The Clinic Manager is accountable for managing and supporting all aspects of clinic operations. The Clinic Manager supports and enables the clinic-based team to deliver exceptional service to clients and drives efficiencies that lead to revenue generation, ensuring ongoing profitability for PMAC.
Client Experience
* Managing feedback from the clinic team and/or clients to ensure prompt resolutions to matters that meet or exceed client expectations
* Monitoring and managing clinic scheduling (waiting and treatment times) to ensure an uncompromising client experience
* Ensuring shifts are structured to allow optimum clinic utilisation and ensuring treatments are scheduled at appropriate times where the clinic is staffed with adequate expertise to carry out treatments
Administration
* Using reports provided from support functions or generated by POS system to analyse individual, clinic and overall group performance
* Generating and presenting a weekly and monthly summary of front office performance
* Planning and managing team and room utilisation to ensure optimum customer experience
* Acting as the main point of contact to coordinate and maintain planned and unplanned leave
* Providing direction to team members when rescheduling clients as required
* Managing clinic time sheeting practices for all team members, ensuring accuracy and timely submission
* Upholding company uniform policy, ensuring adherence to standards of personal presentation and ensuring the team maintain expectations in this regard
* Use reward and recognition frameworks to reinforce high performance, improve performance and demonstrate best practice
* Making independent and accurate decisions relating to factors that impact clinic performance
* Completing end of month reporting, including reporting and analysis to provide insights on labour costs and productivity for each clinic
* Driving clinic performance through leadership and clinic KPI's.
* Ensuring all team members have KPI's relevant to their role and understanding how these contribute to the clinic objectives
* Coaching, developing and providing clear feedback for team members in line with regular operating rhythms and through observations
* Preparing, planning and attending regular budget setting and performance reviews
* Overseeing the rosters of the clinic/s for staff
* Overseeing doctors/contractors shifts across the clinic
* Use of Xero and banking platforms
Performance
* Understand and embrace data and financial goals as a road map to success for the client and the business.
* Understand budgets and targets as well as that of your team, current promotions and marketing initiatives
Organisational responsibilities
* Be fully aware of the company's Organisational Structure, including the correct avenues to pursue for all work-related matters.
* Keep lines of communication open with all Leaders within the business so that the company can meet your individual needs always.
* Manage your own personal schedule in advance so that the company's rosters can be planned for and released accordingly.
* Understand and follow the process for applying for Annual Leave or other types of leave as required.
* Take responsibility for your own timesheet, ensuring accuracy and timely submission.
* Uphold the company's uniform policy, taking pride in your personal presentation.
Development and Mentoring
* Develop your team to become more effective, working with and through our values and our documented learning platform/s.
* Motivate, inspire and energise your teams so that they are engaged, connected and have a sense of belonging to each other and the brand.