Executive Clinic Operations Manager

Position Summary

The Executive Clinic Operations Manager is the senior operational leader responsible for transforming the clinic's vision into daily excellence. This role oversees all clinical, administrative, customer experience, and financial operations to deliver a luxury, hospitality-driven, and patient-centered medical experience.

This role ensures operational efficiency, premium service quality, regulatory compliance, team performance, financial sustainability, and strategic growth.

Key Duties & Responsibilities

1. Leadership, Culture & Strategy

- Act as the operational backbone of the clinic, bridging strategic direction with execution.

- Lead and inspire multidisciplinary teams across all departments.

- Build a culture of hospitality, empathy, discipline, and accountability.

- Conduct weekly management meetings to review KPIs and resolve bottlenecks.

- Ensure alignment of all departments with clinic values and brand standards.

2. Operational Management & Clinic Oversight

- Oversee daily operations across all departments.

- Implement and optimize SOPs to support luxury healthcare delivery.

- Ensure smooth patient flow and minimize wait times.

- Manage facility readiness, maintenance, and vendor relationships.

- Oversee healthcare information systems, scheduling platforms, and CRM tools.

- Produce operational dashboards and reports.

3. Financial & Resource Management

- Develop annual budgets and performance forecasts.

- Collaborate on P&L performance and financial planning.

- Identify cost-reduction opportunities.

- Oversee billing, collections, supply management, and procurement.

- Ensure financial policies comply with regulations.

4. Customer Experience & Patient Journey Excellence

- Champion a hospitality-driven, patient-first experience.

- Manage service recovery and escalations.

- Analyze NPS, feedback, and satisfaction reports.

- Ensure personalization and luxury-level service.

5. Staff Management & Human Capital Leadership

- Support recruitment, onboarding, and performance management.

- Oversee training programs for service, safety, and communication.

- Manage scheduling, productivity metrics, and incentives.

- Strengthen cross-functional alignment.

6. Compliance, Licensing & Risk Management

- Ensure full compliance with healthcare laws and licensing.

- Conduct risk assessments, audits, and quality control reviews.

- Oversee emergency preparedness and incident reporting.

- Maintain data privacy and cybersecurity standards.

7. Business Development, Innovation & Growth

- Support new service launches and strategic expansions.

- Drive process automation and digital transformation.

- Conduct market research and competitive benchmarking.

- Collaborate on marketing campaigns, pricing, and promotions.

Minimum Qualifications

- Bachelor's degree in Healthcare Management, Business, or related field.

- MBA or Master's preferred.

- 7+ years of senior operational leadership in healthcare or luxury service.

- Strong leadership, communication, and analytical skills.

- Proficient in healthcare systems and CRM tools.

- Fluency in English; Arabic preferred.

Objectives & Key Results (OKRs)

Objective 1: Operational Excellence

- Reduce wait times by 20% within 6 months.

- Achieve 95%+ SOP adherence monthly.

Objective 2: Cost & Resource Optimization

- Decrease operational costs by 15% YoY.

- Implement automated KPI dashboards by Q2.

Objective 3: Team Performance & Culture

- Achieve 90%+ employee satisfaction.

- Conduct bi-monthly training and SOP refreshers.

Objective 4: Patient Experience & Retention

- Achieve NPS score of 75+.

- Reduce complaints by 50%.

Objective 5: Growth & Innovation

- Launch 2 new services within the first year.

- Pilot 1 tech-based operational solution in 2025.