Job Summary:

As a dual role Podiatry Clinic Manager and Customer Service Lead for the UFIT Group, you will be responsible for overseeing the efficient operation of the podiatry clinic while ensuring exceptional customer service for UFIT clients across all locations. This dynamic position requires a blend of managerial and interpersonal skills to drive the success of the clinic and enhance the overall client experience.

Key Responsibilities:

Podiatry Clinic Manager:

1. Operational Oversight:

- Manage day-to-day clinic operations, including scheduling, inventory management, vendor relationships and facility maintenance.

- Collaborate with podiatrists and the UFIT Reps to optimize workflow and patient care processes.

2. Process Improvement:

- Continuously evaluate and optimize clinic processes to enhance efficiency and patient satisfaction.

- Implement best practices for appointment scheduling, billing, insurance verification, and patient communication.

- Collaborate with the Podiatrist in analyzing and strategizing clinical challenges to identify opportunities of growth and improvement of podiatric services

2. Staff Management:

- Recruit, train, and supervise all front of house reps, fostering a positive and cohesive team environment.

- Conduct performance evaluations and provide ongoing feedback to ensure staff members meet performance standards.

3. Financial Management:

- Monitor and manage the clinic's financial performance alongside the Head of Podiatry, including budgeting, billing, and expense control.

- Collaborate with the finance team to ensure accurate financial reporting.

4. Quality Assurance:

- Implement and maintain quality assurance protocols to uphold the highest standards of patient care.

- Address and resolve any issues related to the quality of services provided.

5. Regulatory Compliance:

- Ensure compliance with healthcare regulations, accreditation standards, and licensing requirements.

- Keep abreast of industry changes and update clinic policies accordingly.

Reports to: Head of Podiatry

Customer Service Lead:

1. Client Experience Enhancement:

- Develop and implement strategies to enhance the overall client experience, from appointment scheduling to post-visit follow-ups for all clients.

- Gather client and Hub Manager feedback and implement improvements to meet and exceed customer satisfaction goals.

2. Front Desk Operations:

- Oversee front desk activities, including client check-in, registration, and appointment scheduling.

- Train staff in customer service best practices and ensure a welcoming and professional atmosphere.

3. Communication:

- Serve as a primary point of contact for patient enquiries, feedback, and concerns.

- Implement effective communication channels to keep patients informed about clinic services, promotions, and updates.

4. Resolution of Issues:

- Address and resolve patient concerns or complaints promptly and professionally.

- Collaborate with healthcare providers to ensure swift resolution of clinical issues affecting patient satisfaction.

- Developing guidelines and strategies for dealing with various types of customer service challenges.

5. Training and Development:

- Conduct customer service training and mentoring for all UFIT Reps, emphasizing the importance of client-centric care and ensuring high level of client satisfaction.

- Organising team meetings to discuss updates, issues and formulate strategic initiatives

- Foster a customer service culture that aligns with UFIT's values and goals.

- Establish service based KPIs and conduct quarterly reviews with the UFIT Reps on service standards to ensure efficiency and quality in service delivery.

Reports to : Head of Customer Experience

Qualifications:

- Previous experience in clinic management and customer service roles, preferably in a fitness and or healthcare setting.

- Strong organizational and leadership skills.

- Excellent interpersonal and communication skills.

- Knowledge of healthcare regulations and compliance requirements.

- Ability to multitask, prioritize, and problem-solve in a fast-paced environment.

This dual role is pivotal in ensuring the seamless operation of the podiatry clinic while prioritizing a positive and patient-centric experience. The successful candidate will contribute to the clinic's growth and reputation through effective management and exceptional customer service.