Clinic Manager

The Clinic Manager is responsible for ensuring the overall success of their appointed clinic/s and team members. As the Clinic Manager, you are expected to ensure our customers receive an exceptional experience each and every time they access our services. This role therefore is quite broad encompassing maintaining the clinic environment, supporting our people, and promoting our business. As a cohesive and strong team, there is an expectation that we do whatever it takes to ensure we succeed therefore there is an expectation that the Clinic Manager will maintain a clinical caseload and provide support and coverage as required to manage employee leave etc. This role will work collaboratively with the Executive Leadership team and the other Clinic Managers to ensure the overall success of the Health business. Key Responsibilities Identify using Dashboards and KPI's the workforce requirements for the clinic in conjunction with the General Manager of Operations. Conduct interviews with applicants for clinical roles. Lead the Orientation of all new clinical employees in line with our Orientation processes. Conduct regular meetings to manage employee performance including periodic reviews, probation reviews and formal performance management processes Ensure the Clinical team are meeting all KPI's pertaining to clinical service delivery including: Maintaining a Net Promoter Score (NPS) above 8.5 Ensuring all appointments are marked off and treatment notes completed each day. Ensuring reports and letters are sent off in line with expected due dates. Ensure the Clinical team are meeting the compliance requirements including: Current Registration with the relevant governing body Current First Aid and CPR Certifications Current Blue Card and Disability Worker checks Completion of NDIS Orientation Module Completion of Hand Hygiene, Infection Control and COVID-19 modules Progressing towards achieving their required CPD hours/points Managing employee leave in line with the leave policy in conjunction with the General Manager of Operations and the Customer Experience Team Lead. Provide ongoing training and mentoring to the Clinical Team to ensure ongoing high performance. Ensure the Clinical Team are working within clinical scope and skillset by supporting the Customer Experience team in triaging referrals, as necessary. Ensure the Clinical Team understand their roles and responsibilities along with policies and procedures. Monitor the health and wellbeing of the Clinical team - being proactive in offering support and managing fatigue if relevant. Assist in organising team building events and social activities in collaboration with the GM Operations. Customer Experience Managing customer enquiries promptly and comprehensively in clinic and escalating to the Customer Experience team where required. Managing customer complaints and acting as a first point of escalation in clinic. Support the Customer Experience team and Clinical Team through the appropriate triaging of referrals. Monitor the diaries to promptly identify any concerns such as leave yet to be covered, double booked appointments etc to ensure our customers receive timely and effective care. Participating in meetings with key internal and external stakeholders as required to generate and/or maintain business. Develop social media content in conjunction with the Clinical Team to help promote our services. Identify areas for growth in the business and work with the General Managers to implement these initiatives. Work closely with the GM - Sales and GM - Operations to ensure the business continues to achieve growth targets. Clinic Management & Administration Managing internal supplies and inventory including: Monitoring stock levels and conducting periodic stocktake, Ordering of consumables, stationery and other supplies as required. Ensure the clinic is kept presentable and clean at all times. This includes: Implementing and managing a cleaning schedule Ensuring plants are kept watered Ensure all equipment is regularly cleaned in line with our Infection Control policy and procedure Ensure any hazards are managed immediately Ensure clinics comply with relevant legislation and requirements. Ensuring equipment is operational & meets requirements (EG: tested and tagged) Ensuring relevant signage is displayed and correct (version controlled) Help the Administration functions within the business; processing the EFTPOS receipts to reconcile the accounting, scanning documents to client files, banking and postage as required. Business Systems Ensure Business Systems are being utilised fully and properly in line with policies and procedures. Assist the GM - Operations in implementing new business systems to enhance business operations and facilitate growth. Assist in the development and maintenance of Standard Operating Procedures (SOP's) and training resources to help ensure consistency in usage of business systems across the business. Quality & Governance Conduct periodic audits of healthcare records and other related documentation to ensure it complies with policies and procedures. Assist in developing and operationalising policies and procedures to help ensure is compliant with relevant standards, legislation, and guidelines. Lead/provide support in implementing Quality Improvement initiatives within the clinic. Create/support a positive team culture both within the Clinic team and within the wider business. Key Performance Indicators Monthly employee reviews 100% complete by the last business day of each month. Ensure team are 100% compliant with all required compliance documentation. Peer review progress notes for a minimum of ten (10) entries and (5) reports for new staff to ensure appropriate quality and consistency is attained. Ensure each employee has a completed learning development plan and that this is being actioned during regular meeting reviews. All probation reviews and performance reviews to be conducted within one (1) week of falling due. Complete one (1) supervised treatment session per staff member per month and provide feedback to the staff member on their progress. Ensure all employee diaries are emptied one (1) week prior to any annual leave dates being booked. This includes ensuring all patients have been notified and moved or cancelled. Manage employee performance to ensure that all NPS are >8 - where under eight (8), performance management (formal/informal) to occur. All complaints fully investigated within one (1) week and any actions undertaken with staff. Contact made with at least two (2) existing referrers each month to discuss satisfaction with services and potential opportunities for new business. Feedback to be reported to the GM -Operations as part of the weekly leadership meeting. A minimum of eight (8) social media posts prepared for publication (including consent forms) each month. Attend at least three (3) business development meetings per month (IE Doctor visits, support coordinators etc) in conjunction with the GM Operations, GM - Sales and/or CEO. Meet with the GM - Sales at least quarterly to develop and review clinic business plan to identify growth and marketing opportunities. Conduct any initial assessments for complex clients to ensure appropriate delegation to team members. Identify all important client milestones (birthdays/anniversaries) where possible and organise card/gift in line with BSH gift policy. These are to be given as close to the milestone as policy. Evidence to demonstrate appropriate management of the clinic to be kept up to date including: Test and Tag Register Position Requirements Experience, Knowledge & Qualifications: A clinical qualification and at least three (3) years of clinical experience (eg. Physiotherapy, Exercise Physiology, Occupational Therapy, Speech Pathology, Dietetics). Leadership of teams including training, mentoring, and managing performance whilst maintaining a positive culture. Working with Government funding programs including Medicare, National Disability Insurance Scheme (NDIS). Compliance checks in line with those identified in the PD's for clinical roles. Skills Strong interpersonal skills with an ability to quickly establish rapport with clients and health professionals. Well developed communication, organisation, time management and problem solving skills. Self-starter/motivator with multi-tasking capability, high attention to detail, ability to take initiative, to work autonomously. Ability to create and foster a positive team culture. Experience in using practice management systems (EG: Cliniko). Current "C" Class driver's license. Attitude The attitude, ability, and vision to be part of a dynamic team that embraces constant improvement and growth in all that we do. A dynamic team player, quick with a smile and possessing a flexible, "Can do anything" attitude. A genuine passion for wanting to make an impact and see others succeed #J-18808-Ljbffr