Clinic Director (Vietnamese - Medical Background required)

I. FUNCTIONAL OBJECTIVES
The Clinic Operations Director is a senior leadership role responsible for overseeing end-to-end clinic operations, ensuring excellence in patient care, service delivery, and cross-functional team management. The position holds direct responsibility for non-clinical operations, Sales, Marketing, Procurement, Customer Service, and Clinic Expansion, driving strategic growth and service consistency across the clinic network.
II. JOB RESPONSILITIES
1. Clinic Operations & Patient Experience
• Direct daily operations across all clinics, ensuring efficient workflows between clinical and non-clinical teams.
• Standardize and continuously improve operational procedures (SOPs), patient flow, documentation, and regulatory compliance.
• Monitor quality of care, waiting times, and facility cleanliness to uphold a high level of patient satisfaction.
• Ensure clinics meet all licensing, compliance, hygiene, and regulatory standards as required by Vietnam's Ministry of Health.
• Monitor clinical infrastructure, equipment readiness, and facility maintenance.
2. Sales & Business Growth
• Oversee and develop the sales strategy to drive patient acquisition, service usage, and customer lifetime value.
• Lead and support sales teams (in-house or field-based) to meet performance KPIs in both B2C and B2B channels (corporate wellness, insurance, hospital partners).
• Identify growth opportunities through bundled packages, seasonal campaigns, patient referral programs, and channel diversification.
• Provide market intelligence to support pricing strategies and competitive positioning.
3. Marketing, Branding & Communications
• Direct and manage all marketing functions, including digital marketing (social media, SEO, performance ads), traditional marketing, public relations, and events.
• Monitor the content, creative, and design teams to execute cohesive marketing campaigns aligned with business objectives.
• Monitor marketing performance (ROAS, CAC, patient conversion funnel) and continuously optimize for efficiency.
• Coordinate with the Medical Team to execute marketing initiatives, including public health campaigns, seminars, and awareness programs
• Lead initiatives to strengthen the clinic's brand image and thought leadership, including partnerships, testimonials, influencer outreach, and educational content.
4. Team Management & Interdepartmental Leadership
• Build, mentor, and lead high-performing teams across Operations, Sales, Marketing, and Customer Service.
• Set clear departmental goals, KPIs, and performance management systems.
• Foster a collaborative, accountable, and patient-centric workplace culture.
• Coordinate closely with clinical directors and medical leads to align support operations with care delivery goals.
5. Strategic Planning & Network Expansion
• Contribute to strategic decision-making on clinic expansion (new sites, new services, new regions).
• Lead operational setup of new branches (recruitment, training, SOP implementation, marketing launch).
• Research and pilot new service offerings based on patient trends and business goals.
6. Procurement & Inventory Oversight
• Manage the procurement of medical supplies, pharmaceuticals, devices, and operational materials across the clinic network.
• Build relationships with local and international suppliers; negotiate pricing, contracts, and service terms.
• Ensure procurement complies with internal standards, regulations, and usage forecasts to reduce waste and ensure continuity of service.
• Work closely with inventory control and clinical teams to maintain optimal stock levels and timely replenishment.