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Clinical Operations Manager
2 months ago
Kedras Clinics is seeking a highly skilled and experienced Clinical Operations Manager to join our team. As a key member of our management team, you will be responsible for delivering a range of support services and administrative activities to ensure the smooth operation of our clinics.
Main Responsibilities- Diary Management: Proactively manage each therapist's diary using an online booking system, exercising discretion and knowledge of priorities to ensure internal and external appointments are well planned and time is managed effectively.
- Meeting Coordination: Facilitate and coordinate meetings, ensuring all necessary pre-meeting arrangements are in place, including preparation and distribution of agendas and associated papers, post-meeting actions, and preparation of notes/minutes as required.
- Client Liaison: Meet and greet all clients attending the clinic in a trauma-informed, professional, and welcoming manner, providing an atmosphere of genuineness, warmth, and hospitality. This is a key interface role, and the Clinical Operations Manager will be the first point of contact for any person contacting the practice.
- Therapy Information: Be able to talk about and explain the various therapies on offer to assist prospective clients in deciding whether to attend the clinic or not. Training will be provided on this aspect of the role.
- Financial Management: Handle all invoicing and payment of therapeutic sessions, ensuring accurate and timely processing of financial transactions.
- External Liaison: Liaise with external agencies as required, maintaining effective relationships and ensuring seamless communication.
- Office Systems: Organize, facilitate, and control all aspects of paperwork, including online systems associated with clinical governance, ensuring procedures are efficient and effective.
- Marketing Support: Assist with event management and all associated paperwork/deadlines, providing marketing support to promote the clinic's services.
- Reporting and Correspondence: Review and draft reports, letters, and emails as required, ensuring accurate and timely communication with stakeholders.
- Administrative Support: Deal efficiently with a high-volume inbox, prioritizing emails and dealing independently with those that can be actioned/progressed.
- Problem-Solving: Use initiative and judgment to solve problems and queries, escalating as appropriate to the CEO.
- Team Support: Support other members of the business as and when required, providing administrative support to ensure the smooth operation of the clinic.
- Confidentiality: Deal empathetically and discreetly with upset complainants or members of staff, maintaining confidentiality and discretion at all times.
- Recruitment Support: Arrange interview panels and related meetings for the recruitment of new therapists, producing information and providing induction support for new colleagues.
- FOI and SAR Enquiries: Coordinate responses to FOI and SAR enquiries, ensuring accurate and timely responses.
- Data Management: Understand and interpret numerical reports, with the ability to input, amend, and review data as required.
- Accreditation: Interact with accrediting bodies such as the BPS, HCPC, and others, responding to queries and requesting information/input as required.
- Continuous Improvement: Contribute to a culture of continuous improvement by suggesting service improvements and implementing new processes to enhance the quality of service.
- Meetings and Minutes: Attend meetings, taking minutes and maintaining action lists as required.
- Travel and Accommodation: Arrange all therapists and CEO attendance at workshops, seminars, etc., booking accommodation and travel when required, and ensuring payment is made to secure bookings.
- Policies and Procedures: Adhere to all the policies and procedures of the clinic, ensuring compliance and adherence at all times.
- Expenses: Process, monitor, and retain records of expenses, ensuring accurate and timely processing of financial transactions.
- Confidentiality and Discretion: Handle information that can often be of a confidential nature, requiring the use of discretion and awareness of the confidentiality policy.
- Additional Duties: Undertake any other reasonable duties as required by the business.
- Qualifications: Scottish Credit and Qualification Framework level 7 (Advanced Higher/SVQ Level 3, HNC) or an undergraduate degree in a relevant subject (such as psychology) with experience of Clinic Manager duties as listed above.
- Equivalent Experience: Equivalent and/or ability to demonstrate the competencies required to undertake the duties associated with this post, having acquired the necessary knowledge and skills in a similar role.
- Marketing Skills: Know how to use mailchimp, Canva, and be confident in using all social media platforms and creating posts.
- Marketing Experience: Marketing skills and experience are essential and a part of your daily role.
- Mental Health Sector Knowledge: Knowledge and understanding of the mental health sector, particularly within private mental health clinics, although not essential.
- Psychological Environment: The Clinical Operations Manager role will involve being present within a psychological environment that will require the ability to be present with people who have mental health problems.
