Posted 1 month ago

Our client is a luxury clinic-based specialist in day-case plastic surgery and dermatology in West London.
Looking for a confident, patient focussed and detail orientated Front of House Manager.

As Front of House Manager, you will be responsible for achieving excellence in Outpatients when it comes to both our patients and consultants experience, ensuring the smooth running of the clinic in the clinic manager’s absence. You are a role model, always practicing what you preach – a genuine people person who is driven by their positive impact on the patient journey as well as to the day to day working lives of their colleagues. You can be relied upon to consistently have a positive can-do attitude, with an innovative mindset when a solution is not clear. You thrive in a busy, pressurised environment and can skillfully identify and manage priorities. A genuine interest in and understanding of Aesthetics and Cosmetics is essential.

Key Responsibilities and Accountabilities
• To lead, motivate and oversee the outpatient team in clinic managers absence
• Be a role model – display commitment to service and operational excellence, naturally influencing the team around you to work to the same standard
• Drive KPIs of the outpatient team (billing accuracy, consultant satisfaction, patient satisfaction-reviews)
• Oversee day to day activity ensure team is compliant with policies, SOP’s all whilst delivering unparalleled customer service
• Lead weekly staff huddles to identify areas of operational improvement, reporting back to the clinic manager to support implement any change
• Manage informal verbal complaints- resolve at source and escalate to formal process as required
• Manage stock levels, work with Stock Manager to ensure par levels are always met
• Review stock needs, source items and new suppliers based on feedback and present to Clinic
Manager for consideration based on demand
• Triage staff issues and escalate to Clinic Manager as appropriate
• Triage maintenance, IT and facility issues resolving or escalating as appropriate
• Be the in clinic point of contact for teams working remotely or at head office to actionable issues
• Develop genuine rapport with each consultant, working to support them ensure a seamless list is delivered
• Co-ordinate activity across the clinic – liaising with all departments where required including
Outpatients, GA Theatres, Minor Op Teams etc.
• Identify were process’ can be streamlined and improved, work with the Clinic Manager to improve standards
• Manage mailboxes as directed by clinic manager in support of team
• Own the patient feedback and review process to generate positive outcomes via, Doctify,
Trustpilot and Google, working with the Medical Receptionist to secure feedback
• Manage the outpatient rota, ensuring good cover meeting business needs and staff expectations under the Clinic Managers approval

Experience Required

Essential
• Highly organized with exceptional attention to detail
• A positive attitude and solution focused mindset
• Prior experience working within an aesthetics clinic for a minimum of 2 years as a
receptionist/therapist
• Possess a strong understanding of all the laser and aesthetic procedures
• Experience with diary management systems
• Excellent communicator, ability to build relationships across multi-disciplinary teams
• Ability to effectively lead a team, delegate and motivate
• Ability to work under pressure and skillfully manage priorities

Preferred
• Prior experience within a similar supervisory/co-ordinator position at an aesthetics clinic
• Experience at a clinic with multiple doctors/practitioners seeing 100+ patients a day
• Experience using Pabau
• Experience of billing/payment procedures for both self-pay and insurance patients

Working Hours: 8 am-5:30 pm working 5 days out of 7, including Saturdays when required – 45 hours per week

Job Features

SalaryStarting from £28,000+

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