Clinic Manager - Plastic Surgery & Medspa

Position Summary: The Clinic Manager is the day-to-day operational leader of the plastic surgery clinic and the medical spa for our flagship San Jose locations. This role is the on-site “go-to” for staff, providers, and patients, owning facilities and workflow execution, staffing and scheduling, training delivery, patient experience, and ongoing people leadership. The Clinic Manager partners with the Practice General Manager, the Surgical Clinic Nurse Practitioner, and aesthetic providers to anticipate operational needs, guide staff through change, and ensure a consistent concierge-level experience. This role does not include operating room (OR) oversight; surgical OR operations are managed separately.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Meetings and Staff Communication

• Lead the Daily Huddle at 8:45 AM, in person, when surgery clinic is at the location, and a brief medical spa team touch-base on schedule, VIPs, and service recovery items.
• Lead and document the Surgical Clinic Bi-Weekly Meeting.
• Attend Director’s Meeting and other meetings as scheduled.
• Ensure that staff are reading IllumiNews and provide content for IllumiNews.
• Maintain transparent communication channels between staff, providers, and practice leadership.

San Jose Day-to-Day Operations

• Direct daily operations at San Jose, including clinical readiness, efficient room flow, and provider support.
• Serve as the on-site operational escalation point for workflow and scheduling issues.
• Maintain alignment between surgical, medical spa, and administrative teams on-site.

Staffing, Scheduling & Resource Allocation

• Build, publish, and maintain the schedule for surgical support staff, medical spa staff, externs, and front office.
• Forecast staffing needs based on volume and provider schedules.
• Manage sick-call coverage and urgent staffing gaps in real time.
• Take and approve time-off requests.
• Support extern integration and development.

Human Resources Leadership

Work with the Human Resources and Payroll manager to:

• Partner on recruiting, interviewing, and onboarding for clinic and medical spa roles.
• Complete an annual review for each direct report and provide ongoing performance coaching.
• Supervise disciplinary action, including performance improvement plans as necessary.
• Support employee relations and foster a positive team culture.
• Complete and monitor reasonable accommodation requests.
• Monitor clock-in times and ensure that lunches are appropriately given and received.
• Mentor new staff members and identify skill gaps and growth opportunities.

Training Delivery & Onboarding

• Lead structured onboarding and competency validation; train new staff in basic job duties or arrange for appropriate training.
• Deliver training on new or changed workflows, compliance updates, and system enhancements, and verify staff proficiency.
• Identify training needs from the floor and surface them to the Practice General Manager for inclusion in SOP and training-manual updates.
• Partner with medical spa providers to ensure front-desk and support staff can accurately describe and schedule aesthetic services.

Surgical Clinic Support & Chart Readiness

• Oversee operational aspects of the surgical clinic (non-OR), including pre-op and post-op clinic readiness and patient-flow coordination.
• Partner with the Surgical Clinic Nurse Practitioner on clinical workflows, training needs, and patient coordination; strengthen communication between nursing and surgical support staff.
• Audit surgical charts for consents, photos, clinical documentation, financial clearance, and pre-op requirements; confirm charts are complete before the day of surgery and escalate gaps for resolution.
• Coordinate hand-offs with the OR/surgical team (consult surgical scheduling post-op) without taking on OR oversight.

Medical Spa Operations Oversight

• Manage day-to-day medical spa operations and on-site provider support; maintain treatment room readiness, supply levels, and equipment functionality.
• Oversee scheduling efficiency, provider utilization, and daily productivity; support medical spa promotions, open houses, and events.
• Monitor service mix, retail performance, and revenue trends, and surface insights to leadership.
• Ensure treatment safety, compliance, and adherence to scope-of-practice guidelines in partnership with clinical leadership.

Patient Experience & Service Recovery

• Serve as the lead contact for escalated patient issues; investigate concerns, work with the management team to create solutions, and document outcomes.
• Communicate with patients regarding the resolution in a timely manner, close the loop, and implement changes to prevent recurrence.
• Protect the concierge-level standard of service across both the plastic surgery clinic and the medical spa.

Review Management

• Utilize the Bridge review management platform to monitor patient reviews across practice listings and respond in a timely, brand-consistent manner; escalate critical feedback for service recovery.
• Drive review generation by training staff on point-of-care request workflows and monitoring request/response volume.
• Surface themes in review feedback to inform operational and patient-experience improvements.

Compliance, Safety & Regulatory Execution

• Ensure that facilities and staff obey all HIPAA, OSHA, Quad A, and applicable state regulations; conduct regular on-site audits and maintain documentation.
• Oversee incident reporting, PPE standards, and daily safety protocols.
• Collect contracts and business associate agreements and provide them to the Director of Operations.
• Maintain medical spa -specific compliance items (medical director oversight documentation, delegation protocols, standing orders, device logs) in partnership with clinical leadership.

