General Manager

Job Responsibilities

Develop A-Team that delivers A-Level Operational Outcomes and Processes.

• Culture of Positivity NPS for providers & staff >82

• Perform as a stable operations leader – displays strong leadership that achieve KPIs and measurable goals as outlined by the RM team.

• Optimization of operational processes to deliver on goals – staffing percentages and budget adherence

• Effective and collaborative management - able to effectively collaborate with other company departments/teams to achieve successful results.

• Independently drive key change and transformation initiatives aligned with organizational strategic goals

• Heavy focus on auditing SOPs and accountability of SOP compliance at all respective center levels, as well as supporting providers while coaching and developing staff to ensure all are A players.

• Hold team accountable for C.A.R.E Core Habits

Specific Goals/Objectives

1.   Build a capable and competent Office Team at each office being overseen.

• Develop the team in a cost-effective manner.  Build a knowledge base across all disciplines with cross training employees.

• Provide a strong culture of continued education and training for all staff members. Manage, develop and coach staff.

• Strong focus on full accountability of center SOP compliance through consistent auditing and follow through at offices.

2.    Achieve monthly center goals set forth by the GM Report and KPIs.

• Track to financial goals and patient satisfaction goals which will be updated ad outlined by the operations team and shared with GMs monthly at a minimum unless the GMs are made aware of any delays.

• Ensure Staffing, Medical Supplies and Office Supplies are beneath guidance figures noted below

3.  Promote a culture of positivity and help build a company that has long-term sustainability.

4.    Obtain high levels of patient satisfaction.

• Goal is a net promoter score above 82%

• All patient messages resolved within 24hrs, and patient updated daily until resolved

• Continued 4/5 Star external reviews

5.    Achieve smooth running office level operations and site level autonomy.

• Frequent check in with providers via call, meetings for two way and consistent communication

• Minimal provider and staff complaints

• Offices should be able to run autonomously daily with majority of problems resolved independently without GM presence

• Create a positive and respectful center environment.

• All audit logs (labs, RX, open notes, messages, Klara inbox, tasking) completed end of day at each office

• Cross training of staff for versatile staffing

• Monthly staff meetings recommended

• Inventory and Cash management as per SOP guidelines

• Scheduled on site visits for preparation in time spent in each office and allowing staff and providers to prepare

• First line of contact for all front desk and MA issues always

• Ensure that all offices appointments for 2 days ahead are checked for accuracy and corrected if inaccurately scheduled.

• Collaboration with PSC on office updates, provider updates and anything anyone scheduling would need to know

• Take responsibility when office team makes mistakes in coaching and learning sessions

• For an office that has MOHs- MOHs cases are done in house through provider-provider referrals unless the MOHs surgeon or patient have requested otherwise, CLIA certification and lab directorship is up to date and maintained. Mohs staff is properly credentialed and trained.

  • Post care concerned for MOHs are set up to go directly to the surgeon

  • GM is responsible for knowledge of CLIA needs and works with lab to make sure up to date information

6.           Other duties as assigned by supervisor on an as needed basis.

KPIs: To be discussed based on role and updated annually.

Qualifications

• 2 or more years of leadership experience preferred

• Healthcare administration or management background preferred

• Strong computer literacy

• Leadership qualities with good communication skills

• Conflict resolution skills must be developed

• Dermatology experience preferred

• Working knowledge of HIPAA & OSHA compliance

Competencies

• Knowledge and Proactive Critical Thinking – Initiates to have advanced level knowledge of all company systems such as Nextech, Patient Acquisition, Klara, iPad, General and Cosmetic Dermatology and inter-center communication tools to achieve high level day to day operational results.

• Leadership and Growth Oriented – Experienced and processes orientated high growth leader with track record for finding innovative ways to grow revenue and increase margins

• Strategic and Efficient Planning - Prepares for what is ahead with a focus on data, details, and analysis. Able to execute efficiently and thoughtful with minimal wasted/prolonged timing.

• Honesty/integrity/culture inspiring – Earns trust with staff, providers and patients and maintains confidence. Deliver message with a kind, empathic, firm but direct and honest way.

• Talent Appreciation - inspires, motivates, coaches, and develops others. Listens well and continuously learns and seeks advice and feedback from others - team Builder, leader, and manager – creates a culture of positivity

• Effective Communicator - Communicates passionately, effectively, and persuasively across a diverse set of stakeholders. Able to create processes and structures to facilitate effective communication both internally and externally. Demonstrates an ability to manage conflict, build consensus, and facilitate problem-solving.

• Organized Planning and Results Oriented - relentlessly pursues ongoing improvement and results. Flexible, with a strong work ethic and an entrepreneurial spirit to accommodate high level of responsibility and multiple priorities. Creates a culture of mutual accountability. Plans, organizes, schedules and budgets in an efficient, productive manger. Focuses on key priorities.

Travel

Employee is expected to be in their office(s) during the week. Other travel outside of their region and/or to the corporate office may be needed from time to time.

Compensation Range: $55,000 - $60,000