Clinic Manager

- INCENTIVES ON TARGET ACHIEVED

Key Responsibilities

1. Daily Clinic Operations

• Take full responsibility for the smooth daily operation of the clinic.
• Ensure the clinic opens and closes on time and all departments are properly staffed.
• Conduct a daily review of appointments, doctor schedules, staff attendance, pending treatments, follow-ups, and operational requirements.
• Ensure reception, treatment rooms, consultation rooms, waiting areas, and common areas are maintained to the required professional standard.
• Resolve operational issues immediately without unnecessarily delaying patient care.
• Coordinate between doctors, nurses, reception, sales, accounts, laboratory, pharmacy/suppliers, and management.
• Ensure equipment, materials, consumables, and supplies required for daily procedures are available.

2. Staff Management & Discipline

• Supervise all clinic employees and monitor their daily performance.
• Ensure staff follow their assigned job descriptions, responsibilities, working hours, dress code, grooming standards, and clinic policies.
• Allocate duties according to clinic requirements.
• Monitor attendance, lateness, absenteeism, breaks, overtime, and leave.
• Conduct daily or weekly staff briefings whenever required.
• Address conflicts between employees professionally and promptly.
• Prevent internal disagreements from affecting patients or clinic operations.
• Report repeated misconduct, poor performance, insubordination, or policy violations to management.
• Recommend warnings, reassignment of responsibilities, performance improvement plans, or other disciplinary action when appropriate.
• Maintain professional communication between doctors, staff, and management.

3. Doctor & Clinical Team Coordination

• Coordinate doctors’ schedules according to appointment demand.
• Ensure doctors start consultations and procedures on time.
• Monitor patient waiting times.
• Coordinate emergency schedule adjustments when doctors are absent or delayed.
• Ensure doctors and clinical staff receive proper support from reception and nursing teams.
• Monitor treatment-plan communication and follow-up processes.
• Ensure required documentation is properly completed before and after procedures.

4. Patient Experience

• Ensure every patient receives professional, respectful, and prompt service.
• Monitor patient waiting time and overall patient journey.
• Personally handle serious complaints or dissatisfied patients when required.
• Ensure complaints are documented and appropriately resolved.
• Follow up on unresolved complaints.
• Monitor online reviews and patient feedback with the relevant team.
• Encourage excellent service standards throughout the clinic.
• Ensure reception staff communicate clearly regarding appointments, prices, waiting times, procedures, and follow-ups.

5. Revenue & Business Performance

The Clinic Manager is expected to understand that the clinic is both a healthcare facility and a business operation.

Responsibilities include:

• Monitor daily, weekly, and monthly clinic revenue.
• Track revenue by doctor, department, treatment, and service.
• Monitor consultation-to-treatment conversion.
• Monitor treatment-plan acceptance rates.
• Identify missed revenue opportunities.
• Ensure patients who receive treatment plans are properly followed up.
• Monitor cancelled appointments, no-shows, pending quotations, and unclosed treatment plans.
• Work with reception, CRM, sales, and doctors to improve conversions.
• Encourage appropriate cross-referrals between departments where clinically suitable.
• Ensure discounts are given only according to management-approved policies.
• Prevent unauthorized discounts or price changes.

6. Lead & CRM Management

• Monitor all incoming leads from Meta, Instagram, Facebook, WhatsApp, Google, TikTok, calls, website, referrals, and other sources.
• Ensure every lead is contacted promptly.
• Ensure leads are entered correctly into the CRM.
• Monitor lead response time.
• Ensure multiple follow-ups are performed when a potential patient does not immediately book.
• Monitor the number of leads generated, contacted, booked, attended, converted, and lost.
• Review reasons for lost leads.
• Ensure old patients and inactive leads are regularly followed up.
• Coordinate promotional campaigns with the marketing and CRM teams.

7. Reception Management

• Ensure reception staff answer calls and messages professionally.
• Monitor missed calls and ensure callbacks are completed.
• Ensure appointments are booked correctly.
• Avoid unnecessary appointment gaps and optimize doctors’ schedules.
• Monitor confirmation calls and appointment reminders.
• Ensure patient files and information are correctly maintained.
• Ensure reception explains approved offers and packages accurately.
• Monitor collection of payments and proper issuance of invoices/receipts.

