Job Description – Practice Manager
Job Role:
To manage the practice team (including front of house and nursing staff), and to ensure the smooth operation of the practice to achieve sales targets, compliance and customer satisfaction.
Reports To:
Principal
Key Responsibilities:
Staff Management
- Manage, motivate and coordinate the day-to-day activities of the front of house (FOH) team to ensure sales targets are met and the smooth running of the practice front of house. To include:
o Goal & target setting and performance appraisal of the front of house staff. Provide regular feedback to the team on their performance and progress against goals/targets and adherence to practice procedures and systems.
o Allocate responsibilities across the FOH team and ensure accountability for the relevant actions.
o Organise and (where appropriate) carry out training with the FOH team to develop their sales and customer service skills and to ensure up-todate knowledge of the relevant protocols and procedures.
- Manage, motivate and coordinate the day-to-day activities of the nursing team to ensure smooth running of the surgeries. To include:
o Goal & target setting and performance appraisal of the nursing staff. Provide regular feedback to the team on their performance and progress against goals/targets and adherence to practice procedures and systems.
o Allocate responsibilities across the nursing team and ensure accountability for the relevant actions.
- Organise and (where appropriate) carry out training with the FOH and nursing teams to develop their sales and customer service skills/nursing skills and regulations and to ensure up-to-date knowledge of the relevant protocols and procedures.
- Assist in the recruitment of staff (including candidate selection and interviewing) and managing the induction process.
Sales Management
- Manage the acquisition process and the sales pipeline (all enquiries, treatment planning and patient recall/reactivation). To include:
o Ensure the effective handling of all inbound calls to ensure target conversion rates of enquiries to new patient consultations are met according to practice brand standards, including regular call monitoring and feedback.
o Coordinate with the clinicians on the management of all treatment plan uptake to ensure target conversion rates of new patient consultation to treatment plan acceptance are met, according to practice brand standards.
o Manage the patient recall and treatment follow-up process to retain clients, including all relevant communication and paperwork, and ensure activity is handled effectively and according to practice brand standards. o Run managed campaigns to ensure that sales targets are met.
o Manage any patient reactivation campaigns and uptake of practice membership plan.
o Ensure that all relevant and accurate data is captured on the practice database and that all enquiries are managed through all stages of the sales process. Ensure relevant sales, financial and KPI data is provided to the Principal accurately and timely (daily/weekly and monthly).
o Manage and review daily and weekly sales pipeline reporting, with relevant analysis of the pipeline and conversion, taking action to meet sales targets. Meet with the Principal weekly and monthly to review progress and discuss/implement action.
- Manage the patient journey for the practice. To include:
o Ensure the practice team (FOH, nursing and clinicians) build trusting and caring relationships with all patients and potential patients, and take all reasonable steps to ensure their comfort and retain them as a client, following practice brand standards. Maintain patient confidentiality at all times.
o Ensure that the practice team follow the practice patient journey process and effectively “own the patient” throughout their visit to the practice.
o Oversee the management of the appointment book, ensuring that the daily production targets can be met and the booking system is followed and to ensure no delays for patients or the clinicians.
o Ensure the FOH team maintain a seamless and customer-focused handover of the patient and paperwork to the clinical team and, posttreatment/appointment take back responsibility of the patient and paperwork to complete before the end of their visit.
o Ensure the FOH team provide and explain payment options to the client where appropriate and take payment.
o Ensure the FOH team book subsequent appointments.
o Manage the referral and testimonial systems.
o Manage any patient complaints effectively and in a timely manner, and ensure the complaints process is followed at all times.
o Organise the FOH staff rota to ensure smooth delivery of customer care to patients and the relevant sales support for the clinicians.
o Assist in manning the front of house (as the business necessitates), providing a customer-focused and seamless patient journey according to practice brand standards, that assists in recruiting and retaining patients.
Operations & Systems
- Monitor adherence to all practice procedures (including regulatory, health & safety, patient journey, sales), providing feedback regularly to all staff. Provide monthly reports to the Principal.
- Run “daily huddle/sales” meetings to ensure that each day will run smoothly and run regular practice meetings, proactively contributing to these meetings.
- Create, implement and maintain systems to ensure the smooth running of the practice, ensuring that these systems comply with the latest regulations and form part of the practice staff manual. Carry out regular training with all relevant staff. Review procedures regularly with the staff and Principal.
- Project manage/assist as required in specific projects related to the development of the business, to agreed timescales and reporting regularly to the Principal on progress.
- Oversee surgery management and compliance for the practice, delegating as appropriate to the lead nurse. Provide monthly reports to the Principal on compliance progress and status. Including
o Maintain Registration and comply with all GDC and CQC requirements. Ensure practice compliance with Health & Safety requirements and regulations, CQC procedures.
o Ensure that there is an efficient stock control and supply procedure and ensure efficient ordering. Manage stock according to the practice budget and targets. Ensure the accurate maintenance of the practice computer system.
o Liaise with sales and suppliers’ representatives as necessary and manage all contracts.
o Ensure that practice equipment is serviced and maintained to the required frequency.
Financial Monitoring
- Gather and monitor financial information and performance statistics. Prepare monthly spreadsheets and financial information, including Key Performance Indicators, and present to the Principal on a monthly basis
- Take responsibility for, and supervise, daily, weekly, monthly banking procedures.
- Ensure the efficient operation of the patient payment policy and the collection of outstanding debts.
- Manage the day-to-day accounting, invoicing, supplier payments and wages, ensuring review for accuracy and timeliness against forecasts, bank statements and other information
Skills & Attitudes:
- An outstanding, clear communicator, both verbally and in writing
- Excellent with people, able to deal with customers, staff and contractors, and proven experience to effectively manage and motivate a team and coordinate staff, both within and external to a small business
- Target-driven and goal-orientated, with proven sales ability
- Passionate about providing a first-class customer service experience
- Strong initiative and a drive to succeed, with a flexible approach and willing to contribute ideas
- Excellent listening skills and a calm, empathic approach to patients
- A calm and resourceful manner, with an ability to bring energy and enthusiasm to any situation.
- A positive, ”can-do”, problem-solving type of person, willing to turn their hand to anything as the situation necessitates
- Amazingly well organised, with an eye for details and excellent follow-up ability on all tasks and able to delegate effectively
- A professional appearance
- No prior experience of dentistry is required for this position
Job Types: Full-time, Part-time
Pay: £38,000.00-£48,000.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Employee discount
- On-site parking
- Profit sharing
Experience:
- Dental Practice Management: 1 year (preferred)
Work Location: In person
