing staff
Supervision including salary reviews and performance appraisals
Is the cheerleader for the practice–always keeping the moral up and moving in a positive direction
Communicates daily, weekly, monthly goals and coaches employees through the process
Maintains low employee turnover to maximize consistency in the practice
Office Management:
Works closely with Dr. Reema Sethi to analyze business metrics and make changes accordingly.
Works closely with outside consultants as needed
Develops and maintains core relationships with vendors and sales reps to ensure success with products/services/technology and utilizing all savings available
Leads process improvement initiatives and makes sure changes are implemented and executed timely
Payment and collections
Position Requirements:
Must have the ability to understand the goals of the practice and work to create the plan of action to obtain the goals independently and with the physicians
Must stay current with market trends that may impact the business, laws, products and services
Professional attire is a must.
Experience and positive attitude with the ability to relate well with patients, physicians, employees and other professionals
Strong business acumen
Proficiency with Google Workspace and/or basic coding skills.
Ability to adapt and work in fast paced environment – solutions oriented
Versatility and strong communication skills
Dedicated to the vision and practice goals
Must have the ability to remain calm and exhibit tact in stressful and/or delicate situations
Must have the ability to handle confidential issues
Must be a strong leader, resourceful, strategic thinker, a coach for the team
A PM must demonstrate the following traits:
Industry Knowledge – fulfilling the responsibilities of a PM requires a clear understanding of the aesthetic industry, including technology, analytics, fees and finances, AR/AP, reports, retail sales, marketing, and customer service.
Loyalty – The PM must always act in the best interest of the company and the company goals. If he or she wants to be “one of the gang” supervisory responsibilities are compromised.
Fairness – a successful leader can objectively handle uncomfortable situations, including conflicts with employees or unhappy staff and be able to problem solve.
Business Acumen – Solid understanding of profit and loss statements, existing systems and programs, financial policy, patient financing, sales, marketing, and great communication skills.
Confidentiality – Scrupulously maintains the confidentiality required for financial, patient, and employee information.
Honesty – The PM will set the standard and become a role model for the practice. Open door policy. Listens and leads by example.
Professionalism – Professional appearance, business attire and matching behavior is key. They are the face of the entire business: they should look and act the part.
Empathy – Understanding that you are managing people and not just numbers, being able to listen to what challenges they are facing and coach the team to overcome them, show them growth opportunities that will lead to employee retention which is key to growing any business.
Education and Experience Requirements:
College degree required
Some experience in healthcare management, preferably running an aesthetic practice: medical spa, plastic surgery, or cosmetic dermatology.
Background in marketing or HR is a preferred, not required.
NOTE: All duties and requirements stated are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the staff occupying this position. Staff members may be required to perform other job-related duties by their supervisor.