Job Description

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-paced environment.

Skills Required