Clinic Operations Manager

JOB DESCRIPTION

Position: Clinic Operations Manager

Reports to: Managing Director

Responsible for: Two Receptionists + 30 Osteopaths (indirectly)

Location: Three days in our outreach Clinics (London based – 3 sites) and two days in Admin office or working from home.

Hours: 35 hours

Salary: £40,000 to £42,000

Job Responsibilities:

The Clinic Operation Manager (COM) has the overall responsibility to manage and supervise the day to day running of the clinics, liaising with the Consultants-in-Charge, ensuring patients and Osteopaths are dealt with in a professional manner at all times.

Whilst acting as the primary contact for around 30 Osteopaths in the clinic, the COM is responsible for the (this will require experience at a managerial level):

• Reception, Receptionists and Patient care
• Osteopath’s welfare
• Leave approval and processing
• Clinic Database
• Health and Safety
• Clinic Reports

Ensure adequate staffing for provision of patient services - processing leave request and any sickness for the Osteopaths, re-allocating patients in the event of an osteopath’s sickness.
Updating the diary and liaising with the Education Department as appropriate.

Organise reception staff leave requests ensuring appropriate cover. Ensuring the best use of resources to maintain a high level of accuracy. A high level of professionalism must be maintained at all times at the reception and in the clinic.

The COM will be responsible for balancing the needs of our education course and the clinic operations. This will require exceptional attention to detail and strong administration skills.

Giving support and being a mentor to the Osteopaths on our course.

Monitor the DNA and cancellation list, contacting patients/carers and acting where necessary.

Ensure compliance with: General Data Protection Regulations (GDPR) and other applicable
Charity Governance requirements.

Respond to complaints in accordance with Clinic complaints procedure and evaluate suggestions.

Health and Safety and others

Ensure all the clinic Risk Managements are in place and adhered to. Promoting and maintaining the health, safety and security as defined in the Practice Health & Safety Policy in conjunction with Peninsula.

Enforce a protocol for all rental buildings are maintained to a high standard, along with all Key
Holders information.

Inventory – maintain a list of the charity’s assets in clinics and with staff.

Responsible for the purchasing of all clinic equipment needed.

Reports and Statistics

Provide a monthly and quarter KPI clinical report on the progress of the clinic. Identifying opportunities for improvement and highlighting weaknesses to be resolved.

Responsible for the quarterly update of clinic and reception handbooks.

Information Technology/Clinic Office Database

Set up and then manage/ maintain computerised appointment system – Clinic Office. (Training will be given).

Have full understanding of Clinic Office appointment and booking system.

Provide staff support on the use of the clinic diary system.

Maintenance of the cloud clinic database, making improvements to support the needs of the
Charity.

Ensure a backup dairy system is in place in the event of IT failure/breakdown.

PERSON SPECIFICATION
Proven experience in managing staff from differing disciplines, supporting and leading them to achieve organisational goals.

Experience of operating at a Management Level (over 3 years) and demonstrable business acumen.

Understanding of / interest in Clinic Management, and outstanding organisational and leadership abilities.

Computer literate must have experience working with databases (Clinic Office, training will be given) must also be familiar with Microsoft Excel and Ms Word.

Strong communication skills - verbal and written - strong analytical and problem solving skills.

Ability to think strategically and embrace ‘ the bigger picture’.

Good team player, attention to detail and ability to work to deadlines.

BENEFITS

Use of Osteopathic Services: staff are able to use osteopathic services during the normal working day subject to the agreement of the Consultant of that day.

Employee Assistance Programme: We subscribe to an external service which provides confidential support for challenges faced in all aspects of life which individuals may experience from time to time.

Pension Scheme: staff are auto enrolled into our pension scheme (NEST) subject to its qualifying conditions. The organisation currently makes contributions of 4% of eligible salary into the pension scheme.

Season Ticket loan: staff may apply for a season ticket loan.

Eye tests: reasonable cost for an eye test is reimbursed on the production of a receipt.

Professional Membership Fees: after the satisfactory completion of the probationary period, and if you are employed in a role where the membership of a recognised professional body is required, you may be able to claim the cost of the membership fee, up to a maximum amount.

Job Type: Full-time

Salary: £40,000.00-£42,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London, SE1 4YR: reliably commute or plan to relocate before starting work (required)

Experience:

• Medical Practice Management: 3 years (required)
• Managing a clinic space: 3 years (required)

Work Location: In person

Application deadline: 27/03/2023
Expected start date: 03/04/2023