Clinic Manager

About Klara Clinic

Klara is a skin and hair clinic offering hair treatments, advanced skin treatments, laser and aesthetic procedures, body sculpting, wellness services, and clinical dermatology consultations.

We are looking for a proactive, commercially minded, and customer-focused Clinic Manager to oversee daily clinic operations, lead the team, improve revenue, maintain service quality, and ensure a smooth and professional patient experience.

The ideal candidate should combine people management, sales performance, operational discipline, and customer relationship management.

Key Responsibilities

A. Clinic Operations Management

• Manage the day-to-day operations of the clinic and ensure smooth functioning.
• Ensure the clinic opens and operates according to scheduled timings.
• Coordinate appointments, consultations, treatment schedules, and staff allocation.
• Ensure clinic facilities, equipment, hygiene, and housekeeping standards are maintained.
• Implement company policies, standard operating procedures (SOPs), and service protocols.
• Identify operational issues and implement corrective actions.

B. Revenue Growth & Business Development

• Take ownership of the clinic's monthly revenue targets.
• Monitor daily collections, consultations, treatment bookings, and package sales.
• Improve enquiry-to-consultation conversion and consultation-to-treatment conversion.
• Ensure systematic follow-up of enquiries, pending leads, and prospective customers.
• Develop strategies to improve repeat visits, treatment-plan completion, and customer retention.
• Coordinate with the marketing team to improve campaign enquiries and appointment attendance.
• Identify opportunities to increase revenue through approved services and treatment packages without compromising patient suitability.

C. Team Management & Performance

• Supervise customer care executives, front-desk staff, therapists, and other clinic personnel.
• Set daily responsibilities, individual targets, and performance expectations.
• Conduct team briefings and regular performance reviews.
• Monitor staff attendance, punctuality, grooming, discipline, and productivity.
• Train team members in customer handling, service standards, and clinic SOPs.
• Support recruitment, onboarding, and staff development in coordination with management.
• Resolve internal operational issues and maintain a professional working environment.

D. Customer Experience & Retention

• Ensure every patient receives a welcoming, professional, and consistent experience.
• Handle escalated complaints and customer concerns promptly.
• Monitor customer feedback, satisfaction, and service quality.
• Ensure follow-ups are completed after consultations and treatments according to clinic protocols.
• Improve appointment attendance and encourage appropriate repeat visits.
• Maintain high standards of patient confidentiality and respectful communication.

E. Doctor & Treatment Coordination

• Coordinate with dermatologists, doctors, therapists, and other clinical personnel.
• Ensure appointments and treatment schedules are organised efficiently.
• Support the clinical team by managing non-clinical operational requirements.
• Ensure patients receive accurate information about appointments, approved pricing, and treatment processes.
• Ensure clinical advice, diagnosis, treatment selection, and medical decisions remain with qualified healthcare professionals.

F. Financial & Cost Management

• Monitor daily revenue, collections, expenses, and payment records.
• Track clinic performance against monthly budgets and targets.
• Monitor consumables, inventory usage, and wastage.
• Ensure proper billing, payment reconciliation, and reporting procedures.
• Identify opportunities to improve operational efficiency and control avoidable costs.
• Escalate financial discrepancies and unusual expenses to management.

G. Inventory, Equipment & Compliance

• Monitor stock levels of consumables, skincare products, and treatment supplies.
• Coordinate timely purchasing and maintain accurate inventory records.
• Ensure equipment maintenance and service schedules are followed.
• Coordinate hygiene, safety, documentation, and applicable regulatory requirements.
• Maintain records and ensure compliance with company policies and approved clinical protocols.

H. Reporting & Accountability

• Submit daily clinic performance reports to management.
• Prepare monthly revenue, expense, conversion, retention, and staff performance summaries.
• Track progress against agreed business targets and explain performance gaps.
• Recommend corrective actions and business improvement initiatives.
• Maintain accurate records using clinic software, CRM, spreadsheets, or other approved systems.