Clinic Manager

Job Description

We are looking for a Clinic Manager to join our team in Brampton/Mississauga, Ontario. This is an excellent opportunity for a hands-on leader to use their skills to influence positive change and create long-term value through thoughtful and outcome-driven leadership. If you are looking for a role in a rapidly growing, patient-centered clinic, this may be the perfect job for you.

WE ARE

We are Canada’s leading healthcare provider, delivering category-leading treatment for chronic pain, as well as spinal injuries, sports-related injuries, and concussions. We are a public company that owns 15 clinics across Canada dedicated to providing holistic treatment plans leveraging technology, data-driven insights, and delivering interdisciplinary care. At NeuPath, we are focused on empowering people to live their best lives. Our leadership team is forward-thinking, with an entrepreneurial spirit and a commitment to education and development.

Role Overview

As Clinic Manager, you are responsible for managing and leading the clinic team, under the direction of the Regional Director, and creating an exceptional experience for our patients, our employees, and our physician partners. You will ensure that all facets of patient flow and scheduling are administered in an organized, efficient, effective, and service-minded manner. You are responsible for optimizing clinic performance and increasing employee engagement in collaboration with the Regional Director.

YOU WILL

• Ensure the successful and efficient delivery of day-to-day clinic activities and services within the clinic, and effectively resolve escalated clinic operations issues.
• Manage initiatives and projects as assigned, to improve quality outcomes and clinic operations in a way that contributes to an enhanced experience for employees, physician partners, and patients.
• Drive consistent adherence to service standards throughout the patient journey and ensure that impeccable conditions are being maintained.
• Ensure compliance with internal policies, clinical protocols, and regulatory/legal requirements - audit regularly.
• Schedule team members and ensure appropriate staffing levels, taking into account patient volume and the respective labour standard.
• Work closely with the physicians, build strong partnerships and ensure we provide the support required to allow for a seamless and profitable clinic operation.
• Ensure health and safety and security compliance including fire/emergency drills.
  
  

Team Leadership & The Employee Experience

• Work with the Regional Director to hire, manage, coach, and develop employees to build engaged and service minded clinic team, modeling the company’s Core Values of Empowerment, Leadership, Excellence, Integrity, and Care.
• Conduct new hire orientation and training on service standards and clinic policies and procedures.
• Organize and assign duties and tasks to clinic team members and oversee all day-to-day operational activities.
• Manage employee performance and set clear expectations to help motivate their dedication to professional goals; identify and address performance and/or skill gaps and organize training and development activities accordingly.
• Review and approve timesheets, monitor and control overtime, and manage time-off requests.
• Create a work environment within which each Team Member feels respected, informed, included, and supported - Recognize employee accomplishments on the fly and through established programs.
  
  

REFERRAL MANAGEMENT AND PATIENT ONBOARDING

• Work closely with the Clinic Operations & Patient Experience Manager to ensure that all incoming referrals are assessed for completeness, appropriateness, and forwarded to the clinic for booking.
• Assess and determine when a referral should be directed to a specific physician/clinic to match the patient’s needs with the physician’s specialty.
• Manage and follow up on any patient and/or referring physician questions and/or concerns.
  
  

PURCHASING AND FACILITIES

• Ensure that all necessary equipment and supplies are sourced and purchased to meet treatment needs and in accordance with established processes, inventory levels, and budgets.
• Control the purchasing of medical and non-medical supplies for the clinic (i.e. approve purchase orders and invoices).
• Work with the Clinic Operations & Patient Experience Manager to develop creative and cost-effective procurement strategies as directed by the Regional Director.
• Help source and engage reliable suppliers and vendors, negotiate advantageous terms, and build and maintain positive long-term relationships.
• Track and report key functional metrics to analyze trends, reduce expenses, and improve effectiveness.
• Identify and address clinic maintenance and cleaning issues, ensure that clinical equipment is up to date and in operating condition, and ensure that the clinic is well maintained and meets a high cleaning standard.
  
  

PROFITABILITY

• Analyze, monitor, and report on Key Performance Indicators (clinic revenue, expenses, profit, service levels, retention, etc.), under the guidance of the Regional Director, to identify trends and opportunities to positively impact clinic revenue and profit margins.
• Stay informed of industry trends and changes, providing input to strategic decisions that affect clinic operations and develop strategies to manage program/business growth and ensure program sustainability.
  
  

YOU HAVE

• A minimum of three years of relevant experience managing a healthcare clinic.
• A proven track record of successfully leading and developing engaged teams.
• Significant experience with the implementation and execution of patient and customer experience strategies.
• Experience with project management methodology, project lifecycles and planning skills.
• Strong business acumen and understanding of KPI’s and budgets for all facets of clinic management.
• Knowledge of legislation, policies, and programs relevant to providing services in a clinic setting (i.e., OHPIP, infection control, clinic protocols).
• Strong proficiency in MS Office and experience using EMR Solutions, appointment scheduling and billing software.