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Clinic Manager
2 weeks ago
**Job Summary**
As the Clinic Manager of Sin Kang TCM Clinic, you play a vital function as the connexion between Sin Kang, and our customers. You will oversee the daily operations of the clinic, including the management of manpower, logistics, revenue, customer service delivery, administrative excellence, and clinical training for clinic staff. A core member of the Clinical Team, reporting to Operations Manager of Sin Kang, you will be required to collaborate with various internal stakeholders in order to ensure that Sin Kang’s business and products are accurately represented in the market.
**What you will get in return**
In return, you get to enjoy the excitement of working in a growing & dynamic localise TCM culture. This will be a fulfilling role for you to take ownership of your own clinic operations, revenue, business development and marketing campaigns.
**Key Responsibilities**
**Clinic Operations**
- Responsible for daily operations of these service points, including front counter services, administrative, and operational matters, and partnering all clinic staff, TCM Physicians and backend operation team to solve system and process issues.
- Responsible for daily clinical meeting with all staff before any clinic operations.
- Provide essential support to all levels in the Clinic when required, and responsible in ensuring good workplace behaviour and identify issues and use resources to resolve.
- Supervise and manage the clinic’s appointment calendar.
- Establish and administer clinic specific policies and oversee system standard work.
- Maintain consistent SOP protocols for various tasks such as patient registration, queue management, medication dispensing, invoicing, and payment collection, claim submission, drug inventory management, and general cleanliness.
- Manage the financial and administrative aspects of the clinic, such as clinic facilities, equipment, medical supplies, and resources in relation to cost management, organising files and information, as well as maintaining accurate records of petty cash and billings.
- Responsible for inventory management. Evaluates stock levels of supplies and oversees repair or replacement of equipment and supplies.
- Responsible in providing innovative solutions to address all clinic operational shortcomings and escalation workflow to Operations Manager, when required.
- Build relationships with all stakeholders, engendering trust, confidence, loyalty, awareness, and mutual benefits.
**Revenue, Finance and Corporate Governance**
- Responsible for achieving the weekly and monthly sales revenue and financial targets for the clinical services assigned and be responsible for developing and carrying out business plans in conjunction with Operations Manager, and heads of departments/divisions to ensure that revenue goals are reached.
- Scope of business management includes clinic’s annual financial budgeting and regular reviews with all heads of departments/divisions, TCM Physicians, and development of new treatment services.
- Devise, implement and report all monthly clinic and staff’s sales revenue performance indicators and goals.
- Support and implement all business development and marketing campaigns planned for the Clinic.
- Ensure compliance with guidelines set by the Ministry of Health (MOH), Traditional Chinese Medicine Practitioners Board (TCMPB).
- Implement clinical administrative policies and initiate actions to enhance patient care programmes.
**Service Excellence Management**
- Collaborate with other department teams to ensure a positive experience for patients along the continuum of care.
- Provide quality service to patients including but not limited to answering queries and following-up over phone calls.
- Responsible for achieving customer satisfaction targets in partnership with the Operations Manager.
- Responsible for devising innovative ways to continually improve clinic service levels and ensuring great hospitality and total customer satisfaction.
- Communicate & resolve all patient queries & complaints in a professional manner & establish strong customer relationship with all patients/customers.
- Guide and support participation in patient care delivery regularly.
- Execute clinical administrative policies and initiate action to enhance patient care programmes.
**People and Resource Management**
- Understand future staffing requirements and create, execute and support clinical staff recruitment and retention strategies with Operations Manager and HR Manager.
- Identify position specific job responsibilities and core competencies to create clear job descriptions.
- Manage a team of TCM Physicians, patient relations officers, and therapists, providing customer services in service points, ensuring smooth and efficient clinical operations, conduct appraisals for these staff.
- Responsible for ensuring that all clinic staff receive appropriate induction, orientation, and training so that they possess appropriate skills and kno
