Professional Experience

In my current role as Business Manager, I am responsible for ensuring all patients receive a luxury medical aesthetic experience within the practice, and oversee the work of all clinical staff to achieve excellent customer service quality, cost and delivery performance line with company strategy, goals and values. My role provides support and direction (primarily) to the customer service and aesthetic teams to enhance performance, elevate treatment menu and patient satisfaction, and thoroughly eudcate full staff on knowledge of organization to deliver quality patient care and service to patients in line with medical board and OSHA guidelines.

WORK EXPERIENCE

Business Manager Feb 2021- present BeautyCo Raleigh, NC

Human Resources/ Team Management:

Primary point of contact for all staff scheduling requests and responsible for full staff calendar management. Responsibilities include full onboarding of new hires; advertising job vacancies, selecting candidates for interview, obtaining references, conducting interviews, completing new-hire orientation and necessary paperwork. Conduct staff development and training, including OSHA compliance and job performance review for administrative staff. Responsible for goal setting and individual performance appraisals. Maintain personal licensing and CE coordination. Ensure all human resources policies and procedures are adhered to by all staff. Enforces corporate policies and structures with customer service and aesthetic departments.

Practice development and Management:

Lead company as point of contact for Raleigh Chamber of Commerce. Work closely with the marketing department to represent BeautyCo’s values and mission in advertising. Work with the clinical director to develop and launch all new services offered. Communicate openly with clinic staff to ensure understanding and practice of BeautyCo policies and protocols. Work with the regional manager to develop, revise, and implement office policies and procedures. Oversee all front desk operations. Help develop tiered patient membership and loyalty programs. Collect and analyze financial data and provide reports as needed. Maintain knowledge of changes in regulations and requirements as dictated by OSHA, FDA, and state of NC Cosmetic Board. Responsible for creation and streamlining of long-standing BeautyCo policies into written and easily executed SOPs for staff. Develop training materials and structure for aesthetic and customer service departments.

Inventory:

Completely onboard new services, products and medical supplies through POS (inventory traceability, service creation, pricing, etc), written documentation (consents, pre/post care), and ensuring all staff training on new service/product/equipment is done in a timely manner. Maintain purchase orders and packing slips manually and through PO POS. Operate, and train staff on VISIA Skin Analysis. Ensure continued training and education on clinic modalities and machines. Ensure proper operation and warranties/payments on all aesthetic equipment. Ensure monthly general inventory counts with documentation and proposed orders. Work with vendor representatives to ensure proper repair and maintenance of aesthetic equipment.  Continue product and service knowledge and education to ensure expertise and ability to describe and assist patients with product recommendations and purchases or product and services. Ensure retail area is maintained in a manner that ensures desirable presentation and promotes profitability.

Managerial and Financial:

Attend monthly upper management meetings. Prepare monthly/quarterly business reports as needed. Coordinate IT communication with POS/EMR platforms when needed. Ensure compliance with cash handling. Participate in internal and external audits. Pay all invoices that fall under the responsibility of business manager when appropriate and in the absence of regional manager. Develop a system to delegate practice management roles during holiday leave and sickness absence to ensure daily running of the practice.  Organize and run practice meetings monthly and ensure all staff are aware of practice policies and strategies. Responsible for all sales aspects of daily operations, events, seasonal specials, etc. including but not limited to; creation of seasonal specials, discounted pricing based on inventory usage, daily checks of sales staff to ensure accuracy in accounting, creation of event pricing and patient experience.

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EDUCATION: 

Mitchell’s Academy, Raleigh, N.C. Graduated February 2015 License to practice Esthetics in North 

Carolina, 600 Hours – Coursework and Client Services 

AESTHETIC CERTIFICATIONS: 

Certified specialist and expert in ZO Skin Health by Dr Zein Obagi

Certified VISIA skin analysis Technician 

Certified SkinBetter Science specialist

Certified Allergan Customer Service specialist

Certified Care Credit customer support