Med Spa Manager

Description

Position: Med Spa Manager

Reports To: Practice Administrator

FLSA Status: Non-Exempt

Work Category: Full-Time


MISSION STATEMENT

Our mission is to put our faith-based beliefs into action by being a wholly Patient Centric practice, serving and caring for our patients with excellence, providing safe and effective top-tier technology, techniques and products and helping each patient achieve their individual goals, attaining a natural, proportional, and beautiful outcome along with an extraordinary experience - every single time.

JOB PURPOSE/SUMMARY
• Oversee day to day med spa operations to ensure smooth workflows, operational efficiency, and consistent patient care
• Monitor and act on key metrics such as patient volume, revenue, utilization, and patient satisfaction
• Contribute to service expansion, patient retention strategies, and community outreach to grow the local business
• Ensure compliance with all clinical protocols, OSHA/HIPAA regulations, and inter brand standards
• Provide a patient centric and forward thinking, friendly, efficient, and exceptional patient/vendor experience in person, via emails, and during phone conversations.
• Maintain patient files for accuracy and collaborate with the patient billing specialist and accounting staff regarding patient questions.
• Works closely with all areas of the Practice in enhancing the patient experience; especially the First Impression (FIT) Team, Patient Experience Specialist (PES) Team, and Marketing Department.
• This position requires complete knowledge and ability to credential our practice, surgeons and providers, non-surgical and surgical procedures, and skincare products.
• Ability to promote crossover opportunities within the practice for all procedures, treatments, and products through referrals.
• Collaborate with Marketing Director on targeted campaigns and assist with strategic patient follow-up and scheduling through marketing technologies such as Weave, Patient Prism, and Klaviyo.
• Support the Practice Administrator, Operations Manager, and Marketing Director by serving as a practice co-expert, leveraging in-depth knowledge of technology to guide staff and deliver ongoing education to ensure efficient use and continued improvement in communication workflows.
• Proficient and knowledgeable in technology system to compile weekly and monthly call and text communication reports, analyzing data to identify peak activity periods, and provide actionable recommendations for optimizing phone and text-based support strategies.

EDUCATION AND EXPERIENCE:
• A college degree is preferred.
• Three to five years of progressive experience working in the plastic surgery or dermatology industry.
• The position requires an organized, self-motivated individual who can work independently and prioritize work to meet deadlines. This is a hands-on, in-person position.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:
• Demonstrates professional interpersonal communication skills to facilitate polished and effective interaction with patients, and BCAPS team members verbally and written.
• Effectively works with minimum supervision and to organize and prioritize work in order of importance to deliver exceptional patient experience and achieve BCAPS strategic goals.
• Strong computer skills with working knowledge of the latest versions of Microsoft Office (Word, Outlook, Excel) and Nextech Practice Management Software.
• Capable of processing requests for information quickly and accurately, and involving other team members, when appropriate, to ensure patient needs are met.
• Demonstrates capacity to balance the importance of following set procedures with a desire to consistently improve quality of work product and efficiency of processes while considering practice expenses and the cost to administer programs at all times.
• Dedication to presenting a professional and positive image to patients, vendors, and team members.
• Advanced problem solving and troubleshooting skills to handle emergent issues.
• Commitment to maintaining progressive knowledge and skills essential to successfully perform the duties outlined herein.
• Efficiently operate a computer, various software applications/platforms, and office equipment, such as a copy machine, fax machine, and other common office equipment.

ESSENTIAL DUTIES & RESPONSILIBITIES:
• Complete required compliance training and understand all HIPAA requirements to ensure private health information remains confidential.
• Effectively credential the practice, physicians, and providers to all patients.
• Support profit and loss (P&L) oversight and inventory control management for the med spa by monitoring revenue, expenses, product utilization, stock levels, and key financial trends, partnering with leadership to identify opportunities that improve operational efficiency, profitability, cost control, and sustainable growth.
• Schedule patients for aesthetic treatments with over 15 providers.
• Educate, promote, and sell monthly packages, treatments, specials, loyalty programs, and products.
• Crosstrain team members for optimal coverage.
• Show up professional and SHOW READY per BCAPS attire standards.
• Available for special projects as designated by the Management Team.
• Report Adverse patient and provider experiences daily to the Practice Administrator, in writing and verbal.
• Ability to incorporate continuous quality improvement in accordance with established practice standards.
• Coordinate day-to-day med spa operations to ensure smooth workflows, operational efficiency, and exceptional patient experience.
• Track and communicate key performance insights-including patient volume, utilization, and satisfaction-to support data-driven improvements in collaboration with the Practice Administrator.
• Support adherence to all clinical protocols, OSHA/HIPAA regulations, and brand standards, ensuring seamless alignment with the main Bengtson Center location.
• Maintain accurate patient files and collaborate with the billing and accounting teams to address patient questions in a timely and professional manner.
• Act as the on-site extension of the Bengtson Center brand, ensuring the Byron Center location embodies the same culture, service standards, and aesthetic as the main practice.
• Deliver and model a forward-thinking, concierge-level experience across all patient touchpoints-in-person, digitally, and by phone-to uphold the brand's reputation for exceptional care.
• Serve as an on-site brand ambassador in Byron Center and resource for staff training on procedures, treatments, and skincare products, reinforcing consistency in patient communication and education.
• Collaborate cross-functionally with all teams to ensure consistent messaging, patient experience, and service delivery across both locations.
• Partner with the Marketing Director and Management Team to maximize the use of patient communication platforms, ensuring seamless scheduling, follow-up, and engagement strategies.
• Champion patient retention, service awareness, and community engagement initiatives to expand the location's reach and reputation.
• Collaborate with the Marketing Director to execute targeted, location-specific campaigns and assist in strategic patient follow-up through technologies such as Weave, Patient Prism, and Klaviyo.
• Identify and communicate operational or brand opportunities to leadership, contributing to the ongoing success and growth of the new location.
• Support onboarding and training for new team members, fostering alignment with brand culture, processes, and patient service expectations.

WORKING CONDITIONS & PHYSICAL DEMANDS

Typical working conditions associated with this type of work and environmental hazards, if any. Physical effort is generally associated with this position.
• INTERNAL - The building is a clean, climate-controlled, well-lighted office. This position has exposure to potentially hazardous work situations. Normal peri-operative environment with occasional exposure to chemicals and their odors, cleaning solvents, bodily fluids, and other hazardous materials. Occasional exposure to possible injury when working with machines and equipment, which requires care and following proper safety procedures. The noise level is moderate and includes sounds of office and hospital equipment.
• EXTERNAL - There is occasional travel between BCAPS and Byron Center location.
• GENERAL - Work requires frequent and constant listening, talking, and walking. There is intermittent lifting, moving, carrying, and pushing of objects that may be of little to medium weight. Work requires finger dexterity and eye-hand coordination to handle instrumentation, communicate and receive instructions effectively, review and distinguish supplies/instrumentation using appropriate tools or accommodations.
• OTHER - Based on the OSHA guidelines for protection against occupational exposure to hepatitis and HIV, this position is described as Category IV. This means that this position has low risk exposure to blood and body fluids. Policies are in place for Universal Precautions identifying risks and appropriate barrier protection.

The above description is a broad overview of this position and not all duties may be clearly pre-defined. From time-to-time, various projects may require more/less attention than described. If it is decided in the future that some tasks are better served in another department, by outsourcing, or due to technological developments, these duties may be subject to revision. In any event, this job description is in no way considered a contract of employment or an altering of the employment at-will relationship.

The Bengtson Center in collaboration with United Aesthetics Alliance is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law.