Inventory, Equipment & PO Oversight

• Monitor inventory levels across surgical and medical spa departments; ensure equipment and consumables are prepared for daily operations.
• Manage routine PO approvals and day-to-day purchasing workflows within established thresholds; escalate larger spend and vendor decisions to the Practice General Manager.
• Support cost containment and efficient supply utilization.
  
  

EMR (PatientNOW)

• Be a subject-matter expert for invoicing, scheduling, and clinical documentation in PatientNOW; assist staff when they have questions.
• Ensure accurate configuration of services, providers, and templates for both clinic and medical spa workflows, and extract EMR and operational data to support day-to-day reporting and decision-making.
  
  

KPI Management

• Collaborate with the Practice General Manager on KPI design for facilities, clinical performance, and operations.
• Own follow-through on operational KPIs — tracking, reporting, action planning, and communicating performance to staff and providers — and implement changes when necessary.

Team Participation & Other Duties

• Participate on the Illuminate Quality Management Team; complete RISQI Reports as needed and implement workflow enhancements to improve efficiency, safety, and patient experience.
• Work together with all members of the Illuminate Team to give the patient a truly concierge process, providing backup and assisting other staff as needed.
• Management may assign projects or special tasks as needed.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

• High school graduate or equivalent; associate or bachelor’s degree preferred.
• Minimum 5 years managing a clinic, medical spa, or medical practice, with 3+ years of demonstrated people-leadership experience.
• Experience leading multi-disciplinary teams in fast-paced environments.
• Experience in aesthetics, plastic surgery, dermatology, or a high-volume concierge medical practice strongly preferred.

Technical Abilities

• Proficiency with PatientNOW EMR and TouchMD, including the ability to extract EMR and operational data to support day-to-day decision-making.
• Advanced use of Microsoft 365 (Outlook, Excel, Word, PowerPoint) and Microsoft Teams.
• Ability to build and interpret Excel trackers, dashboards, scheduling matrices, and operational analytics.
• Proficiency with Shifts or a comparable staff scheduling tool.
• Experience with purchase order (PO) systems and inventory workflows.
• Utilization of the Bridge review management platform for employee review monitoring, response, and generation.
• Familiarity with aesthetic vendor loyalty programs.
• Competence in cloud-based file management.
• Communication and Problem Solving
• Strong problem-solving and analytical skills.
• Excellent communication skills, both written and verbal.
• Empathetic with patient needs and concerns.
• Ability to multi-task in a fast-paced environment.
• Well organized with strong attention to detail.
• Excellent time management skills.
• Takes initiative to resolve issues independent of direct supervision.
• Conflict resolution and de-escalation with staff, providers, and patients.
• Comfortable giving and receiving feedback; able to coach and develop staff.

Communication and Problem Solving

• Possess a wide-ranging knowledge of cosmetic procedures.
• Good problem solving and analytical skills.
• Excellent communication skills.
• Empathetic with patient needs and concerns.
• Ability to multi-task.
• Well organized with attention to detail.
• Excellent time management skills.
• Excellent follow-up skills
• Take initiative to resolve issues independent of direct supervision.

Patient Confidentiality

• Knowledge of State and Federal (HIPAA) privacy laws and medical marketing restrictions.
• Discretion in handling diverse and challenging situations while adhering to patient privacy regulations.

Availability

• Reliable transportation.
• Ability to work at the San Jose office with no set office.
• Ability to work 8:30 AM to 5:30 PM daily with 1 hour lunch.
• Available on-site for escalations during clinic and medical spa operating hours; the role is primarily in-person by design.

Immunizations and Tests

• Yearly Influenza.

Aesthetic Knowledge

• Possess wide-ranging knowledge of aesthetic healthcare and practice offerings across both surgical and non-surgical (medical spa) services.
• Ability to credential each surgeon and aesthetic provider to a patient.
• Working familiarity with common medical spa modalities (e.g., injectables, energy-based devices, skincare) sufficient to support staff and patient questions at a management level.

Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Requirements

• Ability to stand and/or walk for extended periods of time.
• Engage in moderate to heavy walking, pushing, pulling, crouching, bending, stretching, and twisting.
• Ability to carry up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Environmental Hazards and Job Conditions

Exposure to

• Hazardous chemicals. Infrequent, Low.
• Infectious disease while in decontamination area and during all patient contact. Infrequent, Low.
• Bloodborne pathogens. Infrequent, Low.

Personal Protective Equipment (PPE) required based on procedure.

Mask

• Must follow guidelines set by Santa Clara County Health Department as well as internal policies for illness.