Operations Lead - Mississauga

at  Myodetox

WE ARE LOOKING TO HIRE 1X OPERATIONS LEAD AT OUR MYODETOX MISSISSAUGA LOCATION. THE IDEAL START DATE WOULD BE END OF AUGUST/BEGINNING OF SEPTEMBER 2024.

The Operations Lead (OL) is responsible for overseeing all aspects of their clinic’s operations to ensure the clinic meets its business objectives and operates in-line with Myodetox standards. The OL manages a team of Front Desk Associates (FDA) to ensure exceptional hospitality, service, and operations are delivered consistently. OLs are expected to be in-clinic five days a week, covering desk shifts on three days.
This position reports directly to the Clinic Director of their clinic. The responsibilities and duties of this position described here are representative of those that this individual is expected to perform. This is not a comprehensive list and other duties may be assigned.

WHO WE ARE:

Myodetox was started in 2015 - a clinic with a team of Physiotherapists, Registered Massage Therapists and Chiropractors on a mission to change the way people take care of their bodies. We exist to reinvent the rehab industry by delivering a differentiated experience and quality of care.
Our therapy philosophy is to provide a 1:1 full-body approach to help people Futureproof their bodies. Our therapists provide treatment using their unique skill sets and educate clients on what it takes to minimize re-injury and become more resilient #futureproofyourbody.
Myodetox has 20 locations (and counting) across Canada and the US and is leading today’s conversation on why taking care of your body is essential to your daily life.

WHO WE’RE LOOKING FOR:

• You have 3+ years of experience working in customer service, hospitality, and/or administrative roles in the health & wellness, fitness or medical fields
• You have experience and are passionate about managing and leading others
• You are deeply passionate about helping your team grow and develop
• You thrive on giving and receiving feedback and adjust the client and team’s experience accordingly
• You care deeply about ensuring positive client interactions and experiences
• You are proud of the team and workspace you’re a part of, exemplified through a well maintained clinic and environment
• You pay attention to every detail - small or big. After all, how much we care is the fuel for our passion
• You’re passionate about the work we do, the services we offer and can clearly communicate the long term value to our clients
• You thrive in a fast paced environment
• You are innately curious, always seeking to solve problems, answer questions and better your work product
• You show up as your authentic self day in and day out, making your voice heard
• You prioritize your own physical and mental health so you can show up as your best version in the workplace

• Business Operations: Engage as a key member of the Clinic Management Team (collectively the Clinic Director, Operations Lead, and Lead Clinician) to ensure the clinic meets business targets and OKRs; Design, communicate and implement strategies to drive client retention, and measure and report on the efficacy of initiatives with a focus on driving continuous improvement in retention rates; Collaborate with Clinic Management team to set annual and quarterly business objectives; Ensure clinic is equipped to meet expectations related to the rollout of new campaigns, marketing, and promotional initiatives, etc.; Share insights from clinic operations, team and client feedback, and other relevant dynamics with clinic team and Clinic Management Team
• Clinic Operations: Oversee team of Front Desk Associates to effectively manage clinic operations including, but not limited to, shift optimization, initial booking conversion and batch booking, waitlist management, claim and invoice accuracy and completion, etc.; Ensure all aspects of in-clinic experience meet Myodetox hospitality standards; Ensure Accounts Receivable are managed appropriately including reconciliation of direct deposits, balancing of cash sheet and deposits, deposit of checks, etc.; Ensure inventory and tracking for supplies is kept up to date.; Liaise with CD and Regional Operations Manager to ensure repairs, refurbishment or renovations are managed appropriately.’ Ensure FDA schedules are appropriately managed and all clinics have adequate front desk coverage at all times; Work at least three shifts on the desk per week
• Team Management: Coach and develop Front Desk Associates (FDAs) to ensure clinic teams meet operations and hospitality standards; serve as a leader and mentor for FDAs to ensure they have guidance and support in their growth and development; Oversee the recruiting, hiring and training process for new FDAs in collaboration with the ROM and L&D and P&T teams; Be present at the clinic every day to engage with team and offer a constant flow of feedback.