Practise Manager

Role OverviewThe Clinic Manager is responsible for leading the front-of-house teams and supporting daily clinical operations across both JBH and DIFC branches. This role requires strong leadership, hands-on involvement, and consistent oversight to ensure premium client experience, smooth workflow, and adherence to clinic standards. Front-of-House ManagementLead reception teams across both branches, ensuring a warm, professional, and consistent client welcome.Actively support front-of-house duties, including meet-and-greet, telephone handling, appointment coordination, and covering peak periods when required.Oversee all appointment scheduling, confirmations, and changes using Sanoflow.Ensure patients are not kept waiting more than 10 minutes past their appointment time; keep them informed and offer refreshments if needed.Maintain excellent presentation and cleanliness of reception and waiting areas at all times.Ensure all team members follow the Uniform & Appearance Policy.Train, guide, and monitor reception staff on service quality, protocols, and communication standards. Clinical CoordinationCoordinate treatment room allocations and scheduling for doctors, nurses, and therapists to ensure efficient patient flow.Ensure all treatment rooms are properly prepared, stocked, and maintained throughout the day.Plan daily staff rotations and room allocations across both clinics.Support stock management by identifying shortages and communicating with relevant teams. Operational ManagementOversee daily clinic operations to maintain a smooth, professional, and efficient client journey.Manage staff duty rosters and ensure adequate coverage across both branches.Ensure adherence to clinic SOPs and service standards, especially at the front desk.Collaborate with doctors, therapists, and support teams to maintain seamless workflow and appointment efficiency.Handle escalated patient concerns professionally, ensuring quick and satisfactory resolutions.Maintain oversight of stock usage, levels, and internal processes to ensure operational continuity. Client Enquiries & CommunicationEnsure all patient enquiries via phone, WhatsApp, email, and walk-ins are answered promptly and professionally.Maintain strong knowledge of treatments, packages, and clinician availability to guide clients accurately.Work closely with reception and clinical staff to optimise scheduling and maximise patient satisfaction.Coordinate with clinicians to accommodate urgent or priority bookings when required. CRM & ReportingMaintain accurate and real-time CRM records, including leads, follow-ups, updates, and conversion notes.Oversee CRM performance to ensure timely responses and proper lead management by the team.Produce weekly and monthly reports, including lead sources, conversion performance, booking outcomes, and no-show/cancellation trends.Analyse CRM data to support marketing, improve conversion, and enhance the overall patient journey. Sales & Revenue GrowthDrive enquiry conversion by ensuring all leads are handled with a sales-focused, solution-driven approach.Collaborate with the marketing team to align with campaigns and promotional strategies.Implement and refine communication templates and sales scripts that reflect the clinic’s premium brand.Identify and address trends in client objections, drop-offs, or booking challenges.Work towards consistent revenue growth through improved conversion and service quality. Leadership, Performance & TrainingPrepare and submit daily, weekly, and monthly operational and performance reports.Monitor KPI performance, including conversion rates, enquiry response times, client wait times, and staff conduct.Participate in ongoing training related to luxury service, treatments, CRM, and sales.Support the onboarding, development, and performance management of new and existing staff.Maintain a positive, professional, and disciplined work environment. Weekly Review Meeting ResponsibilitiesReview patient complaints and evaluate resolution quality.Highlight positive client feedback and areas of exceptional service.Discuss staff punctuality, rota gaps, conduct, and teamwork.Analyse clinical delays and disruptions in patient flow.Review enquiry conversion data and set weekly operational priorities.KPI MonitoringBooking Conversion Rate: Target > 90%Enquiry Response Time: All WhatsApp, Sanoflow, and online enquiries responded to instantly or within 5 minutes.Patient Wait Time: Patients must be seen within 10 minutes of their scheduled appointment.Complaint Management: Track type, frequency, and resolution speed.Staff Conduct: Monitor punctuality, appearance, behaviour, and adherence to the rota.Clinic Presentation: Ensure consistently high standards at JBH and DIFC.Online Feedback: Monitor and encourage positive Google reviews tied to service quality. DeliverablesMaintain or exceed the minimum lead-to-consultation conversion target.Submit accurate weekly and monthly lead and operational performance reports.Ensure all leads are responded to within 5 minutes during clinic working hours.Achieve or exceed individual and team sales and conversion targets.