Role Summary
The Clinic Manager is responsible for the overall management of clinic operations, client experience, and client facing staff performance at Crown Vet. This role ensures the highest standards of service delivery, operational efficiency, and brand representation, while acting as the key liaison between clients, clinical teams, and the senior leadership team at HO.
Key Responsibilities
Clinic Operations Management
● Assess clinic readiness prior to opening, including cleanliness, equipment functionality, appropriate staffing and system availability.
● Conduct frequent clinic walkthroughs to ensure reception areas, consultation rooms, waiting areas, and pharmacy are presentable.
● Control diary management at the clinic level to ensure smooth workflow and efficient service.
● Monitor daily workflow to ensure effective consultation flow and minimal client waiting times.
● Rota management for all clinic staff (in collaboration with the Head Vet) to ensure effective cover across all clinic hours and eliminate capability/service gaps.
● Conduct brief daily team huddles to discuss day-to-day operations including staffing, capacity and key client touchpoints.
● Actively contribute to progressive clinic performance via prompt and concise feedback loops, proactive problem-solving and effective collaboration with clinic staff and HO.
● Take on reception duties and responsibilities as cover during periods of peak demand, planned leave or absence.
Client Experience & Relationship Management
● Demonstrate excellent client service and encourage reception staff to:
○ Personally welcome and engage with new clients during their visit
○ Maintain regular interaction with existing clients to strengthen loyalty and satisfaction.
○ Ensure timely follow-ups with new and concerned clients via call or WhatsApp.
● Introduce relevant Crown Vet services, plans and packages.
● Support clients through the clinic experience and actively supervise client interactions