Clinic Operations Manager
Iconic Beauty Aesthetics | Red Deer, Alberta
Full-time, permanent, on-site
Base salary: $70,000–$80,000 annually, based on directly relevant experience
Performance bonus opportunity: up to $10,000 annually
About Iconic Beauty Aesthetics
Iconic Beauty Aesthetics is an established, growing medical-aesthetics clinic in Red Deer. Our patients come to us for thoughtful guidance, diagnostic-led treatment planning, natural-looking outcomes and an elevated experience grounded in clinical integrity.
We are hiring an experienced Clinic Operations Manager to work directly with the Owner and take ownership of the people, systems and day-to-day execution that keep the clinic running well.
This is an opportunity to shape how a growing clinic operates, lead a capable team and make a measurable difference to both the employee and patient experience.
The Opportunity
This is a hands-on leadership role, not an administrative-assistant, bookkeeping, reception-only or personal-sales position.
You will lead daily non-clinical operations, manage accountability, improve workflows, oversee projects and ensure important work is completed without the Owner having to coordinate every step.
The right person can translate a business priority into a practical plan, assign responsibilities, follow through and recognize when an issue requires escalation.
This position reports directly to the Owner and directly manages the front-of-house team. You will also have delegated authority to enforce approved non-clinical policies, scheduling requirements, documentation standards and operating procedures across the clinic.
Clinical judgment remains with the Medical Director and authorized clinical providers. Bookkeeping and payroll processing are handled separately.
What You Will Own
People Leadership and Accountability
- Lead, coach and develop the front-of-house team, with clear daily and weekly priorities.
- Manage staff schedules, approved availability, attendance, coverage and time-off processes.
- Ensure schedule changes, shortened shifts and blocked availability are authorized and documented.
- Assign productive clinic work during cancellations and unbooked time, and confirm completion.
- Establish clear owners, deadlines and expected results for operational responsibilities.
- Conduct respectful, direct coaching and performance conversations; document concerns and follow through on agreed improvements.
- Run concise team huddles and regular employee check-ins.
- Coordinate recruitment logistics, interviews and reference checks for approved positions.
- Manage structured 30-, 60- and 90-day onboarding plans, training schedules and employee acknowledgements.
- Coordinate offboarding, including clinic property, system access, credentials, records and handover requirements.
Final hiring, termination and compensation decisions remain with the Owner.
Daily Clinic Operations
- Oversee daily clinic flow, resolve operational disruptions and ensure phones, messages, check-in, checkout and administrative work are appropriately covered.
- Maintain reliable opening, closing and daily operating procedures.
- Monitor scheduling workflows, provider capacity, cancellations and waitlist use.
- Protect approved provider availability and identify preventable schedule gaps.
- Ensure hours, time off, commission records and other payroll-source information are complete, verified and appropriately approved before payroll cutoff.
- Work with the bookkeeping and payroll function to resolve source-data discrepancies before processing.
- Maintain reliable non-clinical workflows and accurate operational data in Zenoti and related systems.
- Monitor whether required documentation is complete without making or altering clinical judgments.
- Coordinate software support, access permissions and workflow troubleshooting through to confirmed resolution.
- Implement approved privacy, records-management and incident-reporting procedures.
- Resolve routine patient-service matters within delegated authority and promptly escalate clinical, serious employee, legal, reputational or material financial concerns.
Patient Follow-Up and Service Recovery
- Maintain a clear follow-up queue so patient calls and messages are assigned, completed and documented within clinic timelines.
- Ensure clinical concerns reach the appropriate provider or clinical decision-maker promptly.
- Track unresolved patient concerns until they are closed or formally escalated.
- Ensure complaints are acknowledged and handled professionally.
- Coordinate approved service recovery, refunds and credits within established authority limits.
- Identify recurring patient-experience issues and implement approved process improvements.
- Ensure the team follows approved after-hours escalation procedures.
This role coordinates the process; clinical assessment and advice remain with authorized clinical providers.
Membership, Rebooking and Retention Oversight
Providers are responsible for clinical recommendations and introducing membership when appropriate. Front reception is responsible for booking, enrolment, payment administration and completing the patient handoff.
Your responsibility is to ensure that this process is followed, documented, measured and improved, not to personally sell memberships.
You will:
- Maintain a consistent provider-to-reception handoff and monitor whether consultation outcomes and next steps are documented.
- Track eligible consultations, membership offers, joins, declines and required follow-up.
- Monitor active memberships, failed payments, suspensions, requested changes, cancellations and retention.
- Track rebooking, future treatment-plan bookings and incomplete handoffs.
- Assign unresolved booking and membership-administration work to the appropriate team member and verify completion.
- Identify recurring process gaps, coach documentation and workflow compliance, and recommend improvements to consultation follow-through, booking and patient retention.
Systems, Procedures and Training
- Maintain an organized register of operational policies and standard operating procedures.
- Coordinate procedure drafting, approval, version control, implementation and staff training.
- Audit whether approved processes are being followed and address recurring gaps.
- Build practical checklists, templates and controls that make expectations easy to understand.
- Maintain a central onboarding and training resource so routine knowledge does not depend on the Owner.
- Turn recurring problems into process improvements and verify that those improvements work.
Inventory, Facilities and Vendors
- Oversee inventory counts, ordering, receiving, stock organization and reorder levels.
- Monitor expiry dates, damaged goods and inventory variances; investigate and report material discrepancies.
- Complete routine purchasing within approved budgets and authority limits.
- Coordinate equipment maintenance, service requirements and routine facility issues.
