Dental Practice Business Manager

Dental Practice Business Manager

An experienced and motivated business manager is required for this established and growing West London healthcare clinic – part of a growing number of sites operating throughout the UK. 

The Business Manager reports directly to the Operations Director and Clinic Leadership team, with full operational management of all specialist clinical and non clinical staff within the business. 

The role requires strong operations, performance and staff management skills with the Business Manager responsible for all day to day operations within the clinic including but not limited to:- Customer service, quality and cost control and delivery of the business strategy and vision. 

The Business Manager will be accountable for the target budget delivery, maintaining cost control while ensuring outstanding customer experience and treatment outcomes for patients.

The clinic offers comprehensive restorative dentistry with high tech digital workflow with site turnover in the region of £3-4M annually.

The Role

  • Lead by example at all times, role model the business values and maintain the clinic teams’ adherence to company policies and procedures.

  • Manage the recruitment, on-boarding, induction and career development of all clinic colleagues to include, performance and talent management, employee relations, CPD, training and mandatory learning.

  • Manage and work collaboratively with colleagues to ensure they are compliant at all times with “Fit to Practice” guidelines, e.g. GDC registration, Hep B status etc

  • Maintaining records and performing general administrative tasks including all necessary HR responsibilities as a team leader of the clinics colleagues, including management of the colleague rota.

  • Create a coaching environment, developing a high performing, patient and commercially focussed clinic team.

  • Lead monthly clinic team meetings, conduct regular colleague one to ones & daily huddles to ensure communication is effective.

  • Maintain positive team engagement and morale through actively listening and responding to engagement survey feedback and through recognising and rewarding positive team contribution

  • Develop networks and maintain positive relationships within your regional area, wider business and with third parties

  • Demonstrate understanding of your own and your colleagues’ roles, clarifying expectations and providing clear feedback.

  • Ensuring all colleagues have the appropriate level of training to enable them to carry out        their individual roles and responsibilities effectively.

  • Give advice and guidance when appropriate and make time for our people.

Client Relations

  • Effectively manage and resolve all Patient feedback and complaints in accordance with Patient service procedures and policies using both internal and external Patient feedback systems.

  • Manage the Patient journey by Liaising with the nursing, clinical and technical teams regarding individual patient schedules, to ensure seamless coordination of the patient journey.

  • On occasion, greet patients warmly upon arrival, settling them into their individual lounge, gathering or updating necessary data prior to treatment and ensuring they are relaxed and comfortable.

  • Keeping waiting patients appraised of the schedule, in cases where other treatments run late, ensuring other departments are also aware.

  • Continue to develop and offer a robust proposition of services for Patients

Clinic Operations

  • Oversee the management of clinic equipment maintenance, service contracts and estate management.

  • Premises management, including managing contracts for services i.e. cleaning, gardening, window cleaning etc

  • Management of the premises, including health and safety aspects such as risk  assessments and mandatory training.

  • Coordinating the reviewing and updating of all clinic policies and procedures

  • Deputise for other Business Managers during periods when required.

Business Performance

  • Maintain 100% clinic and clinical compliance through effective management of the operational compliance tool.

  • Be accountable for the health, safety and wellbeing of both colleagues and Patients.

  • Be the CQC Registered Manager for the clinic(s).

  • Effectively manage all clinic related audits to include (clinical, CQC,H&S) and implement appropriate action plans.

  • Produce and implement business plans that drive clinic performance and delivery on KPIs in line with the business strategy.

  • Lead on effective commercial, contract and budget management achieving revenue targets.

  • Actively monitor KPI & Dashboard data to ensure utilization is optimised to ensure the clinic delivers the income potential to budget.

  • Lead on risk and incident management in clinic – ensuring effective incident reporting and remedial action.

  • Support in establishing, reviewing and regularly updating Standard Operating Procedures (SOP’s) for the clinic

  • Leading change and continuous improvement initiatives in collaboration with colleagues in the wider business.

  • Take part in regular BM meetings to facilitate cross clinic working protocols and shared communication.

  • Adhere to all Health & Safety and Environmental guidelines.

Requirements

  • ILM Level 3 (or willing to train)

  • IOSH Managing Safely (or willing to train)

  • Minimum 2 years managerial experience in a similar role

  • Ability to Lead a team with fairness, integrity and consistency.