Clinic Manager

About Us:

At CREATE Fertility we support women in their journey to motherhood. As pioneers of Natural and Mild IVF treatments, we aim to work with a women’s own eggs and to minimise the need for extensive drug therapies. For us, it’s all about the quality of eggs, not the quantity, to deliver the best possible outcomes for both mothers and babies.

Role:

We are hiring an exceptional Clinic Manager for our Birmingham Clinic with the key purpose of delivering exceptional patient services and outcomes alongside the broader team, while championing our core values at CREATE Fertility. Through delivering first class healthcare services consistently, this leadership role is key for us to achieve both our clinical objectives and financial targets.

Duties and Objectives:

• Ensuring all treatments are in line with CREATE fertility protocols and guidelines alongside safeguarding all activities are carried out in accordance with HFEA requirements
• Ability to execute a robust and rigorous process in clinic, monitoring performance, reporting on progress and developing contingency plans when required.
• Ability to relentlessly drive exceptional service through others
• Ensuring that monthly and annual targets are exceeded, with contingency plans and intervention where financial or quality is 'off trajectory'
• Maximising the financial performance through the client sales funnel.
• Maximise capacity within the resources including Initial Consultations, Treatment Consultations and scanning appointments
• Optimise the efficient use of staff, facilities equipment, supplies, equipment consumables and support services Use central and local reports to monitor team performance against performance targets
• Ensure that the service excels on patient experience with early intervention when issues occur
• Effectively lead and manage the clinic support and admin teams to ensure a consistent delivery of high-quality service and performance.
• Performance management – staff receive appropriate feedback where performance is not in line with requirements and remedial plans are implemented, with escalation through capability or disciplinary processes as necessary
• Working with clinical and operational staff to ensure maximum appointment availability
• Training and development – staff are trained and developed so that they can carry out their current and future roles. In particular that all mandatory training is completed
• Motivation – staff receive regular feedback on good performance
• Retention – maximise retention of staff by a creating an exemplary environment Recruitment – staff with the appropriate skills and experience are appointed
• Responsible for effective and efficient facilities and building management Manage complaints effectively

Key Results / KPIs:

• Achieve high patient satisfaction scores in line with company benchmarks.
• Meet or exceed financial targets and KPIs for revenue and cost management.
• Ensure team performance targets are met and promptly address any issues.
• Foster staff development and retention through effective training and feedback.
• Maintain optimal operational efficiency in resource and facilities management.

Skills:

• Empathy and Patient Focus : The ability to understand and prioritise patient needs and deliver exceptional customer service.
• Performance Management : Skills in monitoring, reporting, and managing performance, with the capability to develop and implement contingency plans.
• Financial Acumen : Understanding of budgetary management, P&L accounts, and financial performance optimisation.
• Operational Efficiency : Skills in resource management, maximising capacity, and ensuring efficient use of staff, facilities, and equipment.
• Leadership and Team Management : Strong leadership qualities, capable of motivating and managing teams, providing feedback and fostering a positive work environment.
• Communication : Excellent verbal and written communication skills for effective interaction with staff, patients and directors.
• Organisational Skills : Ability to multi-task, prioritise effectively and manage a fast-paced environment.
• Regulatory Compliance : Knowledge of statutory policies and regulations, including HR, health and safety, CQC and HFEA requirements.
• Problem-Solving and Decision-Making : Ability to address and resolve issues promptly, with a strategic approach to overcoming challenges.
• Change Management : Adaptability to handle change and challenges in a dynamic healthcare environment.
• Customer Service Excellence : A passion for delivering a world-class healthcare experience for patients.

Experience / Personal Specification:

Essential:

• Minimum of three years of management experience in private health, beauty/spa, hospitality, retail, or service sectors.
• Proven experience in a target-driven, fast-paced environment.
• Excellent people management skills, with a track record of building and leading high-performing teams.
• Strong organisational and communication skills.
• Experience with P&L accounts or budgetary management for cost control.
• Good understanding of statutory policies, including HR and health and safety.

Desirable

• Positive, ‘can do’ attitude with the ability to handle change and challenges.
• Demonstrated drive, determination, and the ability to navigate daily management challenges.
• Experience with CQC policies and procedures is a distinct advantage.

If this opportunity resonates, you believe your profile is a match, and you are ready to have a positive impact on many patients’ lives – my colleagues and I at CREATE Fertility would love to hear from you.