Clinic Operations Manager

About the Role

120Y Med & Wellness is a premium Medical Wellness & Longevity Clinic under Royal Lee Cancer Hospital, focusing on Preventive Medicine, Personalized Wellness, and Healthy Longevity.

We are looking for a Clinic Operations Manager with strong business acumen to oversee clinic operations, directly own revenue and business performance, lead the clinic team, and ensure an exceptional customer experience.

A key responsibility of this role is to serve as the operational liaison between 120Y Med & Wellness and Royal Lee Cancer Hospital, facilitating appropriate client referrals for cancer consultation, diagnosis, treatment planning, and care coordination when required.

Key Responsibilities

1. Clinic Operations

• Oversee daily clinic operations and ensure smooth, efficient service delivery.
• Develop and improve SOPs, workflows, and service standards.
• Coordinate with physicians, medical teams, front office, sales, marketing, and support functions.
• Ensure compliance with healthcare regulations, hospital policies, and safety standards.

2. Revenue & Business Performance

• Take direct ownership of monthly and annual clinic revenue targets.
• Monitor and analyze Revenue, Average Ticket Size, Conversion Rate, Treatment/Program Utilization, Customer Retention, and Repeat Revenue.
• Develop strategies to drive revenue through packages, memberships, cross-selling, upselling, and customer retention.
• Work closely with Sales & Marketing to improve lead conversion and customer acquisition.
• Prepare business performance reports, identify performance gaps, and implement action plans to achieve targets.

3. Cancer Care & Hospital Integration

• Act as the key operational liaison between 120Y Med & Wellness and Royal Lee Cancer Hospital.
• Develop and manage referral and care coordination processes for clients requiring cancer consultation, medical evaluation, diagnosis, or treatment.
• Coordinate with physicians and hospital medical teams to ensure a smooth and appropriate transition of care.
• Support clients throughout the referral and coordination process and monitor follow-up.
• Strengthen the healthcare continuum across Preventive Medicine → Health Assessment → Cancer Consultation → Cancer Care.
• Maintain strict confidentiality and ensure the appropriate handling of client information.

4. Team Leadership

• Lead, coach, and develop clinic staff, including Front Office, Medical Support, Therapists, and Sales Advisors.
• Set and monitor individual and team KPIs.
• Optimize staffing, productivity, and team performance.

1. Build a results driven and customer focused team culture.

5. Customer Experience

• Manage the end-to-end customer journey and ensure a premium service experience.
• Monitor customer satisfaction, retention rates, repeat visits, and client feedback.
• Handle escalated customer concerns and drive continuous service improvements.
• Ensure a seamless customer experience between 120Y Med & Wellness and Royal Lee Cancer Hospital.

6. Cost, Inventory & Quality Management

• Control operating expenses and support overall clinic profitability.
• Manage inventory, medical supplies, wellness products, and clinic assets.
• Monitor equipment maintenance and operational readiness.
• Ensure service quality, patient safety, regulatory compliance, and operational risk management.

Qualifications

1. Bachelor’s degree or higher in Business Administration, Healthcare Management, Hospital Management, or a related field.
2. 3–5+ years of managerial experience in a medical clinic, wellness center, aesthetic clinic, private hospital, or healthcare business.
3. Strong commercial mindset with excellent leadership and problem solving skills.
4. Strong communication, coordination, and customer relationship management skills.
5. Good command of both spoken and written English (Chinese language proficiency is a plus).
6. Proficient in MS Office / Google Workspace and clinic or healthcare management systems.