Clinic Manager

Duties and Responsibilities of Clinic Manager

Clinic Discipline:

- Maintain discipline in clinic

- Check that attendance register is maintained correctly

- Check Staffs reporting time, discipline, Staffs attire & personal presentation

• Therapists: In uniform to report by 10AM
• Front office and admin: Report at 9.30AM
• Doctors: Based on their schedule

- Neat uniforms

- Hair tied back

- Make up to be worn

- Counsel employees when late

- If constantly late then take disciplinary actions

- Make sure attendance is registered daily

- Avoid using personal mobile phone at reception area & consultation rooms.

Clinic Targets:

- Clinic targets will be given every month

- It is your responsibility to make sure the targets are met

- The target includes consults, reviews, Counselling, Conversions, Renewals, Segmentations, Sales and procedure targets

- As clinic manager, it is essential that you drive your team to reach these targets

- Controls expenditures in accordance with budget allocations

- Plan for ROI growth month on month

- Improvise for better on customer complaints

Handling client complaints & Queries:

- Client complaints to be handled personally by you

- Speak to the client immediately and make a note in their case sheet

- Check the mails and make sure the reply is framed correctly for the mails

- Client retention

Client packages:

- Part of your job profile is to make packages in a profitable manner and convince clients for pre paid sessions

- Selling packages with more than 60% execution gives higher chance of meeting targets

- Learn to customize the packages based on clients budget and needs

- Educate clients and their family on available treatment options & benefits

- Assists with clinical assessment of clients

Marketing :

• Follow, Interact & Engage on brands Social media profiles. Build brand image & value by engaging on social media platforms. Familiarize the brand to clients/audience through social media, increase popularity, enquiries & leads .
• Responsible for brand reputation management. Generate reviews (Google, Mouthshut, Social Media, Practo, Mfine etc), written & video testimonials from clients thereby develop stronger loyalty and facilitate incremental registrations and better opportunities.
• Promote & participate in events.
• Monitor internal and external branding at centre. Ensure signages are working at all times to provide maximum brand visibility. Responsible for maintenance of relevant online tools and profiles.
• Supervise & ensure regular supply of marketing collaterals (Brochures, posters, Visiting cards etc) at the clinic. Ensure marketing collaterals are displayed at the clinic with good visibility.
• Generate any relevant additional visual content – before and after pictures from clients/ procedures which can be used by the marketing department.
• Explore opportunities for collaborations in the form of Influencer marketing, Bliss days, Corporate events, Tie ups, Affiliate programs

Clinic Maintenance:

- Make sure clinic is clean in and out at all times

- Make a house keeping schedule and check periodically that everything is clean

- All procedure rooms to be clean and fully stocked at all times

- Assign the role to the therapist for cleaning

- Keep a keen eye on the rooms, supplies and stock

- Reception area to be maintained neatly by front office

- Oversees daily center operations and coordinates center activities through assigned staff; prioritizes and delegates work activities.

- Ensure that the equipment’s in the clinic are well maintained, handled carefully and serviced on time to avoid unnecessary expenses.

- Implements policies, procedures and work standards as per organization requirement.

Clinic Scheduling:

- Work on a schedule so that clinic is open 2 Sundays a month

- Assign the staff ( 1 front office, 2 therapists) on a rotation

- Make sure clinic works 2 late Fridays a month. Assign the staff for this. (11 AM – 8.30PM)

- Make sure clients are followed up regularly

Employee handling:

- Supervises the activities of subordinates.

- Employee discipline is your responsibility

- Their grooming and appearance is your responsibility

- Counsel the staff privately if they need to improve their appearance or behavior

- You can take disciplinary action (fine / salary deduction) if you find any of the staff disobedient

- Make sure they report on time

- Make sure the work is done correctly and neatly

- No laziness / tardiness to be tolerated

- Organize meetings, training for staff as necessary

- Come up with incentive schemes to motivate staff

- When employees want leave to check with you first so that you can organize the schedules

- Motivate you team to perform better

- Develop protocols and procedures to improve staff productivity

- Educate your team

New schemes:

- Update offers to existing clients to come in

- Discuss with other clinic staffs and coordinate offers throughout the clinic

- Surf / read and add to the procedure list

Client retention / follow up:

- Very important part of your job follow-up

- Make sure the appointments are scheduled correctly

- No mix ups

- All clients to have their procedures / treatments regularly

- If client misses appointment make sure it is rescheduled

- Send mail and sms to wish the on special occasions.

- On referrals send a thank you note with a gift voucher

- Answer all the queries of the client in possible mode of communication platform

Front office:

- Keep a check on the activities of the front office

- Make sure they are at their best all the time

- Check appearance, language and client handling skills

- Front office to keep area neat and clean

- Check that they are scheduling correctly

- Make sure clients are followed up regularly for their treatments

Accounts:

- End of day account checking

- Petty cash checking

- Make sure the credit card account is credited

- Check on clinic insurance (up to date) for lasers, medical liability, clinic

- Cash Collection of the previous day (Same day if the cash value is more) to be deposited to bank on a daily basis before 3pm.

- Make sure the cheques are deposited on time

- Make sure the bills are correct and that there no pending payments to be made

- Make a list of clients that owe KD money and follow up

Stock:

- Check clinic stock randomly

- Make sure the weekly check is done regularly by assigned therapist

- Accountable to control & document stock ordering, incoming stocks, transferred stocks and sold stocks

- Arrange stocks neatly as per product and FEFO (First Expiry First Out) avoid expiry of products.

- Conduct regular stock & Cash audit apart from the audit done by corporate office, to avoid pilferages and will be accountable for the same.

Clinic co ordinations:

- Coordinate with other clinics for lasers, RF and other machines for clients

- Make sure front office is scheduling clients and machines correctly

- No mix up with machines and clients to happen ever

- Make sure products for all procedures are available at any point of time.

Clinic staff meeting:

- Conduct regular meetings to discuss the good and the bad

- Brainstorm to improve business and performance

- Have a one on one meeting if there are issues in clinic

Daily reports:

- A daily mail with income, number of procedures, consults, daily planner, treatment details to be mailed to superiors at end of day

- Weekly report of lateness, absenteeism to be prepared

- Daily report of clinic sales

- Monthly report on clinic inflow and outflow, Stock balance, Google sheet maintenance, Review meeting PPT etc.

Treatments:

- You need to be competent in all the procedures offered at KD

- You will perform treatments as part of your job, if needed.

- Keep 3 hrs blocked for yourself daily for admin role in non-peak hrs

- At other times you should be on the schedule book for procedures if required

- Make sure the procedures are equally given among the therapists

- Make sure all therapists follow procedure protocol

End of day:

- Check accounts

- Make sure it tallies

- Check petty cash

- Check next day’s schedule

- Make sure concerned doctors are informed

- All rooms to be clean and ready for next dayRole & responsibilities

Preferred candidate profile

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