About the position
Are you a strategic operations leader with a passion for delivering exceptional customer experiences? Our Client in de Waterkant, Cape Town is seeking a dynamic Operations & Customer Service Manager to oversee the daily running of a high-performing clinical environment. This is a pivotal role for someone who thrives on optimizing systems, leading cross-functional teams, and ensuring every patient interaction is seamless and professional.
Responsibilities:
- Operations & Administration:
Implement operational strategies aligned with the Company's mission and goals.
Continuously evaluate and enhance processes to improve efficiency and effectiveness across the organization as well as the oversight of daily operations of the clinic including, but not limited to:
- Reception
- Auxiliary staff
- Laboratory staff
- Debtors accounting
- Ensure smooth workflows across all operational areas and alignment with Company's standards.
- Customer Service & Patient Care:
- Act as Company's Customer Service Ambassador, always ensuring professional service.
- Reinforce that all operational departments contribute to exceptional patient care and patient experience.
- Address and resolve patient service issues with professionalism, empathy, and efficiency.
- Oversee the allocation and utilization of resources, including budgeting, staffing, facilities, and technology infrastructure.
- Ensure resources are optimally utilized to support organizational objectives.
- Administration & Patient Reporting:
- Coordinate administration and ensure accuracy in patient-related reporting.
- Prepare and deliver monthly reports on:
- Patient payments
- Patient satisfaction
- CRM-related information
- Use clinic systems and software for reporting:
- GoodX (advantageous if experienced in dental environment)
- CRM platforms (HubSpot preferred)
- Practice Maintenance & Supplier Coordination
- Oversee the upkeep of the clinic's premises and facilities.
- Manage maintenance issues related to:
- Clinic interior
- Equipment used in daily operations
- Coordinate with external suppliers and service providers for:
- Sterilisation rooms
- Laboratory
- Accounts/administrative support services
Requirements:
- Grade 12
- Bachelor's degree in business administration, operations management, or related field.
- Financial Literacy
- Proven experience in leadership and operations management
- Excellent strategic planning, organizational and analytical skills
- Demonstrate ability to manage budget, resources and complex projects
- Effective communication and interpersonal skills, with the ability to collaborate across diverse teams and stakeholders.
- Leadership experience, with a track record of motivating teams and driving results in a fast-p
Desired Skills:
- Operations
- Customer Service
- Management
- Dental
- Medical
