Clinic Manager

The Clinic Manager is responsible for the clinic's day-to-day operational management, ensuring all administrative and support functions run efficiently, professionally, and in line with company policies, and reports to the Operations Director.

1. Clinic Operations

• Oversee the overall daily operations of the clinic.
• Ensure smooth patient flow from registration, consultation, investigation and treatment through to payment and discharge.
• Coordinate manpower and resources according to clinic workload.
• Ensure clinic opening and closing procedures are properly carried out.
• Identify operational problems and implement appropriate solutions.
• Ensure clinic facilities, equipment and work areas are maintained appropriately.
• Coordinate with doctors and management on operational requirements and improvements.

2. Cashier & Financial Controls

• Supervise cashier operations and collection of patient payments.
• Ensure correct billing and collection procedures are followed.
• Monitor cash, credit card, QR, and other payment transactions.
• Ensure daily cashier reconciliation and closing are completed accurately.
• Review discrepancies, refunds, void transactions, and other unusual transactions.
• Ensure proper documentation and controls are maintained.
• Coordinate with the Finance Department regarding collections, deposits and reconciliation.
• Minimise revenue leakage and billing errors.

3. Insurance / Guarantee Letter Management

• Oversee insurance, corporate panel and Guarantee Letter (GL) processes.
• Ensure eligibility and coverage are verified before treatment where required.
• Ensure quotations, pre-authorisations and supporting documents are submitted promptly.
• Monitor pending GLs and outstanding insurance matters.
• Liaise with insurance companies, TPAs, corporate clients and internal departments where necessary.
• Ensure patients are appropriately informed regarding exclusions, limits and payments not covered by insurance.
• Minimise delays in insurance approvals and claims caused by administrative errors.

4. IT & Systems Coordination

• Act as the clinic's main operational contact for IT-related matters.
• Ensure computers, printers, payment terminals, clinic management systems, internet and other operational systems are functioning.
• Report and follow up on IT problems with the IT Department or external vendors.
• Coordinate system access for new and departing staff.
• Ensure appropriate access control and protection of patient information.
• Assist with implementation and testing of new systems and digital workflows.
• Ensure staff receive appropriate training when new systems are introduced.

5. Compliance, SOP & Governance

• Ensure staff comply with clinic SOPs, company policies and relevant regulatory requirements.
• Maintain proper documentation and administrative records.
• Assist management during internal audits, inspections and accreditation exercises.
• Ensure patient confidentiality and data protection requirements are observed.
• Report significant operational incidents or risks promptly to management.

6. Reporting & Management

• Provide regular operational updates to management.
• Monitor clinic performance indicators, including patient volume, waiting times, staff attendance, patient complaints, cashier discrepancies, and outstanding insurance/GL cases; highlight recurring problems and recommend solutions; and assist management in implementing new projects, services, and operational initiatives.

Qualifications & Experience

• Diploma or Degree in Healthcare Management, Business Administration, or a related field.
• Preferably 3–5 years of experience in healthcare or clinic/hospital operations.
• Previous supervisory or management experience preferred.
• Experience in private healthcare, insurance/TPA administration, or medical billing would be an advantage.
• Good command of English and Bahasa Malaysia; additional languages are an advantage.
• Good computer literacy and ability to learn healthcare information systems.