Clinic Operations Manager

**Job Title**:Clinic Operations Manager

**Type of Employment**:Full-Time

**Location**:Morrow Flagship - Singapore

**Reports To**:Head of Clinical Operations

**Role Summary**

We are seeking a highly capable and proactive **Operations Manager**to lead and oversee the full spectrum of clinical and program operations within our 38,000 sq ft integrated medical sanctuary. As a core leader in our clinic operations team, the Operations Manager plays a mission-critical role in shaping and executing the operational strategy of our 38,000 sq ft integrated medical sanctuary. This role holds end-to-end responsibility for overseeing clinic floor operations, driving cross-departmental synergy, and ensuring the seamless delivery of both daily medical services and strategic health programs.

**1. Operational Leadership**
- Partner with the Head of Clinical Operations to shape service delivery models and implement operational frameworks that drive excellence, innovation, and scalability.
- Champion clinical governance, quality assurance, and continuous improvement initiatives across all operational domains.

**2. Cross-Functional Collaboration & Program Execution**
- Serve as the central operational leader connecting clinical, hospitality, wellness, and facility teams to ensure cohesive, integrated service delivery.
- Leading and to oversee the full operational lifecycle of Shared Medical Appointments (SMA) and Shared Medical Group (SMG) together with the Clinic Operations Executive, ensuring strategic coordination across facilitators (physicians, dietitians, clinical psychologists, counsellors, health coaches, etc.) and smooth execution.
- Lead the implementation of key programs, pilots, and cross-centre initiatives, ensuring alignment with clinical objectives and timelines.

**3. Excellence in Clinic Operations**
- Oversee the daily management of clinic operations, ensuring seamless patient flow, optimal resourcing, and consistent delivery of a premium patient experience.
- Drive operational discipline and compliance with all clinical SOPs, safety protocols, and Ministry of Health (MOH) regulations.
- Leverage clinic systems (e.g., CMS, EMR) to support workflow optimization, real-time issue resolution, and data-driven decision-making.
- Continuously refine operational processes to reduce inefficiencies and elevate service delivery.

**4. Service Experience & Patient Engagement**
- Set the tone for a service culture rooted in empathy, attentiveness, and excellence.
- Oversee the full patient journey across all touchpoints—ensuring clarity, comfort, and consistency throughout both individual appointments and SMA/SMG programs.
- Act as an escalation point for service recovery and proactively identify opportunities to enhance patient satisfaction and loyalty.
- Ensure consistent and clear communication with patients regarding SMA participation, expectations, and follow-up.

**5. Governance, Compliance & Data Stewardship**
- Ensure all operations are fully compliant with internal SOPs, MOH regulations, and statutory requirements.
- Lead the clinic’s adherence to the Personal Data Protection Act (PDPA), overseeing patient data handling, consent management, and confidentiality protocols.
- Conduct periodic internal audits and lead governance reviews to strengthen clinical integrity and risk mitigation.

**6. Inventory, Procurement & Facility Leadership**
- Lead inventory management with full accountability for medical supplies, medications, and consumables, ensuring zero variance and high operational readiness.
- Oversee procurement workflows and vendor relationships; collaborate with senior leadership on capital expenditures and facility upgrades.
- Maintain facility excellence by coordinating maintenance, servicing, and infrastructure enhancement efforts with internal and external stakeholders.

**7. Team Leadership & Talent Development**
- Lead, mentor, and inspire ground operations and service teams, fostering a high-performance culture grounded in accountability, collaboration, and continuous improvement.
- Conduct daily team briefings, alignment on operational goals
- Address performance challenges proactively and manage escalations in collaboration with HR and senior leadership.
- Champion staff wellbeing and engagement, recognizing the connection between team experience and patient experience.

**8. Performance Monitoring & Continuous Improvement**
- Track and analyze key operational and program KPIs—including SMA/SMG attendance, patient engagement, feedback scores, and documentation compliance (e.g., Plato notes).
- Collaborate with clinical leaders to translate operational data into actionable insights and service enhancements.
- Drive a culture of innovation by encouraging ground-up solutions and piloting process improvements with measurable outcomes.
- Lead post-program reviews and integrate learnings into future planning.

**9. Insurance Partnerships & Claims Management**
- Lead the development and expansion of