Operations & Patient Experience Manager

The Position:

RUMA is looking for a detail oriented experienced assistant manager, with extensive proficiency in guest services.  This influential position plays a vital role at RUMA Medical Aesthetics.  This position involves managing a thriving clinic of ten providers where you oversee all communication with our growing team of 30 and our patients. 

You need to be an autonomous worker, maintaining RUMA’s protocols and procedures, while demonstrating an exceptional knowledge of our service menu. You will be responsible for assisting the practice manager and clinical director on a daily basis in attaining goals relating to:

• Operations
• Leadership
• Budget
• Team Building
• Finances
• Branding
• Guest service team management

We prioritize learning and continuing education for our team and education for our patients, community and industry. 

The Right Fit: 

– A quick learner with problem-solving and critical thinking skills 

– Someone who takes the initiative to figure out what needs to be done through creativity and flexibility 

– Customer-service oriented with ability to quickly establish rapport with customers and team

– Guest experience driven and loves to connect with patients and provide exceptional service

– Obsessively motivated, reliable, and resourceful  

– Has an aptitude for communication around operating systems 

– Superior organizational skills, follow-through skills and attention to detail 

– Excellent communication skills and ability to finish assigned tasks 

– You are humble, hungry and smart 

– Autonomous work ethic

Must-Haves: 

– Three or more years of guest service experience

– Two years of management experience

– Meticulous and timely with patient communication 

– Knowledgeable and responsible for abiding by all of RUMA’s protocols

– Maintains organized work load

– Exceptional knowledge of Google Workspace

– Loves learning and attends all training, meetings, team activities, and education that RUMA requests.

– Punctual with arriving to work with good time management

– Assisting in keeping providers on time

– Team player that loves helping out whenever possible

– Excellent communication skills 

– Positive and upbeat personality

– Action-oriented with ability to take constructive feedback 

– Professional and mature demeanor with presentable appearance 

– Ability to set the tone for the team with optimal professionalism

Not the right fit: 

– Someone who does not have any guest service experience

– Someone who does not have management experience

– Someone who needs a ton of structure 

– Not willing to jump in as needed on tasks that aren’t “yours”  

– Someone who can’t work independently 

– Someone who is not tech savvy and may shy away from figuring things out for themselves 

Key Responsibilities will Include: 

– Ensure a phenomenal guest experience at RUMA

– Efficient at making reservations, check-in, and check-out and greets patients with a smile

– Skilled at phone management and etiquette 

– Professional guest communication, handle patients’ questions and concerns professionally and courteously, able to handle unsatisfied guests

– Knowledgeable in our entire service menu including but not limited to aesthetic injectables, skin health, and functional medicine

-Proforms opening, closing and weekly duties

– Attend all training, meetings, team activities, and education that RUMA requests

– Attend all monthly training sessions

– Knowledgeable at looking up Alle/Aspire/MERZ points or Cherry Financing and applying them when appropriate, looking up VIP Program status and applying credits when appropriate

– Responsible for checking out guests and accurately enter point of sale data

-Knowledgeable in RUMA retail and inventory

– Responsible for staying on time with each guest.

– Keeping an eye on the schedule and making sure clients are scheduled for the appropriate treatments and appropriate amount of time.  Assisting the providers in keeping their schedule full.

– Making sure designated areas are all stocked with needed supplies

– Willing and available to help the team out in any way.

– Abides by all OSHA and HIPAA regulations and protecting patient private information per RUMA protocols

– Abide by our RUMA Dress and Appearance code

– Willing to help create videos / marketing content and hold marketing / promotional events with the team and with guests

– Participates in aspects of marketing/special events, planning and execution

– Flexible and cooperative team player

– High energy and able to work in a fast paced environment without compromising patient care or the guest experience

– Work ethics, honesty, integrity core values

– Good patient education skills

– Be open to other metrics and scheduling to maximize office time, efficiency, and revenue