Front Office Manager

1. Front Office HR & Planning Duties

• Clinic Operation Management

• Staffing with necessary skills to complete tasks;

• Organize workflows and ensure sufficient staff to complete tasks;

• Ensure staff receive necessary training relevant to provide excellent Customer Service; 

• Organize rosters to ensure staff coverage on daily basis;

• Set staff Key Performance Indicators and measure on monthly basis;

• Regular meet with staff to discuss performance and improvements;

• Coordinate with Health Check Team & provide planning for the Corporate Health check;

• Ensure staff and operational discipline;

• Work with HR to recruit part-time/seasonal staff for peak periods or on-site corporate health checks.

2. Operations Work Flow & Facility Management

• Manage proper patient flow to avoid congestion in system and/or during Corporate Health Checks;

• Ensure proper documentation completed at every station on completion of patient visit;

• Ensure all patient information collected for each patient to produce a medical report at the end of cycle;

• Ensure accuracy of the information in each file;

• Organize workflow to minimize waiting time;

• Ensure all work stations are manned on time every time;

• Ensure patients are aware of work flow when they enter clinic;

• Learn from other international business and employ best practices where appropriate;

• Accommodate client requests whenever possible;

• Arrange for sample collections to be done prior to clients visiting Clinic;

• Ensure equipment in good working order at all times;

• Notify management of equipment needs or issues in timely manner;

• Ensure excellent house-keeping at all time;

• Ensure that the facility and equipment are clean and well maintained by cleaning, security and maintenance teams;

• Ensure that the load of the clinic is managed well and facilitate the planning so that the clinic is always working at capacity.

3. Communication & Customer Service

• Maintain good communication with patients who visit Clinic and corporate clients;

• Inform management of problems or issues that need their attention on a regular basis;

• Inform clients of any changes in schedule or processes;

• Ensure to maintain strict confidentiality with clients’ and company’s medical information;

• Lead the weekly clinic operation meetings with all key staff to ensure we deal with potential issues in a timely manner;

• Ensure good client communication at all times;

• Deal with complaints as and when they arise and resolve problems;

• Liaise with all departments within CityClinic necessary to complete the services offered by the Clinic;

• Develop key relationships with Head Nurses, Lab Managers, Med Dir, Doctors, Clinic Coordinator in TB, Admin/Purchasing Manager and any other key management positions;

• Develop sound relationships with staff at the Clinic and work closely with Clinic salespersons and Marketing Dept.

4. Overall financial performance of the Clinic

• Ensure monthly retail, upsell, cross-sell sales targets are achieved;

• Coordinate with corporate sales team to achieve corporate sales targets;

• Process all documentation necessary for completion of delivery of services and their appropriate billing;

• Ensure good retention of existing clients and adding new clients annually;

• Develop business and adapt to changing client needs.

5. Leadership

• Provide leadership for team at the Clinic;

• Demonstrate good management skills and decision making in daily business;

• Ensure Clinic team integrates with CityClinic as a whole.

Qualifications

• A tertiary qualification in HealthCare/Hospitality or Business Management or any related background + extensive knowledge of and experience within Sales in the service industry, ideally healthcare services industry;
• At least 3 - 5 years experience in a Supervisor/ Management role;

Skills

• Effective communication, ability to consult with multiple people, build relationships, group work, presentations and know how to change management;

• Strong taste for challenges – strong ability to work under pressure;

• Strong leadership & interpersonal skills;

• Customer Service oriented;

• Demonstrated commitment to Customer Service, Sales, Health & Safety;

• Ability to manage multiple complex projects

• Professional, integrity and well-organized

• Has many outstanding personal skills;

• Ability to work independently as well as in a team 

• Outgoing personality and self-motivated

• Comprehensive knowledge of the local laws and regulations (Labor law, Health and Safety regulations, etc..);

• Reasonable decisions and problem-solving skills, including the ability to analyse and understand the financial impacts of the relevant choices;

• English fluency is an advantage

Computer

• Familiar with MS Office, management software, Internet, Email

• Competitive salary, to be entitled to full benefits under the Labor Law, Social Insurance,...
• Get periodic health check according to company policy
• Young, friendly and professional working environment
• Being trained and developed professional skills, career

• Candidates interested in applicants please contact and send CV (English / Vietnamese) via email: hr@careplusvn.com (Please specify a mail header: "Apply for ...... position"
• All contact information: (028) 7300 3223 - Ext: 8678 - Ms. Bich Vi