clinic manager

The Clinic Manager plays a pivotal role in ensuring the efficient financial, operational, and patient-centered performance of the clinic. This role involves overseeing clinical revenue, optimizing billing and charges, minimizing financial losses, and implementing targeted marketing campaigns to drive growth. The Clinic Manager is responsible for staff supervision, process optimization, and business development, working closely with the Clinic Director to shape the clinic's strategy in alignment with American Hospital Dubai's overarching vision.

Core Responsibilities:

Financial & Business Development Oversight

• Monitors clinical revenue, billing accuracy, and property charges to ensure financial sustainability.
• Identifies and prevents revenue losses by tracking outstanding payments, avoiding loss charges, and ensuring accurate patient billing.
• Collaborates with the Finance and Insurance departments to resolve registration, billing, and reimbursement issues.
• Works with marketing teams to develop and implement specialized campaigns targeting patient acquisition and retention.
• Engages in business development initiatives, identifying new growth opportunities, partnerships, and service expansions.
• Tracks KPIs related to revenue, patient volume, and cost efficiency to improve financial and operational performance.

Strategic Planning & Clinic Growth

• Works closely with the Clinic Director to develop and execute clinic strategies that align with the hospital's long-term goals.
• Analyzes market trends, patient demographics, and competitor services to enhance the clinic's market position.
• Implements efficiency improvement projects to optimize patient flow, resource utilization, and overall clinic performance.
• Leads initiatives to enhance patient retention and referrals by improving service quality and operational workflows.

Staff Supervision & Performance Management

• Provides direct supervision of Patient Relations staff across all clinic areas, ensuring a consistent leadership presence.
• Conducts regular staff performance appraisals, providing constructive feedback and professional development plans.
• Ensures 100% compliance with hospital training, including iConnect Practice Management System and all mandatory programs.
• Handles staff scheduling, ensuring adequate coverage while optimizing resource allocation.

Patient Experience & Customer Service Excellence

• Monitors and enhances patient satisfaction metrics, ensuring Press Ganey response rates remain above 50%.
• Leads customer service initiatives, addressing patient concerns promptly and ensuring resolution via Safe Point and CRM systems.
• Oversees grooming standards, phone etiquette, and front-desk organization to maintain a premium patient experience.
• Implements initiatives to reduce waiting times, improve appointment scheduling, and enhance the overall patient journey.

Operational & Quality Management

• Ensures compliance with hospital policies on safety, infection control, and security.
• Collaborates with IT and Insurance teams to troubleshoot iConnect system errors, registration discrepancies, and claim denials.
• Tracks and resolves cash outstanding, no-show appointments, and financial discrepancies to improve clinic revenue.
• Organizes and conducts staff training on downtime procedures, emergency protocols, and system troubleshooting.
• Identifies challenges in daily clinic operations, implements corrective action plans, and escalates issues when necessary.

Leadership & Cross-Functional Collaboration

• Builds a strong, motivated team, fostering a culture of accountability, teamwork, and service excellence.
• Represents the clinic in hospital-wide initiatives, strategic planning meetings, and performance reviews.
• Supports staff recruitment, retention, and career development, ensuring a high-performing workforce.
• Establishes and maintains effective communication with hospital leadership to align clinic goals with broader hospital strategy.

Qualifications & Skills:

• Bachelor's degree in Business Administration, Healthcare Management, or a related field.
• Minimum 5 years of experience, with at least 2 years in a leadership role managing staff in a healthcare setting.
• Proven experience in business development, revenue cycle management, and marketing strategies in healthcare.
• Advanced proficiency in Microsoft Office (Word, Outlook, Excel, PowerPoint) and hospital management systems (e.g., Cerner, iConnect).
• Strong knowledge of hospital operations, customer service principles, and medical terminology.
• Excellent verbal and written communication skills in English.

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