Operations Lead

The Operations Lead runs day-to-day operations at their location and carries out the five accountabilities of the Operations seat: leadership and accountability, service delivery and the patient journey, process efficiency, integration, and business infrastructure.

The Operations Lead is a distinct role, designed for locations that need daily operational coordination. The Operations Lead coordinates the team’s daily work. References in this job description to the Senior Operations Leader refer to whoever holds senior leadership accountability for Operations at the time. The Lead raises performance, conduct, and HR matters to the Senior Operations Leader rather than handling them alone.

The Lead does not give clinical direction to providers or override clinical judgment.

Keep the team aligned to daily priorities and company standards.

• Run daily operations, including opening and closing readiness, schedule flow, and team communication.
• Lead daily huddles, set priorities for the day, and make sure the team knows what is expected.
• Coordinate the daily work of the PES, Concierge, providers, and support staff. These team members report to the Senior Operations Leader.
• Give real-time feedback on workflow and standards, and raise performance, conduct, and HR concerns to the Senior Operations Leader.
• Share day-to-day observations on workflow and adherence to standards with the Senior Operations Leader when asked.
• Support onboarding and training of new team members.
• Update staff schedules, PTO, and timekeeping.
• Track daily KPIs and share them with the team and the Senior Operations Leader.

Deliver a consistent, high-quality patient journey from first inquiry through scheduling, treatment, checkout, and follow-up.

• Monitor patient flow to minimize wait times, and keep handoffs between PES, Concierge, providers, and medical assistants clean.
• Ensure the Happiness System is completed for every patient: today’s sales billed out, the next appointment pre-booked, a skincare recommendation made, and the treatment plan captured.
• Work with PES and Concierge to fill provider schedules using waitlists, move-up lists, reactivation lists, and pre-booking.
• Resolve routine patient concerns and escalate significant issues and refund requests to the Senior Operations Leader.
• Monitor reviews and patient feedback and flag trends.
• Uphold clinical, operational, and brand standards, including HIPAA and patient privacy.

Follow and improve the workflows that keep the location consistent.

• Follow company SOPs and policies, and make sure the team does too.
• Flag workflow gaps, workarounds, and recurring errors at the location to the Senior Operations Leader.
• Help put new SOPs and process changes in place at the location.

Carry out company best practices and new initiatives at the location.

• Adopt the best practices shared across locations, and suggest new ones.
• Support operational readiness for new service lines, launches, promotions, and events.
• Learn new systems and software updates quickly, and help train the team.

Keep the location stocked, clean, and accurate behind the scenes.

• Technology and systems: Use EMR/POS, scheduling, and reporting systems accurately, and flag issues.
• Inventory: Monitor par levels, ordering, receiving, and counts, and report discrepancies.
• Facilities and equipment: Keep treatment rooms, retail areas, and work spaces clean, stocked, and patient-ready, and report equipment and maintenance needs.
• Financial controls: Complete daily end-of-day reconciliations and bank deposits accurately and on schedule, and elevate discrepancies.
• Vendors: Coordinate…