Clinic Operations Team Leader / Manager

Important: Please note this role manages the Clinic Front Office operations and team, not general office administration or office management.
Front Office Management:
• Clinic Operation Management
• Set up new team, operate new clinic
• Organize workflows and ensure sufficient staff to complete tasks
• Ensure staff receive necessary training relevant to provide excellent Customer Service
• Organize rosters to ensure staff coverage on daily basis
• Set staff Key Performance Indicators and measure on monthly basis
• Coordinate with Health Check Team & provide planning for the Corporate Health check
• Ensure staff and operational discipline
• Combine with HR to recruit staff for clinic
Operations Work Flow & Facility Management
• Manage proper patient flow to avoid congestion in system and/or during Corporate Health Checks
• Ensure proper documentation completed at every station on completion of patient visit;
• Ensure all patient information collected for each patient to produce a medical report at the end of cycle;
• Ensure accuracy of information in each file
• Organize work flow to minimize waiting time
• Ensure all work stations are manned on time every time
• Ensure patients are aware of work flow when they enter clinic;
• Learn from other international business and employ best practices where appropriate;
• Accommodate client requests whenever possible;
• Arrange for sample collections to be done prior to clients visiting Clinic;
• Ensure equipment in good working order at all times;
• Notify management of equipment needs or issues in timely manner;
• Ensure excellent house-keeping at all time;
• Ensure that the facility and equipment are clean and well maintained by cleaning, security and maintenance teams;
• Ensure that the load of the clinic is managed well and facilitate the planning so that the clinic is always working at capacity.
Communication & Customer Service
• Maintain good communication with patients who visit Clinic and corporate clients;
• Inform management of problems or issues that need their attention on a regular basis;
• Inform clients of any changes in schedule or processes;
• Ensure to maintain strict confidentiality with clients' and company's medical information;
• Lead the weekly clinic operation meetings with all key staff to ensure we deal with potential issues in a timely manner;
• Ensure good client communication at all times;
• Deal with complaints as and when they arise and resolve problems;
• Liaise with all departments within CityClinic necessary to complete the services offered by the Clinic;
• Develop key relationships with Head Nurses, Lab Managers, Med Dir, Doctors, Clinic Coordinator in TB, Admin/Purchasing Manager and any other key management positions;
• Develop sound relationships with staff at the Clinic and work closely with Clinic sales persons and Marketing Dept.
Overall financial performance of the Clinic
• Ensure monthly retail, upsell, cross-sell sales targets are achieved
• Coordinate with corporate sales team to achieve corporate sales targets;
• Process all documentation necessary for completion of delivery of services and their appropriate billing;
• Ensure good retention of existing clients and adding new clients annually;
• Develop business and adapt to changing client needs.
• Leadership
• Provide leadership for team at the Clinic
• Demonstrate good management skills and decision making in daily business;
• Ensure Clinic team integrates with CityClinic as a whole.