Front Office HR & Planning Duties
- Clinic Operation Management
- Set up new team, operate new clinic
- 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
- Coordinate with Health Check Team & provide planning for the Corporate Health check
- Ensure staff and operational discipline
- Combine with HR to recruit staff for clinic
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 information in each file
- Organize work flow 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.
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 sales persons and Marketing Dept.
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.
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.