8. Sales & Treatment Conversion

• Support the team in converting consultations into confirmed treatments.
• Ensure treatment coordinators/reception staff understand current prices, offers, packages, and financing options.
• Review high-value treatment quotations that remain unconfirmed.
• Ensure follow-up on treatments such as:
• Dental implants
• Orthodontics/braces
• Crowns and veneers
• Aesthetic treatments
• Dermatology
• Wellness
• IV therapy
• Longevity and anti-aging services
• Other high-value treatments
• Monitor conversion performance by department.

9. Marketing Coordination

• Coordinate with the marketing team regarding current promotions and campaigns.
• Ensure reception and CRM staff understand every active advertisement.
• Provide management and marketing teams with feedback regarding:
• Lead quality
• Frequently requested treatments
• Patient objections
• Pricing concerns
• Competitor activity
• Conversion rates
• Ensure promotional materials displayed within the clinic are current and management-approved.

10. Financial & Cash Control

• Monitor daily collections.
• Verify cash, card, Tabby/Tamara or other payment transactions according to clinic procedures.
• Ensure correct invoicing and payment recording.
• Monitor outstanding balances.
• Prevent unauthorized refunds, discounts, complimentary treatments, or credit arrangements.
• Report any financial discrepancy immediately to management.
• Coordinate daily or periodic revenue reports with accounts.

11. Inventory & Procurement

• Monitor stock of medical, dental, aesthetic, wellness, office, and cleaning supplies.
• Establish minimum stock levels for frequently used items.
• Prevent unnecessary purchasing and wastage.
• Monitor product expiry dates.
• Ensure proper storage of clinical materials.
• Verify purchase requests before forwarding them for management approval.
• Monitor supplier deliveries and discrepancies.

12. DHA / Regulatory & Compliance Responsibilities

• Ensure the clinic operates according to applicable DHA and UAE healthcare requirements.
• Monitor validity of professional licenses and required clinic documentation.
• Ensure required clinical records are maintained.
• Ensure infection-control protocols are followed.
• Ensure staff comply with patient confidentiality requirements.
• Coordinate inspections, documentation, and corrective actions with the relevant responsible personnel.
• Immediately report serious compliance concerns to management.

13. Quality & Hygiene

• Conduct regular checks of treatment rooms, reception, washrooms, storage areas, sterilization areas, and staff areas.
• Ensure cleaning schedules are followed.
• Ensure infection-control procedures are maintained.
• Ensure clinical waste is handled correctly.
• Report equipment faults immediately.
• Maintain the overall professional appearance of the clinic.

14. Reporting to Management

The Clinic Manager must provide management with clear and accurate reporting covering:

• Daily revenue
• Monthly revenue
• Number of patients
• New patients
• Repeat patients
• Leads received
• Appointments booked
• Patient attendance
• No-shows/cancellations
• Conversion rates
• Doctor-wise revenue
• Department-wise revenue
• Staff attendance
• Patient complaints
• Outstanding payments
• Stock issues
• Operational concerns
• Marketing/lead performance
• Recommended corrective actions

Serious incidents must be reported immediately and must not be held until the normal reporting period.

Management Authority

The Clinic Manager is authorized to:

• Assign daily duties to clinic staff.
• Modify staff allocation according to operational requirements.
• Request explanations regarding lateness, absence, misconduct, or failure to perform assigned duties.
• Monitor employee performance.
• Issue verbal instructions and corrective directions.
• Recommend formal warning letters to management.
• Recommend performance improvement plans.
• Recommend changes in roles and responsibilities based on performance.
• Recommend salary reviews or performance-related changes to management where appropriate.
• Escalate serious misconduct directly to senior management.

Final decisions regarding salary changes, termination, major disciplinary action, or contractual changes remain subject to management approval.

Pay: AED3,500.00 per month

Work Location: In person