Practise Manager
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Key skills for this role
Role Overview
The Clinic Manager leads front-of-house teams and supports daily clinical operations across the JBH and DIFC branches.
The role requires hands-on leadership, workflow oversight, premium client experience management, and adherence to clinic standards.
Key Skills for This Role
Full Job Posting
Role Overview
The Clinic Manager leads front-of-house teams and supports daily clinical operations across the JBH and DIFC branches.
The role requires hands-on leadership, workflow oversight, premium client experience management, and adherence to clinic standards.
Front-of-House and Clinical Coordination
- Lead reception teams and support meet-and-greet, telephone handling, appointment coordination, and peak-period coverage.
- Oversee appointment scheduling, confirmations, and changes using Sanoflow.
- Coordinate treatment rooms and schedules for doctors, nurses, and therapists.
- Plan staff rotations and room allocations across both clinics.
- Ensure treatment rooms are prepared, stocked, and maintained.
- Maintain reception and waiting-area presentation and cleanliness.
- Train and monitor reception staff on service quality, protocols, and communication standards.
Operational Management
- Oversee daily clinic operations, staff rosters, branch coverage, SOP adherence, and service standards.
- Collaborate with doctors, therapists, and support teams to maintain efficient workflow.
- Handle escalated patient concerns and provide timely resolutions.
- Monitor stock usage, levels, shortages, and internal processes.
Client Communication and CRM
- Ensure patient enquiries through phone, WhatsApp, email, and walk-ins receive prompt professional responses.
- Maintain knowledge of treatments, packages, and clinician availability.
- Coordinate urgent or priority bookings with clinicians.
- Maintain CRM records covering leads, follow-ups, updates, and conversion notes.
- Oversee timely lead management and analyse CRM data to improve conversion and the patient journey.
Sales, Reporting, and Leadership
- Produce daily, weekly, and monthly operational and performance reports.
- Drive enquiry conversion through a sales-focused, solution-driven approach.
- Collaborate with marketing on campaigns and promotional strategies.
- Develop communication templates and sales scripts for the clinic brand.
- Monitor KPIs including conversion, response times, wait times, complaints, staff conduct, and presentation.
- Support onboarding, development, training, and performance management of staff.
Weekly Review Activities
- Review patient complaints, resolution quality, positive feedback, and service improvement areas.
- Discuss punctuality, rota gaps, conduct, teamwork, clinical delays, and patient-flow disruptions.
- Review enquiry conversion data and set weekly operational priorities.
Performance Deliverables
- Maintain or exceed the minimum lead-to-consultation conversion target.
- Submit accurate weekly and monthly lead and operational performance reports.
- Respond to all leads within five minutes during clinic working hours.
- Achieve or exceed individual and team sales and conversion targets.
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