Lead Medical Aesthetitian

Lead Medical Aesthetician Job Description & KPIs

HUM2N is one of the most innovative centres delivering health globally.  This is a unique opportunity to be working alongside industry thought leaders in a futuristic centre that is at the cutting edge of driving preventive and personalised medicine forwards, with access to the latest modalities and a global clientele. 

HUM2N is an environment of applied continual learning and democratised expertise. Premium client care is at the heart of the business, where members and clients range from super-mums to royalty and all share a need for high performance. We help our members take control of their biology. 

The Lead Medical Aesthetician is a key role within the business, responsible for the client journey, clinical excellence and revenue generation. This is a multi-functional, fast paced and hands-on role with plenty of diverse responsibilities and opportunity for growth. 

HUM2N has an integrated team of health and wellness experts to provide optimal health care provision for our clients.

The right candidate must be highly organised, clinically skilled, process driven and have high attention to detail. 

Reporting to: Clinic Operations Manager 

Client Journey Management

• Executes all aspects of the Client Journey optimally maintaining exceptional standards of care and client service and upholding the Company’s professional image at all times 
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• Optimising all aspects of the client journey to drive growth and revenue (pre-clinic, in clinics, sales service delivery, aftercare, stakeholder engagement etc)
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• Carrying out client consultations with prospective clients, to determine individual needs, and to make recommendations on appropriate treatments
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• Documentation of all confidential patient information, medical record keeping, communication, imaging, consent etc 
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• Ensure that all treatments are performed to an exceptionally high standard across the business and act where gaps are seen
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• Excellence in communication and interpersonal skills with clients including the ability to listen and the ability to overcome challenges while remaining professional and calm at all times in the Experiential Centre 
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• Handling client complaints promptly and ensuring the most convenient resolution and client satisfaction
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• Able to develop ingenious ideas and concepts for client attraction and interaction, with an energetic and positive attitude
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• Maximising revenue opportunity through link and upselling treatments, courses, and retail
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• Work with all team members to provide a professional and positive experience for all clients
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• Have full understanding of the aesthetic/wellness/retail service and products to ensure client satisfaction
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• Deliver a world class customer journey to all clients

Team lead

• Training & Assessments for medical aesthetitians 
• Practical assessments
• Knowledge assessments
• Sales assessments and role plays
• Lead the clinic therapist team and support in diary management for clinical therapists
• Lead the clinic team to deliver high quality patient care 

Clinical Responsibilities (but not limited to):

• Working in collaboration with the Medical Directors, clinical and operational team members to facilitate optimal treatment/service outcomes for the client 
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• Managing potential complications of minor surgical procedures, dermatological procedures, and medical wellness services e.g., IV ozone, hyperbaric, well woman/man check, nutrition etc 
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• Performing aesthetic procedures (minor surgery, injectables etc) and medical wellness procedures 
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• Pre-screen patients for their health, including medical history taking, medical symptom questionnaires, checking allergy status etc. 
• Administer Intravenous medicines, phlebotomy, cryotherapy, and other treatments, maintaining a high standard of hygiene and patient safety 

• Deliver concierge/remote delivery of IVs, phlebotomy, as business requires, including for events and home visits. 
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• Train and upskill team members through assessments and training for driving clinical excellence in areas of competence.
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• Utilise established clinical pathways and/or evidence-based clinical guidelines in the assessment and monitoring of patients.
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• Assist doctors in minor surgical procedures, managing the patient through to follow-up including managing potential complications of minor surgical procedures/dermatological procedures.
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• Support clients through health optimisation journeys 
• Order laboratory testing and other diagnostic procedures and confer with the requesting health care professional.

• Counsel and educate patients on appropriate self-care management, preventive interventions, wellness programs, etc.
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• Deliver health screening & physiology testing.
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• Maintain cleanliness and orderliness of treatment rooms and clinical areas.
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• Adhere to infection control protocols and maintain a safe working environment.
• Implement and keep up to date with policies and clinical procedures. 
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• Conduct audits/ checks as per the clinic audit schedule (including but not limited to do daily checklists, fridge temperature, emergency equipment, medication, infection control, hand hygiene, machine safety checks) in accordance with CQC/Health & Safety regulations.
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• Assist management in CQC compliance to comply with CQC regulatory framework to achieve ‘outstanding’ status.
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• Facilitate and manage research studies/trials.
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• Ensure health & safety regulations are compliant, managing and escalating where required. 

Non clinical Responsibilities (but not limited to):

• Resolve clinic related issues in a timely manner  (IT, building, customer, staff etc.) 
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• Maintain the strictest of confidentiality (written, oral and electronic) and ensure compliance with the Data Protection Act 1998.
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• Have complete knowledge of the menu of services, and appropriately upsell and cross sell from the service menu
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• Promote or create health and wellness education materials and/or programs appropriate to the individual and general patient population.
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• Document all patient information in the medical record in a timely and accurate manner.
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• Audit standards of care provision
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• Attend staff meetings and take responsibility for personal ongoing education.
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• Promote the HUM2N public image both within and outside the practice, consistent with the high-quality health services provided.
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• Maintain and order adequate and necessary supplies, equipment, consumables etc
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• Ensure regular client contact, care and reactivation 
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• Deliver and contribute to premium service delivery throughout the clients journey. 
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• Implement efficient processes and systems to support service delivery.
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• Help to maintain clinic maintenance and presentation is of the highest cleanliness and standard at all times.  
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• Greet and welcome clients, providing a warm and professional first impression.
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• Manage appointment bookings, cancellations, and rescheduling using our clinic management software.
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• Invoicing clients, ensuring invoices are closed 
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• Respond to client inquiries via phone, email, or in person, ensuring timely and accurate information.
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• Assist with administrative tasks, including filing, data entry, and maintaining client records.
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• Coordinate with healthcare practitioners to manage patient flow and ensure a smooth client experience.
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• Participate in team meetings and contribute to the ongoing improvement of our clinic's services.
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• Managing the cash register, purchase orders, updating the delivery tracker
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• Collecting feedback via feedback forms / google reviews 

Sales 

• Achieve treatment and retail sales targets
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• Motivated to onboard effective sales and education training provided with self-discipline to carry out further personal reading to achieve targets 
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• Independent and motivated in managing sales performance; working closely with management team to achieve business targets

Qualifications:

• Aesthetic Qualification –Level 2/3 NVQ in Beauty Therapy or VTCT level 3/or 4
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• IV cannulation & phlebotomy competency

Experience:

• Minimum 5 year experience in Cosmetics/aesthetics/wellness industry 
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• Must be proficient, articulate, presentable & diligent in work ethic.
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• Experience working with a VIP clientele is preferred.

Salary: £40-45k Base, OTE: £50-60k

Job Type: Full-time

Job Location:

• Chelsea, Greater London

Required education:

• Bachelor's

Required experience:

Medical Aesthetician: 5 years