The Practice Manager is a vital leadership role within Medmark’s operations. This position is responsible for the overall management of the Fleming Operations team, ensuring a smooth and efficient operation, high standards of service delivery, and a seamless client and patient experience. The Practice Manager will work closely with other Practice Managers, senior leadership, and various stakeholders to maintain a high-performance environment while ensuring adherence to Medmark's policies and procedures.
Key Responsibilities:
Operational Oversight:
* Lead and manage day-to-day operations, including staff management, scheduling, and delegation of tasks.
* Monitor and optimise process efficiency, ensuring effective use of resources, timely execution of tasks, and a smooth workflow.
Process & Service Improvement:
* Actively participate in the development and continuous improvement of operational procedures, ensuring high standards of service are consistently met.
* Identify operational challenges and implement improvements to streamline processes, enhance service delivery, and meet client needs.
* Lead, support, and motivate the operations team, ensuring effective communication and collaboration across all roles.
* Oversee recruitment, onboarding, and training of new staff, ensuring a smooth transition into their roles.
* Provide ongoing support and professional development opportunities for the team, including performance appraisals and constructive feedback.
* Manage client and patient inquiries, including appointment scheduling, follow-ups, and complaint resolution, ensuring a high level of customer satisfaction.
* Ensure accurate patient records are maintained in line with Medmark’s data protection policies and best practices.
Clinical Team Support:
* Work with the clinical team, ensuring appointments and resources are optimised and clinicians’ time is used effectively.
* Assist in reviewing medical reports for quality assurance and ensure timely report publication.
Adherence to Operational Standards:
* Ensure adherence to key performance indicators (KPIs) and Service Level Agreements (SLAs) for appointment scheduling, report publishing, and general practice operations.
* Enforce Medmark’s operational standards and policies, contributing to the continuous improvement of service quality.
Stakeholder Engagement:
* Act as the first point of contact for prospective clients or those requiring non-standard services, providing information and guidance as necessary.
* Collaborate with senior leadership and key clients in regular reviews to ensure satisfaction and address any concerns.
Ad Hoc Duties:
* Assist with any other duties that may arise as part of the practice’s operational needs, contributing to the overall success of the practice.
About You (Ideal Candidate Profile):
Experience:
* Proven experience in a similar role, ideally within a fast-paced office or clinical environment.
* Strong leadership experience, with the ability to manage, support, and develop a team effectively.
Skills & Attributes:
* Excellent organisational and time management skills, with the ability to multitask and prioritise effectively.
* High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), with additional experience in practice management software preferred.
* Strong verbal and written communication skills, with a keen eye for detail and a commitment to clear and concise communication.
Customer-Focused:
* A customer service mindset with the ability to anticipate client needs and resolve issues promptly and professionally.
Problem-Solving:
* Ability to think critically, adapt to changing priorities, and offer innovative solutions to operational challenges.
Team Player:
* Strong team orientation with the ability to collaborate effectively with colleagues at all levels.
* High emotional intelligence, with a calm, diplomatic approach to managing both staff and client relationships.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Administrative, Customer Service, and Health Care Provider
Industries
* Hospitals and Health Care
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