Position Overview
The Clinic Operations Manager is responsible for the seamless daily operation of both clinical support and premium hospitality functions. Reporting directly to the Head of Operations & Nursing, this role drives site-level performance while proactively collaborating with peer managers across the group to optimise shared resources, staffing, and patient flow.
Reporting Lines
Direct Report To: Head of Operations & Nursing
Collaboration Mandate: High-frequency coordination with peer Clinic Operations Managers across all group sites.
Key Accountabilities
1. Daily Operational & Clinical Oversight
Patient Affairs — Administration
- Manage the administrative core of the clinic, overseeing patient registration, billing accuracy, insurance coordination, and data integrity.
Patient Relations — Experience
- Lead all patient-facing interactions, ensuring a five-star hospitality experience, managing VIP requirements, and driving service recovery when issues arise.
Pharmacy & Nursing — Logistics
- Provide both clinical & non-clinical operational leadership to Pharmacy and Nursing teams, focusing on scheduling, resource fulfilment, and workflow integration with the administrative front end.
Facilities & Hospitality
- Uphold hospital-grade cleanliness alongside a luxury-hotel aesthetic throughout the facility.
- Oversee cleaning crews and barista teams to ensure the environment is pristine and F&B service meets the group's premium standards.
2. Group Collaboration & Resource Agility
- Act as a key member of the group's leadership network, coordinating with managers at other sites to load-balance patient volumes and share resources during peak periods.
- Manage the flexible deployment of staff — including Patient Affairs and Nursing support — across sites to cover gaps, prevent burnout, and maintain consistent service levels.
- Work with the Head of Operations & Nursing to ensure SOPs are fully standardised, enabling staff to transition between locations without friction.
3. Workforce & Rota Management
- Design and own the master schedule for all direct reports, ensuring 100% coverage across Patient Affairs, Patient Relations, Nursing, Pharmacy, and Facilities.
- Align Nursing shifts with Doctor consultation hours and ensure Pharmacy staffing matches peak discharge windows.
- Manage leave planning, absence cover, and contingency scheduling to maintain uninterrupted service delivery.
4. Facility Integrity & Regulatory Compliance
- Conduct rigorous daily walkthroughs of the entire facility — barista stations, patient lounges, and clinical rooms — ensuring all areas meet applicable health authority standards and the group's luxury brand guidelines.
- Oversee the procurement and stock management of non-medical inventory, ensuring the facility is consistently equipped to serve patients and staff.
- Maintain accurate compliance records and support audit readiness in line with regulatory requirements.
Requirements
- Experience: 5+ years in Healthcare Operations, ideally within a multi-site private clinic or luxury medical centre.
- Leadership Style: A matrix leader who can manage the technical demands of a Pharmacy and the hospitality expectations of a barista team with equal fluency.
- Agility: Proven ability to resolve staffing gaps and redirect patient flows in real time.
- Technical: Proficiency in EMR (Electronic Medical Records) and advanced workforce scheduling software.
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