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Multi-Clinic Operations Manager - 20-30 Clinics UK WIDE 45K LON

The Workplace Consultancy
Closing date
22 Oct 2021

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Salary Band
Annual, £40,000 - £49,999
Contract Type
Full Time
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An exciting opportunity has arisen for a Clinic Services Manager to join my client to lead their front of house and back office Clinical Management team which support clinical operations across London, Birmingham, and Manchester.

They are looking for a dynamic individual with 2+ Years' experience in leadership and team management across multi-site locations. Someone who has exceptional customer service experience and ability to lead by example, and experience of managing high volume tasks; calls, email information enquires etc.

Job Purpose

The Clinic Services Manager is responsible for:

Leading and overseeing the work of the Clinical Management team, ensuring the day-to-day running of the clinics is efficient and effectively managed to a high standard.

Ensure the Client Management teams deliver a positive customer experience, in line with our Customer Charter, by continuously seeking to meet and exceed Customer expectations.

Ensure the Clinical Management teams are continually trained, motivated, evaluated and recognised in delivering excellent service.

Work closely with the Operations manager to maintain high clinic standards with Clinic issues reported and resolved promptly.

Motivate, monitor, and manage the achievement of operational KPI's; Telephony, Results and Customer response metrics.

Key Tasks/Accountabilities:
  • Lead, motivate and manage the Clinical Management team
  • Complete Clinic Manager admin tasks in line with company protocols
  • Work collaboratively across operations and other department where needed to resolve issues reported by the Clinical Management team and, or Customers
  • Facilitate the implementation of new products and services; ensuring Clinical Management processes are fit for purpose, trained, and communicated effectively.
  • Liaise with Finance to ensure end of month reconciliation of invoices, including invoice corrections and debt collection process
  • Ensure daily clinic check lists are completed, submitted, and monitored, with issues addressed promptly
  • People Management and Training
  • Chair weekly and monthly team meetings
  • Attend Clinical Manager monthly meetings
  • Attend leadership meetings
  • Troubleshooting of clinic and customer service issues and opportunities
  • Productive and proactive management of team
  • Excellent interpersonal relationships and collaboration skills with team and key colleagues to successfully meet clinic and customer service needs.

Key Attributes:

Educated to degree level

2+ Years' experience in leadership and team management

Experience of Six sigma or equivalent

Exceptional customer service experience and ability to lead by example

Experience of managing resource across multi-site locations

Experience of managing high volume tasks; calls, emails etc.

Experience of implementing and management incentives

Experience of motivating training others in customer service mind-set and behaviours, systems, processes, and procedures

Strong communication skills verbal, in writing and developing presentations

Good IT and systems skills.
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