Front Office Manager/Team Leader

Important: Please note this role manages the Clinic Front Office operations and team, not general office administration or office management.

Front Office Management:

• Clinic Operation Management

• Set up new team, operate new clinic

• Organize workflows and ensure sufficient staff to complete tasks

• Ensure staff receive necessary training relevant to provide excellent Customer Service

• Organize rosters to ensure staff coverage on daily basis

• Set staff Key Performance Indicators and measure on monthly basis

• Coordinate with Health Check Team & provide planning for the Corporate Health check

• Ensure staff and operational discipline

• Combine with HR to recruit staff for clinic

Operations Work Flow & Facility Management

• Manage proper patient flow to avoid congestion in system and/or during Corporate Health Checks

• Ensure proper documentation completed at every station on completion of patient visit;

• Ensure all patient information collected for each patient to produce a medical report at the end of cycle;

• Ensure accuracy of information in each file

• Organize work flow to minimize waiting time

• Ensure all work stations are manned on time every time

• Ensure patients are aware of work flow when they enter clinic;

• Learn from other international business and employ best practices where appropriate;

• Accommodate client requests whenever possible;

• Arrange for sample collections to be done prior to clients visiting Clinic;

• Ensure equipment in good working order at all times;

• Notify management of equipment needs or issues in timely manner;

• Ensure excellent house-keeping at all time;

• Ensure that the facility and equipment are clean and well maintained by cleaning, security and maintenance teams;

• Ensure that the load of the clinic is managed well and facilitate the planning so that the clinic is always working at capacity.

Communication & Customer Service

• Maintain good communication with patients who visit Clinic and corporate clients;

• Inform management of problems or issues that need their attention on a regular basis;

• Inform clients of any changes in schedule or processes;

• Ensure to maintain strict confidentiality with clients’ and company’s medical information;

• Lead the weekly clinic operation meetings with all key staff to ensure we deal with potential issues in a timely manner;

• Ensure good client communication at all times;

• Deal with complaints as and when they arise and resolve problems;

• Liaise with all departments within CityClinic necessary to complete the services offered by the Clinic;

• Develop key relationships with Head Nurses, Lab Managers, Med Dir, Doctors, Clinic Coordinator in TB, Admin/Purchasing Manager and any other key management positions;

• Develop sound relationships with staff at the Clinic and work closely with Clinic sales persons and Marketing Dept.

Overall financial performance of the Clinic

• Ensure monthly retail, upsell, cross-sell sales targets are achieved

• Coordinate with corporate sales team to achieve corporate sales targets;

• Process all documentation necessary for completion of delivery of services and their appropriate billing;

• Ensure good retention of existing clients and adding new clients annually;

• Develop business and adapt to changing client needs.

• Leadership

• Provide leadership for team at the Clinic

• Demonstrate good management skills and decision making in daily business;

• Ensure Clinic team integrates with CityClinic as a whole.

• At least 3 years of experience in Management, preferably in Healthcar

Yêu cầu công việc

• At least 3 years of experience in Management, preferably in Healthcare Industry (Clinics/Hospitals)

• English fluency is an advantage

• Experience in setting up and operating new clinics

• Ability to recruit, train, and make decisions regarding personnel

• Effective communication, ability to consult with multiple people, build relationships, group work, presentations and know how to change management;

• Strong taste for challenges – strong ability to work under pressure;

• Strong leadership & interpersonal skills;

• Demonstrated commitment to Customer Service, Sales, Health & Safety;

• Ability to manage multiple complex projects

• Professional, integrity and well-organized

• Has many outstanding personal skills;

• Ability to work independently as well as in a team

• Outgoing personality and self-motivated

• Comprehensive knowledge to the local laws and regulations (Labor law, Health and Safety regulations etc..);

• Reasonable decisions and problem-solving skills, including the ability to analyse and understand the financial impacts of the relevant choices;

• Familiar with MS Office, management software, Internet, Email

Quyền lợi

• Thưởng: Yearly bonus based on business efficiency
• Chăm sóc sức khoẻ: Get periodic health checks according to company policy
• Đào tạo: Being trained and developed professional skills, career
• Hoạt động nhóm: Exciting company events: Embark on summer trips, annual parties, team-building activities, and so much more fun are waiting for you.
• Khác: Performance review once a year Discount promotion for staff and relatives up to 60% Young, friendly and professional working environment