Clinic Operations Manager

Position Overview

Reporting Lines

Patient Affairs — Administration

• Manage the administrative core of the clinic, overseeing patient registration, billing accuracy, insurance coordination, and data integrity

Patient Relations — Experience

• Lead all patient-facing interactions, ensuring a five-star hospitality experience, managing VIP requirements, and driving service recovery when issues arise

Pharmacy & Nursing — Logistics

• Provide both clinical & non-clinical operational leadership to Pharmacy and Nursing teams, focusing on scheduling, resource fulfilment, and workflow integration with the administrative front end

Facilities & Hospitality

• Uphold hospital-grade cleanliness alongside a luxury-hotel aesthetic throughout the facility
• Oversee cleaning crews and barista teams to ensure the environment is pristine and F&B service meets the group's premium standards

2. Group Collaboration & Resource Agility

• Act as a key member of the group's leadership network, coordinating with managers at other sites to load-balance patient volumes and share resources during peak periods
• Manage the flexible deployment of staff — including Patient Affairs and Nursing support — across sites to cover gaps, prevent burnout, and maintain consistent service levels
• Work with the Head of Operations & Nursing to ensure SOPs are fully standardised, enabling staff to transition between locations without friction

3. Workforce & Rota Management

• Design and own the master schedule for all direct reports, ensuring 100% coverage across Patient Affairs, Patient Relations, Nursing, Pharmacy, and Facilities
• Align Nursing shifts with Doctor consultation hours and ensure Pharmacy staffing matches peak discharge windows
• Manage leave planning, absence cover, and contingency scheduling to maintain uninterrupted service delivery

4. Facility Integrity & Regulatory Compliance

• Conduct rigorous daily walkthroughs of the entire facility — barista stations, patient lounges, and clinical rooms — ensuring all areas meet applicable health authority standards and the group's luxury brand guidelines
• Oversee the procurement and stock management of non-medical inventory, ensuring the facility is consistently equipped to serve patients and staff
• Maintain accurate compliance records and support audit readiness in line with regulatory requirements

Requirements

• Experience: 5+ years in Healthcare Operations, ideally within a multi-site private clinic or luxury medical centre
• Leadership Style: A matrix leader who can manage the technical demands of a Pharmacy and the hospitality expectations of a barista team with equal fluency
• Agility: Proven ability to resolve staffing gaps and redirect patient flows in real time
• Technical: Proficiency in EMR (Electronic Medical Records) and advanced workforce scheduling software