Clinic Manager

JOB DESCRIPTION: CLINIC MANAGER Department: Clinic Operations Reports To: Operations Manager / General Manager / Elevatione - Centuria Employment Status: Full-Time POSITION SUMMARY The Clinic Manager is responsible for the overall management and daily operations of the assigned clinic. The position ensures that the clinic operates efficiently, the team performs according to company standards, customers receive excellent service, and sales and operational targets are achieved. The Clinic Manager is the overall point person of the clinic, responsible for people management, customer experience, service quality, sales performance, clinic operations, inventory, assets, cleanliness, safety, and compliance. KEY RESPONSIBILITIES 1. CLINIC OPERATIONS - Manage and monitor the clinic's daily operations, readiness, and overall efficiency. - Ensure proper staffing, customer flow, appointments, treatments, and opening/closing procedures. - Ensure compliance with company SOPs, policies, and operational standards. - Resolve operational concerns promptly and coordinate with Head Office and concerned departments. 2. TEAM MANAGEMENT & LEADERSHIP - Supervise, lead, motivate, and develop the clinic team. - Manage staff assignments, manpower coverage, attendance, grooming, discipline, and productivity. - Conduct team briefings, coaching, and performance feedback. - Identify training needs and coordinate with HR/Training. - Promote teamwork, accountability, professionalism, and a positive work culture. 3. CUSTOMER EXPERIENCE - Ensure professional, consistent, and excellent customer service from arrival to after-service. - Monitor customer handling, feedback, follow-up, and rebooking. - Address customer concerns and complaints promptly and escalate serious matters when necessary. - Ensure employees maintain proper grooming, communication, hygiene, and service standards. 4. TREATMENT & SERVICE QUALITY - Ensure treatments and services follow approved procedures and company standards. - Monitor proper use of treatment equipment, machines, and products. - Ensure services are performed only by properly trained and authorized personnel. - Monitor service quality and coordinate with QA/Training on competency or service concerns. 5. SALES & BUSINESS PERFORMANCE - Monitor daily, weekly, and monthly sales and assigned KPIs. - Ensure achievement of sales and revenue targets. - Monitor conversion, repeat customers, rebooking, and product/service sales. - Coach the team on appropriate upselling and cross-selling. - Ensure proper implementation of promotions and sales programs. - Develop action plans and recommendations to improve clinic performance. 6. APPOINTMENT & CUSTOMER FLOW - Monitor appointments, cancellations, no-shows, and walk-ins. - Ensure proper staff scheduling based on customer volume. - Maintain efficient customer flow and minimize unnecessary waiting time. - Maximize available treatment and service capacity. 7. INVENTORY & ASSET MANAGEMENT - Monitor products, supplies, consumables, and clinic inventory. - Ensure proper receiving, storage, usage, and inventory control. - Conduct regular inventory checks and report discrepancies or expired items. - Safeguard treatment machines, equipment, furniture, and other company assets. - Report missing, damaged, or defective assets immediately. 8. CLEANLINESS, HYGIENE & SAFETY - Maintain a clean, organized, sanitary, and safe clinic environment. - Ensure proper sanitation and disinfection of treatment areas and equipment. - Ensure employees follow hygiene, safety, sanitation, waste-disposal, and emergency procedures. - Immediately report accidents, hazards, treatment incidents, and other safety concerns. 9. FACILITIES & MAINTENANCE - Monitor clinic facilities, equipment, treatment machines, POS, and other operational requirements. - Report and follow up on maintenance, repair, and facility concerns. - Coordinate with General Services, IT, Logistics, and other concerned departments to ensure timely resolution. 10. CASH & FINANCIAL CONTROL - Ensure proper cash handling, payment, discount, refund, and transaction procedures. - Monitor daily sales and collection reports. - Coordinate with Finance for reconciliation and discrepancies. - Immediately report financial irregularities or concerns. 11. REPORTING & COMPLIANCE - Prepare and submit required daily, weekly, and monthly reports. - Monitor and report sales, attendance, inventory, customer concerns, incidents, and operational issues. - Ensure proper maintenance of clinic records, permits, and required documents. - Ensure compliance with company policies, SOPs, and applicable safety and regulatory requirements. - Maintain confidentiality of customer and company information. 12. INCIDENT & RISK MANAGEMENT - Report and properly document accidents, customer injuries, treatment incidents, security concerns, and equipment failures. - Assist in incident investigation and coordinate appropriate corrective actions. - Proactively identify and address operational and safety risks. 13. TRAINING & CONTINUOUS IMPROVEMENT - Identify performance, service, sales, and operational gaps. - Provide coaching and on-the-job training when needed. - Reinforce company training and service standards. - Monitor application of training and recommend improvements. - Coordinate with HR, Training, and QA on employee development. 14. BUSINESS & MARKET AWARENESS - Monitor customer needs, service trends, and relevant competitor activities. - Provide Management with observations and recommendations. - Identify opportunities to improve customer retention, sales, service quality, and clinic performance. - Support approved company marketing and promotional activities.