- Manage vendor quotes, approved work, delivery deadlines and follow-through.
- Ensure invoices, approvals and supporting records reach bookkeeping.
- Reduce preventable stockouts, expired inventory and last-minute supply emergencies.
Projects, Events and Execution
- Maintain a central project tracker with owners, deadlines, dependencies and next steps.
- Coordinate operational responsibilities for clinic events, launches and approved marketing initiatives.
- Manage staff assignments, vendors, logistics and timelines.
- Translate approved strategic and creative decisions into an executable plan.
- Identify and escalate risks before they affect a deadline or clinic operation.
- Confirm completed work meets the agreed brief.
Brand strategy and creative direction remain with the Owner.
Reporting and Decision Support
Prepare a concise weekly operations report covering agreed priorities and measures, including:
- Staffing, attendance, provider capacity and schedule exceptions.
- Outstanding employee actions and payroll-source exceptions.
- Patient follow-up, unresolved concerns and service issues.
- Consultation, rebooking and membership performance.
- Inventory, documentation and procedure-compliance concerns.
- Project and vendor status, material risks and decisions required.
You will verify the information, explain what it means and recommend practical next steps, not simply forward reports. You will also maintain a decision and action log so agreed matters move forward without repeated discussion or reminders.
What Success Looks Like
During the First 90 Days
You understand the clinic’s people, standards, systems and daily operating rhythm. Staff receive clear direction, schedules and operational priorities are consistently managed, and weekly reporting is accurate and useful.
Patient and membership follow-up is visible and assigned. Payroll-source verification, inventory controls and project tracking are functioning. Priority procedures and onboarding requirements have clear implementation plans.
Most importantly, named recurring responsibilities are transferring from the Owner to you, and routine operational interruptions are decreasing without important concerns being missed or withheld.
Within 6–12 Months
Day-to-day operations run to clear standards. Employees understand their responsibilities and receive consistent follow-through. Patient concerns, membership matters and administrative work do not remain unresolved.
Projects and recurring responsibilities are completed without the Owner chasing them. Operational risks are identified early, reporting supports timely decisions, and the Owner can devote more time to strategy, brand leadership and clinical direction.
The Person We Are Looking For
You take responsibility for outcomes, not just assigned tasks. You have managed people, not merely coordinated their work, and you are comfortable addressing expectations respectfully and directly.
You enjoy creating order, practical systems and clear accountability. You can move between people leadership, software, spreadsheets and the realities of a busy clinic.
You communicate clearly, remain steady when priorities compete and know the difference between a routine decision you should make and an issue requiring escalation. You bring recommendations, follow through without repeated reminders and demonstrate sound judgment, confidentiality and integrity.
Required Experience
- At least three years of progressively responsible operations or practice-management experience, including at least two years directly managing employees.
- Demonstrated responsibility for scheduling, attendance, coverage and employee-performance expectations.
- Experience conducting coaching and corrective-performance conversations.
- Experience building, implementing or improving operating procedures.
- Experience coordinating multiple projects, owners and deadlines.
- Confidence using spreadsheets, reports and operational performance measures.
- Strong written communication, documentation and confidential-information handling.
- Ability to work full-time, on-site in Red Deer, with availability for occasional evening requirements or clinic events.
Preferred Experience
Experience in medical aesthetics, medical or dental practice management, veterinary practice management, premium hospitality or a comparable appointment-based service business would be an asset.
Additional assets include experience with membership programs, inventory and vendor management, Zenoti or comparable practice-management software, payroll-source controls and operational project management.
Clinical credentials and direct sales experience are not required.
Role Boundaries and Support
You will work closely with the Owner, clinical leadership, front reception and the bookkeeping/payroll function. You are accountable for managing the operation and coordinating the people responsible for completing the work—not personally performing every task.
The position may occasionally provide front-of-house coverage, but it is not intended to become permanent reception coverage.
You are not expected to be the clinical decision-maker, bookkeeper, payroll processor, personal membership salesperson, creative director or the Owner’s personal assistant. The position does not require around-the-clock availability for routine issues.
Compensation
Base salary: $70,000–$80,000 annually, based on directly relevant experience.
Performance bonus opportunity: up to $10,000 annually under a written, balanced operating scorecard.
The bonus is based primarily on operational ownership, people leadership, schedule and documentation compliance, project completion, inventory control, reporting quality and patient follow-through. It is not personal sales commission.
The role also includes treatment and product privileges and the opportunity to help build the systems and leadership structure of a growing clinic.
How to Apply
Please submit:
- Your résumé.
- A working link to a simple video of no more than two minutes.
- Brief written responses to the two questions below.
Required Video
Tell us why this role interests you and describe one operation, department or recurring process you took ownership of that previously depended too heavily on an owner or senior leader.
Briefly explain what was not working, what you personally changed, how you held people accountable and what result followed. What did the owner or senior leader no longer have to manage afterward?
A phone-recorded video is sufficient. Professional recording, editing and production are not required. We are assessing the clarity and substance of your answer—not production quality.
Please provide a working link that can be viewed without requesting access.
The video is a required application component. Applications without a working video link will not be reviewed unless an accommodation is requested. A reasonable alternative format will be provided where required.
Written Questions
- How many employees have reported directly to you, and what authority did you have over scheduling, performance management and corrective action?
- Describe one difficult employee-accountability issue you personally handled. What did you do, and what was the outcome?
Shortlisted candidates will be invited to complete a practical working exercise based on clinic-operating scenarios.
Pay: $70,000.00-$80,000.00 per year
Benefits:
Work Location: In person
