Clinic Operation Manager

17 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia IFloss Dental Full time 60,000 - 1,200,000 per year
Job Description: Clinic Operational Manager

Position: Clinic Operational Manager.

Reports To: Clinic Director.
Job Overview: The Clinic Operational Manager will be responsible for overseeing the daily operations of all clinic branches, managing performance data, coordinating administrative tasks, and ensuring the smooth functioning of all operational processes. This role will also be tasked with compiling and creating Standard Operating Procedures (SOPs) for each branch, measuring key metrics to optimize the clinics' performance, and contributing to the development and implementation of revenue generation strategies. The ideal candidate will have strong leadership skills, experience in multi-site operations management, proficiency in data and metric management, and an understanding of business growth drivers across an expanding network.

Key Responsibilities:
  • Operational Management:
    • Oversee daily operations of all clinic branches to ensure efficiency and effectiveness.
    • Coordinate with different departments to streamline processes and improve patient care across the network.
    • Manage and resolve operational issues promptly at all locations.
  • Performance Data Coordination:
    • Distribute performance surveys and feedback forms to employees, peers, supervisors, and relevant stakeholders across all branches.
    • Collect and compile performance data from various sources across the network.
    • Maintain detailed and organized records of employee performance, attendance, and leave management for all staff under operational purview.
    • Assist in generating performance reports and summaries for review by HR and management.
  • Key Metrics Measurement:
    • Identify and track key performance indicators (KPIs) that drive clinic optimization and success, including financial and revenue metrics, benchmarking across branches.
    • Analyze data to identify trends, inefficiencies, and areas for improvement across the network.
    • Provide regular reports on key metrics to the Clinic Director and management team.
  • Standard Operating Procedures (SOPs):
    • Compile and create comprehensive SOPs for all operational processes within each clinic branch, ensuring network-wide consistency where appropriate.
    • Ensure SOPs are up-to-date and reflect current best practices and regulatory requirements.
    • Train staff on SOPs and monitor adherence to ensure consistency and quality in operations across all locations.
  • Administrative Support:
    • Assist in scheduling peer reviews, performance meetings, and training sessions network-wide.
    • Provide administrative support to the HR department and clinic management related to operational matters.
    • Facilitate communication between departments and branches to ensure smooth data collection and operational processes.
  • Quality Assurance:
    • Ensure compliance with clinic policies and procedures across all branches.
    • Maintain high standards of clinic cleanliness, presentation, and hygiene consistently across the network.
    • Monitor and ensure the quality of patient care and services provided at all locations.
  • Team Coordination:
    • Support HR in the onboarding process and ensure new hires understand operational procedures and performance expectations applicable to their branch and the overall network.
    • Coordinate training and development activities for clinic staff, potentially standardizing across branches where feasible.
    • Foster a positive and productive work environment throughout the clinic network.
  • Financial Management & Revenue Generation:
    • Assist in budget planning and cost management for all clinic branches.
    • Monitor inventory levels and ensure timely reordering of supplies, potentially identifying opportunities for bulk purchasing or network efficiencies.
    • Develop and contribute to the implementation of strategies to enhance clinic revenue streams across all branches.
    • Analyze market trends and patient data across the network to identify opportunities for service expansion, optimized pricing, or new revenue initiatives.
    • Collaborate with the Clinic Director and potentially marketing teams on initiatives aimed at patient acquisition, retention, and optimizing service utilization to drive revenue growth across the network.
    • Monitor financial performance against revenue targets for each branch and the network overall, providing insights for strategic adjustments.
  • Confidentiality and Compliance:
    • Handle all performance-related and financial data with the highest level of confidentiality.
    • Ensure compliance with company policies, data protection regulations, and relevant healthcare regulations across all operations.

Qualifications:
  • Education:
    • Bachelor's degree in Business Administration, Healthcare Management, Operations Management, or a related field.
  • Experience:
    • Previous experience in operations management, healthcare administration, or a similar role.
    • Proven experience in managing multiple locations or overseeing operations across a network.
    • Experience in compiling and creating SOPs, preferably for multi-site operations.
    • Experience or demonstrated understanding of revenue generation principles or business development, preferably in a service-oriented or healthcare environment.
    • Familiarity with performance management systems and tools.
  • Proficiency in data analysis and metric tracking.

Skills:
  • Strong leadership and organizational skills, capable of managing complexity across multiple sites.
  • Proficiency in Microsoft Office (Excel, Word, Outlook) and Google Workspace.
  • Excellent attention to detail and accuracy.
  • Good communication and interpersonal skills, effective in managing remote teams/sites.
  • Ability to handle confidential information with discretion.
  • Strong financial acumen, including budget management and revenue analysis skills.
  • Knowledge of SOP development and implementation for consistency across locations.
  • Data analysis and KPI measurement skills.
  • Strategic thinking and problem-solving skills related to operational efficiency and business growth in a multi-branch context.

Key Competencies:
  • Leadership: Ability to lead and motivate teams across multiple locations to achieve operational excellence.
  • Organizational Skills: Capability to manage multiple tasks, locations, and maintain detailed records for a growing network.
  • Analytical Thinking: Proficiency in analyzing operational and financial data from multiple sources/branches to make informed decisions and identify growth opportunities.
  • Problem-Solving: Ability to address and resolve operational issues efficiently across different branches.
  • Attention to Detail: Meticulous in recording and managing data to ensure accuracy network-wide.
  • SOP Management: Skilled in creating, implementing, updating, and ensuring adherence to SOPs across all branches.
  • Metric Measurement: Expertise in identifying, tracking, reporting, and comparing key performance indicators across the clinic network.
  • Business Acumen: Understanding of clinic operations within the broader business context, including factors influencing revenue and profitability across multiple locations.
  • Scalability Mindset: Ability to develop and implement processes that can function effectively as the number of branches grows.

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