Clinic Manager

Role OverviewThe Clinic Manager will be responsible for the overall day-to-day functioning, operational efficiency, patient experience, staff coordination and commercial performance of the clinic.

The role requires someone who can independently manage the clinic floor, coordinate doctors and therapists, ensure smooth patient flow, maintain high service standards, manage staff performance and work closely with the management team to achieve operational and revenue targets.

Key Responsibilities

A. Clinic OperationsManage the complete day-to-day operations of the clinic.

• Ensure the clinic opens and closes on time and functions smoothly throughout the day.
• Coordinate doctors, nurses, therapists, technicians, reception and support staff.
• Maintain efficient patient flow and minimize waiting time.
• Ensure treatment rooms, consultation rooms and common areas are properly prepared.
• Ensure all equipment, consumables and supplies are available and functional.
• Coordinate maintenance, repairs, vendors and service providers.
• Implement and maintain clinic SOPs and operational checklists.

B. Patient ExperienceEnsure every patient receives a professional, welcoming and seamless experience.

• Monitor patient waiting times, appointments and treatment schedules.
• Handle patient complaints, concerns and escalations.
• Ensure appropriate follow-up with patients after consultations and treatments.
• Monitor patient feedback and implement improvements.
• Maintain high standards of confidentiality, professionalism and service.

C. Staff ManagementPrepare staff schedules and duty rosters.

• Monitor attendance, punctuality and discipline.
• Allocate responsibilities and ensure adequate staffing at all times.
• Conduct regular staff meetings and operational briefings.
• Train new employees on clinic SOPs, systems and patient-service standards.
• Monitor individual staff performance.
• Identify training requirements and recommend corrective action where necessary.
• Build a culture of accountability, teamwork and professionalism.

D. Doctor & Treatment CoordinationCoordinate daily schedules of doctors and visiting consultants.

• Ensure doctors have the required patient information before consultations.
• Coordinate consultations, investigations, therapies and follow-ups.
• Ensure treatment protocols and operational instructions provided by doctors are followed by the relevant staff.
• Identify scheduling conflicts and resolve them proactively.
• Maintain effective communication between the medical and operations teams.

E. Revenue & Business PerformanceMonitor daily patient appointments, consultations, treatments and collections.

• Track clinic revenue against daily/monthly targets.
• Monitor cancellations, no-shows and patient conversions.
• Identify opportunities to improve patient retention and repeat visits.
• Ensure treatment packages and services are properly explained to patients by the appropriate team.
• Coordinate with management on promotions, campaigns and new service launches.
• Prepare daily/weekly/monthly operational and revenue reports.

F. Billing & Financial ControlsEnsure accurate billing and collection procedures.

• Monitor cash, card, UPI and other payment reconciliation.
• Ensure invoices and receipts are properly generated.
• Coordinate with accounts for daily reconciliation and reporting.
• Monitor discounts, refunds, complimentary services and credit transactions.
• Ensure proper authorization is obtained for exceptional financial transactions.

G. Inventory & ProcurementMaintain adequate stock of medicines, consumables, treatment supplies and office supplies.

• Monitor stock levels and consumption.
• Prevent stock-outs, wastage and unnecessary purchases.
• Coordinate purchase orders with management/accounts.
• Maintain vendor records and evaluate vendor performance.
• Ensure proper storage and expiry monitoring of relevant supplies.

H. Compliance, Safety & HygieneEnsure the clinic follows applicable healthcare, safety and hygiene requirements.

• Maintain appropriate documentation and operational records.
• Ensure infection-control and sanitation procedures are followed.
• Conduct regular checks of emergency equipment and essential supplies.
• Report incidents, adverse events or operational risks to the Medical Director/management immediately.
• Maintain patient confidentiality and secure handling of patient information.

I. Reporting & MISPrepare and submit regular reports covering:

• Daily patient footfall
• New vs. returning patients
• Consultations
• Treatments/procedures
• Revenue and collections
• Package sales
• Patient conversions
• Cancellations/no-shows
• Staff attendance
• Inventory consumption
• Patient complaints/feedback
• Operational issues
• Outstanding follow-ups

3. Key Performance Indicators (KPIs)The Clinic Manager will be evaluated on:

• Clinic revenue achievement
• Patient footfall and appointment utilization
• Patient conversion and retention
• Patient satisfaction
• Waiting-time reduction
• Staff productivity and attendance
• Operational efficiency
• Inventory control and wastage
• Billing/collection accuracy
• Complaint resolution
• Compliance with SOPs
• Overall smooth functioning of the clinic

4. Authority & AccountabilityThe Clinic Manager will have authority to:

• Allocate staff duties and schedules.
• Coordinate daily clinic operations.
• Address routine operational issues.
• Escalate staff performance and disciplinary matters.
• Coordinate with vendors and service providers within approved limits.
• Recommend recruitment, replacement or termination of non-medical staff.
• Implement approved operational SOPs.

Medical decisions, diagnosis, prescriptions and treatment decisions remain solely under the authority of qualified medical professionals.

5. Candidate ProfileEducationBachelor's degree in Healthcare/Hospital Administration, Business Administration, Management or a related field preferred.

• Experience 2–7 years of experience in clinic, hospital, wellness centre, diagnostic centre or healthcare operations.
• Experience managing a team is preferred.
• Experience with patient-facing healthcare operations is highly desirable.
• SkillsStrong people-management skills
• Excellent communication
• Patient-service orientation
• Strong organizational and multitasking ability
• Basic financial and revenue understanding
• Problem-solving ability
• Computer proficiency
• Familiarity with clinic/HMIS/CRM software
• Ability to work under pressure
• Strong attention to detail

6. Ideal Candidate

We are looking for a hands-on, accountable and commercially aware Clinic Manager who can take ownership of the clinic's daily functioning.

The ideal candidate should not wait for management to identify problems. They should be able to anticipate operational issues, solve them quickly, manage people effectively and continuously improve the patient experience and clinic performance.