Healthcare Operations Leader

2 weeks ago

Attleboro Massachusetts, United States Ideal Image Development Corporation Full time

Position Overview:


Ideal Image Development Corporation stands as North America's leading brand in aesthetics, dedicated to making personal wellness and aesthetic services more accessible and effective.

We believe that "confidence transforms everything," and our mission is to empower individuals by enhancing their appearance and well-being through a comprehensive, tailored approach to health.

Join our team of confidence champions


The Healthcare Operations Leader is a seasoned, high-achieving professional who embodies the Ideal Image Brand Experience for all stakeholders.

This role involves overseeing daily service delivery, operational management, staffing, and sales performance at a clinic.

With outstanding communication and leadership abilities, the Healthcare Operations Leader inspires, mentors, and develops a diverse, high-performing team of healthcare professionals and client service personnel towards shared clinic objectives.

This leader is committed to creating memorable experiences for our clients, striving for consistent and engaging service, education, and care, which in turn fosters customer loyalty and long-term relationships.

This position is specifically accountable for clinic sales and the execution of local marketing strategies, demonstrating a proven history of sales and profitability achievements.

This leader serves as the primary key holder for the clinic and acts as the main contact for local facilities, procurement, and educational partners.


Key Responsibilities:
Clinic Sales &

Delivering Exceptional Client Experiences:
Manage and enhance sales, key initiatives, and develop strategies to retain clients, elevate service quality, and boost profitability.

Foster a sales-oriented culture within the clinic by building customer loyalty and nurturing long-term relationships.

Achieve and surpass daily sales and productivity targets while mentoring staff to do the same.

Oversee in-clinic service revenue, employee productivity, and adjust clinic hours and operations based on utilization metrics.


Utilize Customer Relationship Management software to engage with returning clients and implement innovative outreach marketing strategies.


Conduct consultations to ensure that healthcare professionals' care plans align with client goals and adhere to clinic protocols.


With an entrepreneurial mindset, leverage Ideal Image national brand standards to collaborate with local organizations and vendors to enhance marketing and sales efforts.


Generate new leads by coordinating and executing local marketing events in accordance with Ideal brand standards and in collaboration with marketing.

Collaborate with Sales Center Managers on clinic objectives, lead generation, and client experience.

Clinic Operations & Performance Management:
Oversee local clinic performance by taking ownership of P&L results.


Conduct daily meetings to drive the achievement of sales targets, which may include an overview of consultations and treatments scheduled for the day, daily goals, scheduling optimization, etc.


Balance local decision-making for all clinic operational objectives and results to ensure the highest level of service, efficiency, and safety in treatment efficacy, safety, and client experience.


Develop a comprehensive understanding of all services, treatment options, and products to ensure customized care plans for clients, resulting in expert knowledge that fosters lasting impressions and exceptional client experiences.

Ensure clinic facilities meet Ideal brand standards and create a welcoming atmosphere for clients and staff.


Address all client concerns and inquiries in a professional and timely manner, adhering to policies and procedures. Serve as a point of escalation and facilitate conflict resolution when necessary.

Ensure that the physical environment is well-maintained and escalate maintenance or technology issues as needed.

Respond to client service requests promptly, escalating as necessary.

Drive Key Performance Indicators through coaching performance behaviors.


Manage or assist in the implementation of policies and procedures and/or educational materials; participate in the development, review, revision, training, and monitoring of facility processes.

In collaboration with the Supervising Physician or Medical Director, ensure compliance with all clinic protocols.

Leadership, Coaching & Talent Development:
Guide, mentor, and develop employee performance in partnership with your direct supervisor and the People Team.

Design and implement retention strategies to manage employee turnover, engagement, and productivity.

Foster a culture of continuous education while supporting company-driven training initiatives.

Ensure educational programs are completed successfully and on time.

Collaborate with Operations Leaders and Talent Acquisition Partners to forecast staffing needs, and attract, interview, hire, and onboard top talent to provide our clients with a premier experience.

Responsible for ensuring local compliance with all legal regulations, company policies, codes of conduct, and protocols.


Oversee the in-clinic onboarding experience for new hires to ensure a smooth transition and organized training process.

Ensure each clinic employee is trained and understands confidentiality procedures and HIPAA regulations.

Ensure employees are aware of company, regional, and local objectives.

Effectively communicate initiatives and company goals and achievements clearly and frequently.

Create a cohesive "One Team" environment aligned on goals, fostering a positive, collaborative, and high-performing team. Recognize and reward desired outcomes.

Manage the clinic schedule for all employees.

Lead by example and develop all in-clinic employees around the mutual goal of delivering exceptional client experiences.

Other responsibilities as assigned.


Qualifications:
Healthcare Operations Leader Minimum

Qualifications:
Bachelor's Degree or equivalent experience.

3+ years of leadership experience directly managing and leading teams (sales roles a plus) in a relevant work environment and industry, in addition to experience in a related individual contributor role.

Proficient with standard operational software (Outlook, MS Suite) and other sales-related technologies such as Salesforce, POS systems.

Strong ability to multitask, exercise personal judgment, and make informed decisions.

Analytical skills, with the ability to analyze reports, interpret large data sets, and make data-driven decisions.

Effective leadership skills, including multitasking, prioritizing, and goal setting/management.

Quick learner with the ability to grasp concepts and protocols.

Must maintain a high attention to detail.

Proven track record of driving sales, financial KPIs, and meeting/exceeding sales and profit targets.

Commitment to exceeding customer expectations.

Exceptional interpersonal skills and ability to build team rapport.

Clear and engaging communication skills, including effective written and verbal communication.

Action-oriented with the ability to develop creative solutions for clients and team members.


This role is expected to work at least 5 days in-clinic, including one weekend day if there is client demand or scheduled consultations, as well as attend local marketing and networking events which may be on nights or weekends.

Ideal Image Development Corporation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.


At this time, if you will be working in California, Illinois, New Mexico, Oregon, Rhode Island, New York, Washington or Canada, vaccination against COVID-19 is required for all new hires unless you qualify for a state allowed exemption approved by the Company.

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