Manager

APPENDIX 1

Clinic Supervisor - Job Description

As a Clinic Supervisor, you are  responsible for the overall management of clinic operations, staff performance, and patient experience. This role ensures the clinic operates efficiently and in compliance with company policies and regulatory standards, while meeting defined performance targets and contributing to the organisation’s growth initiatives.

Clinic Operations & Administration

• Oversee and manage the clinic’s daily operations to ensure smooth, efficient service delivery.

• Ensure compliance with clinic SOPs, policies, and operational guidelines.

• Identify operational issues and implement corrective actions where appropriate.

• Inspect clinic facilities regularly to ensure staff and patient safety, cleanliness, and regulatory compliance.

• Schedule clinic staff based on patient workload and operational requirements.

People Management, Leadership & Mentorship

• Lead, supervise, mentor, and support Clinic Assistant (CA) staff.

• Onboard, train, and coach new and existing CA staff.

• Provide ongoing guidance to staff to enhance professionalism, service quality, and performance.

• Address staff issues, conduct performance reviews, and manage underperformance in a timely and constructive manner.

• Foster teamwork, professionalism, and a positive clinic culture.

Performance Management & KPIs

• Be accountable for clinic-level KPIs and performance targets, including but not limited to:

• Appointment conversion and cancellations

• Service efficiency and wait times

• Patient satisfaction and feedback

• Clinic revenue performance
  
  

• Monitor performance regularly and implement improvement plans to meet targets.

• Provide input for staff appraisals and performance assessments.

Patient Experience & Service Excellence

• Ensure a consistent, professional, and patient-centred experience across all patient touchpoints.

• Manage and resolve patient complaints and concerns effectively.

• Identify opportunities to improve patient relations, satisfaction, and service standards.
  
  

Communication & Coordination

• Act as the key liaison between clinic staff and management.

• Ensure clear, timely, and effective communication within the clinic team.

• Attend and contribute to staff and management meetings as required.

Training & Capability Development

• Identify training needs and assist in the planning and implementation of training programs for clinic staff.

• Support staff in acquiring additional skills, knowledge, and competencies.

• Promote continuous learning and professional development within the clinic.

Compliance, Ethics & Professional Standards

• Ensure staff maintain high ethical and professional standards at all times.

• Support compliance with internal policies and external regulatory requirements.

• Escalate compliance or conduct issues to management where necessary.

Business Support & Company Initiatives

• Support company-wide initiatives, including but not limited to:
  
  

• Business development activities

• Marketing and promotional campaigns

• New service launches and pilots

• Process improvement and operational projects
  
  

• Provide operational feedback to management to support continuous improvement.

Accountability & Continuous Improvement

• Take ownership of clinic outcomes and performance results.

• Proactively identify opportunities for operational and service improvements.

• Escalate issues appropriately when beyond authority or scope.