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Clinic Operations Manager

2 months ago

London UK, UK, United Kingdom HUM2N Full time

Reporting into: COO/Medical Director


Key Responsibilities include: (not limited to):

  • Maintain policies and comprehensive up to date records.
  • Ensure the clinic is compliant with all health & safety/fire audits, risk assessments for building and staff, infection control, staff files, training, patient notes in accordance with CQC/Health & Safety regulations.
  • Resolve clinic related issues in a timely manner (IT, building, customer, staff etc.)
  • Maintain the strictest of confidentiality (written, oral and electronic) and ensure compliance with the Data Protection Act 1998.
  • Comply with CQC regulatory framework to achieve ‘outstanding’ status.
  • Oversee day to day operational efficiency of the clinic, including facilities, equipment, inventory management and client experience.
  • Ensure accurate and timely reporting of operational and clinical performance data to the Senior Leadership team.
  • Implement and maintain quality management systems and protocols to ensure the highest standards of care. This includes identifying areas for improvement, monitoring performance indicators and ensuring compliance with national clinical guidance.
  • Handling client incidents and complaints promptly and ensuring the most convenient resolution and client satisfaction
  • Ensure efficient customer communications and customer service delivery across teams, addressing issues promptly as they arise
  • Take initiative and gain a good understanding of the treatment and product offering
  • Ensure that all treatments are performed to an exceptionally high standard across the business and take action where gaps are seen


Clinic Presentation & Standards

  • Deliver and contribute to premium service delivery throughout the clients journey.
  • Manage and motivate the team to optimise staff performance and retention.
  • Implement efficient processes and systems to support service delivery.
  • Ensure health & safety regulations are compliant, managing and escalating where required.
  • Establish clinic maintenance and presentation is of the highest cleanliness and standard at all times. Liaising with surveyors/landlords and organising contractors as required
Develop Medical Referral Partnerships & Journeys
  • Track the number of referrals from each source and increase collaboration, demonstrating the value to the referrer.
  • Check which acquisition channels are not profitable and raise them to SMT.
  • Build out medical referral networks and journeys into our services.
  • Examine the profitability of different channels and scenarios.
  • Explore relationships between the lifetime value of a patient and their first clinical interaction.
  • Introduce new medical services dependant on our client demographic and need – eg Hair Transplant, MSK, Private GP, OP Radiology
  • Increase revenue from the Insurance sector through establishing relationships.
  • Manage Practice Privileges and Room Rental agreements
Delivering Quality of Care
  • Evidence the number of patients due for a follow-up for a specific health condition – drive LTV of clients and annual retention – demonstrate through the number of visits per year.
  • Oversee and report delivery of recall activities to drive occupancy.
  • Display analytics to maintain assurance and evidence quality care for CQC.
  • Ensure the team fulfil their obligations to track and treat long-term conditions.
  • Optimise enquiry turnaround time for new enquiries, and existing clients for bookings or clinical enquiries.
  • Deliver a fully comprehensive 7 day service, with 7 day cover for clinical enquiries.
  • Report complaints and escalate as required in a timely manner according to CQC best practise.
  • Assist the team with MSQ reporting on all clients in health journeys pre during and post.
  • Develop and implement clinical and operational policies and procedures to ensure compliance with relevant laws, regulations, and best practices.
  • Collaborating with senior management to develop and implement long-term strategic plans, setting objectives, and monitoring progress.
  • Ensure the facility provides safe, effective, and patient-centred care. This involves monitoring patient satisfaction, addressing patient complaints, and managing clinical risk.
  • Ensures completion of patient feedback forms and satisfaction surveys


Improve Financial Performance


  • Track profitability of clinicians, services, products and departments.
  • Identify the most popular services and flag this to the SMT for targeting promotion.
  • Identify which patient subgroups and trends increase revenue.
  • Ensure correct EOD reconciliation, enquiry, phone and email management at all times.
  • Develop and manage budgets, monitoring financial performance, and ensuring cost-effective allocation of resources.
  • Managing relationships with external agencies and suppliers, ensuring best rates
  • Overseeing vendor relationships, ensuring all inventory is fully tracked and cost control
Optimise Clinic’s Workload
  • Review and manage clinicians capacity to optimise clinical activity.
  • Examine occupancy rate of departments and allocate resources appropriately.
  • Lead and develop a team to build a positive and supportive working environment.
  • Improve clinic room utilisation capacity through practitioner bookings, room rentals and practising privileges


Team management & development pathways


  • Ensure training and development frameworks per level of role – creation of level of roles and associated assessment and competencies for increasing retention and longevity & career progression
  • Appropriate recruitment of roles development of recruitment pipelines
  • Efficient team motivation and management across employee journey
  • Ensure training is up to date for team through current training channels - bluestream, zavvy
  • Management of Operational and Clinical team member KPIs
  • Manage and report regularly on Team KPI’s in order to meet business goals and targets
  • Team management; ensuring motivation and performance across team through timely and efficient onboarding, training and development, regular performance management and handling of disciplinaries/grievances
  • Staff related HR/admin: supplying and saving signed contracts, new starter paperwork, efficient rota, sick day and holiday management, ensuring optimum staff cover, also following administration and management protocols
  • Managing sales performance; running regular reports, team management and coaching to meet sales targets through up-sales and cross sales, working closely with marketing and business development to achieve business targets


Performance measures/ Objectives

  • Meeting revenue and targets
  • Premium service delivery across customer journey
  • Efficient team motivation and management across employee journey
  • Efficient and smooth processes and systems are in place to support service delivery
  • Health & Safety regulations and compliance in place and adhered to
  • Spotless clinic maintenance and presentation



Key KPIs:

  • Clinic sales performance and revenue growth- aiming to reach sales targets as per budget
  • Maintaining CQC Good Status
  • CQC Audit compliance with 100% completion of daily, weekly and monthly reporting activities / tasks, completion of required audits
  • Optimisation of clinic capacity with 75% staff time/ clinic utilisation rates
  • Client retention – 50-70% of client’s finish treatment plans, and continue to other programmes, and pursue other clinic experiences or products.
  • Active Medical referral partnerships (independent or practice) 6 per quarter