Aesthetic's Manager

Aesthetic's Manager (Founding Team)

Location: Surrey, BC (Greater Vancouver Area)

Employment Type: Full-Time

Role Type: Founding Leadership Role

Reports To: Owner/Founder and Clinical Director

About the Opportunity

We are launching a new, premium medical aesthetics and wellness practice and are seeking a Front Office Manager to join our founding team. This is a ground-floor opportunity for a highly organized, service-driven leader who thrives in start-up environments and is excited to help build systems, culture, and patient experience from day one.

In the early stages, this role is both hands-on and strategic. You will work alongside an existing team member during launch, with the goal of transitioning into a true management role as the practice grows — including hiring, training, and leading the front office team.

You’ll partner closely with the Clinical Director and ownership to support patient experience, scheduling, revenue optimization, KPI tracking, and operational execution.

Key Responsibilities

Patient Experience & Front Office Operations

• Set and uphold a high-touch, concierge-level patient experience from first contact through checkout
• Manage daily front desk operations: greetings, check-in/check-out, payments, scheduling, and follow-up
• Oversee patient communications across phone, text, email, and online inquiries
• Ensure all patient intake forms and paperwork are completed prior to appointments and properly organized
• Create, maintain, and enforce front office SOPs, checklists, and service standards
• Provide support and coordination with clinical SOPs as needed
• Support light marketing and patient communication initiatives

Lead Management & Conversion Support (Phones + Digital)

• Answer inbound calls and respond to digital leads promptly and professionally
• Capture referral source, patient demographics, and primary concerns consistently
• Own and continuously refine the new patient journey map
• Educate patients at a high level (no clinical consultation by phone), build trust, and set expectations
• Support consultation closing when needed (scheduling next steps, collecting deposits/fees, confirming policies)
• Be cross-trained on services and products to support patient questions appropriately
• Maintain a clean, trackable lead pipeline and follow-up cadence using the practice CRM

Marketing & KPI Collaboration

• Meet monthly with the marketing partner to review lead volume, quality, conversion, and campaign performance
• Maintain a daily KPI tracker and support completion of provider and team trackers
• Review results weekly with leadership and prepare monthly summaries for ownership

Scheduling, Revenue Support & Retention

• Optimize provider schedules to reduce gaps and improve utilization
• Support provider productivity and daily revenue goals
• Drive patient retention by ensuring patients are scheduled for future visits when appropriate
• Support retail and product revenue by ensuring consistent patient education and processes
• Monitor cancellations and no-shows; apply confirmation and rescheduling policies consistently

Coordination & Team Leadership

• Partner closely with the Clinical Director to execute launch priorities and growth initiatives
• Participate in and help lead daily huddles; ensure schedules and patient details are prepared in advance
• Support onboarding, training, and development of future front office team members

End-of-Day & Administrative Accuracy

• Ensure daily close accuracy: payments, rewards, financing, and reconciliation
• Maintain clean records for appointments, communications, and financial entries
• Support reporting needs (daily/weekly metrics, patient feedback trends, referral insights)
• Oversee inventory for office supplies, consumables, and retail offerings

Who You Are

• Comfortable wearing multiple hats in a start-up environment
• Warm, confident, professional, and exceptional on the phone
• Organized, detail-oriented, and accountable
• A natural leader who is equally willing to jump in and execute
• Systems-minded: you think in workflows, checklists, and standards
• Business-aware, with interest or experience reviewing financials and performance metrics
  

Qualifications

• 3+ years in a medical office, medical aesthetics, dental, concierge healthcare, or hospitality-based healthcare role
• 1+ year in a supervisory or lead role preferred (or strong readiness to step into leadership)
• Experience with scheduling, patient coordination, and sensitive conversations
• Strong written and verbal communication skills
• Comfortable learning EMR/CRM systems and new technology quickly
• Bonus: experience in aesthetics, cosmetic medicine, plastic surgery, wellness, hospitality, or luxury retail
  

Why This Role Is Unique

• Ground-floor opportunity with direct influence on systems, culture, and patient experience
• Clear growth path into Practice Manager as the business scales
• Close collaboration with ownership and clinical leadership
• High standards, strong culture, and a patient-first philosophy
• Competitive compensation, bonus potential, and benefits options