General Manager - Private Clinic

General Manager - Private Clinic
Central London
£50,000+

A premium health Clinic in central London is looking for an experienced General Manager to run our in-house operations, sales and patient experience, as we move into our next phase of expansion. 

The successful candidate will be a commercial-minded individual with significant management experience from a service orientated industry. This experience could include, but is not limited to, work in healthcare, spas, health clubs and hotels.

Your role is to take responsibility for the in-Clinic patient journey by (i) ensuring the Clinic day-to-day runs as efficiently as possible, enacting an evidence-driven sales strategy, covering pricing, promotions and sales conversion. 

Our major opportunity lies in ensuring that (i) the Clinic patients are given the highest level of customer service and that (ii) the sales team works as effectively as possible, prioritising high potential leads, delivering rapid response to customer enquiries and maximising the revenue opportunity from each prospect. 
The patient-focussed team team requires a strong manager to drive them to achieve exceptional results.

Primary responsibilities:

+ Own the patient journey in the clinic – making sure that patient is looked after throughout. 
+ Provide overall leadership and operational management for front of house and bookings teams ensuring all the technical aspects of the patient journey are managed
+ Ensure systems are in place to create a seamless patient journey at all times.
+ Ensure staff are adequately recruited, and trained to facilitate this process
+ Continuously look for improvements relating to the patient journey
+ Satisfactorily resolve all complaints 
+ Be the Out of Hours Liaison and first point of call if anyone has a query at the weekends or when the clinic is shut (shared responsibility)
+ Manage a sales team of 10 including 6 customer facing sales agents and a 3 person non-surgical delivery team 
+ Drive increased sales through an effective utilisation of leads from telephones in our three delivery units – cosmetic surgery, dermatology and aesthetics
+ Drive increased sales from existing patients, utilizing our CRM system 
+ Track inbound enquiries, time to respond, new appointment and consultation bookings.
+ Manage outbound call programme to boost repeat customer sales and cross selling from department to department. 
+ Run and grow the non-surgical aesthetician/nurse delivery function (lasers, injectables)
+ Own all service level agreements to do with day-to-day non-clinical management (e.g cleaning, printing, security, agency staff, fire alarm)
+ Manage all non- medical stock and supplies (including stationary and housekeeping supplies)
+ Liaise with non-surgical clinical consultants on daily items 
+ Build patient awareness of all the services and treatments on offer
+ Ensure Clinic-wide involvement in improved patient journey 
+ Manage complaints 

What skills and proven experience do you require?

+ Experience in a rapidly growing B2C, SME company 
+ Experience managing a team of 10-15 people 
+ Proven leadership track record using sales records to drive improved results 
+ Proactive and solution orientated, with strong operational delivery skills
+ Data orientated and to be able to drive maximum benefit from a CRM system
+ Excellent listening and communication and motivation skills
+ Be a creative and “out of the box” thinker

You may have worked in the following capacities:
Private Hospital Ops Manager, Private Hospital Manager, Healthcare Manager, Spa Manager, Health Club Manager, Hotel Manager, Leisure Manager, Luxury Hospitality Manager,. Hotel GM.

Interested? Just Apply Below...

...But first, by applying you consent to your application being processed and passed to the recruiting client for review for this vacancy only in accordance with our Data Privacy Notice which can be found on our company profile and/or website. If you have any pre-application questions please contact us first quoting the job title & reference number. Good Luck. Team RR.