Operations Director

As part of our continued growth, we are looking for an experienced Operations Director.
Reporting to the founder, the Operations Director's primary responsibility is to ensure the clinic is operating smoothly and efficiently and to provide day-to-day support for clinic employees.
Also, this role is accountable for: ensuring company policies and standard operating procedures are being followed and executed at clinic-level and fostering a client-focused experience for patients. You will be working closely with the medical director, head nurse and director of sales & marketing to ensure the clinic is run smoothly.

The candidate is not afraid to wear many hats and enjoys being hands-on in all the daily operations of the clinic. He/She will also play a critical role in ensuring an amazing Employee & Customer Experience and fostering a positive and thriving work culture where collaboration is key

• Establish a diagnosis of HR practices, processes and systems already established in order to identify priority actions to be implemented and create an action plan
• Maintain and update HR policies
• Implement various HR KPIs, analyze them regularly and present the results to the management team in order to recommend corrective measures, if necessary
• Supervises both the administrative and clinical staff to ensure that all duties are completed in a timely and efficient manner
• Establish and communicate the best means to ensure hiring, development, retention and career management
• Motivate, challenge, and strategize with team members to achieve all clinic targets
• Ensure the work environment is healthy, safe, and based on respect and trust while endorsing our standard of quality and service
• Prepare payroll: staff hours and overtime from spreadsheet, gratuities and bonuses
• Identify opportunities for operational improvement, see to their implementation and monitor the progress and advancement of initiatives
• Provide day-to-day-leadership of operations and administrative procedures to facilitate growth and ensure financial strength and operating efficiency while adhering to core values of the clinic
• Updating protocol handbook
• Ensuring all documents are uploaded and organized on the company drive
• Ensure facility meets and exceeds standard cleanliness levels
• Help update the strategic plan and decision-making processes affecting operations across the company
• Provide a strong presence in the clinic and visibility during operating hours, allowing yourself to flow through every facet of the operation without getting locked into a position
• Track daily/weekly/monthly/quarterly office and provider revenue and input figures into spreadsheets
• Increases/monitors the profitability of the office
• Checking payment processing and settles transactions
• Prepare monthly invoices/receipts
• Ensure all outstanding bills are paid
• Oversee cash deposits, bank transfers and ensure cash handling is done in a secure and professional manner
• Closely monitor and understand profit and loss (P&L) statement to assess clinic revenue, costs and expenses ad identify cost savings opportunities, and monthly reporting with sales director
• AR/AP
• Banking deposits and reconciliations
• Achieve budgeted sales, sales increase, and EBITDA targets
• Inventory management to optimize sales and minimize the risk of theft
• Meet with vendors to find out the best bulk deals on fillers and neuromodulators
• Ensure all retail and clinic purchases are paid in a timely manner, ensuring maximum credit terms allowed with each company
• Order office supplies for clinic and assist with ordering as needed
• Implement a customer-centric culture in order to provide a great customer experience at every touch point with the clinic
• Measure the customer satisfaction in a regular basis in order to maintain highest standards of customer service and/or quickly define corrective action
• Client communication, customer service and conflict resolution
• Handle difficult patients and address patient concerns as needed

• Proven experience managing a team
• Exceptional written and verbal communication skills
• Advanced conflict resolution and problem-solving skills
• Proficient in Microsoft Office (Excel, Word, Outlook, and PowerPoint)
• Must be detail-oriented and have the ability to multitask
• Ability to be efficient and productive in a changing environment
• Must have enthusiasm and possess excellent customer service skills
• Must possess accounting skills
• Strong interpersonal and communication skills combined with top-notch organizational expertise
• Understanding of accounting principles
• Excellent time management skills, adapting to change and pivot when necessary
• Fluency in French and English, both spoken and written

Ownly Conseil helps its client to develop a client-centric culture, and we as an organization put our clients in the center of what we do. We offer a pleasant and modern work environment that attracts the best talents. We also offer exciting opportunities to learn and grow your professional career.

• Comprehensive health plan, dental included
• RPP - Group RRSP
• ...