Front Office Manager

1. Front Office HR & Planning Duties.

• 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 HC 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 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.

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 sales persons 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.

• 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;
• Strong taste for challenges – strong ability to work under pressure;
• Strong leadership & interpersonal skills;
• Customer Service oriented;
• At least 5 year experience in a Supervisor/Management role;
• Demonstrated commitment to Customer Service, Sales, Health & Safety;
• Comprehensive knowledge to the local laws and regulations (Labor law, Health and Safety regulations etc..);
• Proficiency in English.

• Attractive salary
• Healthcare according to company policy
• Exciting working environment

• Please send your full application (CV with photo + cover letter) to email hr@careplusvn.com
• Applications shall be sent in English only – Applications without cover letter or CV in Vietnamese only will not be considered.