Practice Manager at Zormelo & Associates

Job Description
DUTIES AND ACCOUNTABILITIES

• The Practice Manager is responsible for efficient day-to-day running of the practice, managing the work of all clinical and non-clinical staff to ensure exceptional clinical quality of care coupled with excellent customer service which is our unique selling point.  The manager must ensure that we are strategic and attain our financial goals and that we maintain or vision and mission whilst attaining this. The manager will provide support and direction to enhance performance, skills and knowledge of Practice staff within the Practice. 

Customer Service: 

• Proactively manage the Front Desk staff in managing the appointment book and the Practice’s recall/referral systems, appointment reminders, manage telephone answering within guidelines, actively managing complaints, and obtaining & reviewing patient feedback
• Maintain good customer relations with all patients, parents, and referring dentists. 

Marketing:

• Proactively manage the marketing staff as regards:
• planning, developing and implementing new strategies for marketing the Practice;
• identifying target markets and maximizing this potential;
• devising sales strategies and implementing and overseeing new sales initiatives;
• promoting new services through the provision of literature/displays etc.;
• liaising with the media and providing information for clients;
• organizing the production and distribution of client communication materials such as newsletters, displays, open day material and newspaper articles;
• Awareness of website content and social media forums. 

Human Resources/Team Management:

• Develop a Human Resource Policy and Procedure for the Practice;   
• Staff recruitment:  responsible for advertising vacancies, screening candidates for referral to the Practice Owner, obtaining references, participating in or conducting interviews as appropriate for all Practice staff and payroll of support staff;
• Onboarding:  Induction of specialists, dentists, hygienists, nurses and all staff, followed by development of a training program for each staff member;
• Staff Performance Management: set goals and objectives for each staff, and conducting semi-annual reviews / appraisals and PDP’s with the Practice Owner, as needed; managing grievances and disciplinary issues;
• Manage staff monthly rosters;
• Ensure dentists remain compliant with their respective regulatory bodies; 

Financial:

• Proactively manage the Finance team;
• Manage stock and supplies;  
• Manage the Practice’s finances, including:  take responsibility for and supervise all banking procedures, including deposits payments and checking bank statements, cash management;
• Ensure the operation of the patient payment policy and the collection of outstanding debts;
• Ensure adequate payroll, purchase requisition procedures; 
• Preparation of monthly / quarterly / semi-annual / annual financial reports such as profit and loss for use in financial budgeting, monitoring and planning; 
• Take responsibility for conduct of internal and external audits;

Estates and General Maintenance:

• Proactively manage the cleaning team and ensure the highest standards of cleanliness;
• Effectively maintain equipment, fixtures and fittings through best practice maintenance programs and reactive repairs; facilitate ordering of new equipment through liaising with appropriate firms; 
• Proactively manage the IT team;
• Ensure the Practice’s computer system is updated and backed up and maintained in conjunction with the Practice IT supplier;

Managerial

• Arrange regular Practice meetings and meetings across the organisation;
• Prepare monthly Business Reports and Action Plans;
• Have systems in place to delegate the Practice’s management roles during holiday leave and sickness absence to ensure daily running of the Practice in unaffected;

Compliance:

• Ensure compliance with Ghana Dental Association’s rules, directives and regulations. In addition, ensure broader compliance with international best practice, health & safety, employment and any other legislation;
• Arrange refresher and update training for medical emergencies and CPR for all staff;
• Development and implementation and updating of the Practice’s protocols, policies and procedures.

Change Management:

• Efficiently manage projects as required to deliver new systems and procedures to time and within agreed budget;
• Ensure the team is trained and fully informed about planned changes to systems and procedures;
• Identify and recommend areas for improvement and change to the Practice owner with supporting background information and benefits.

PERSON SPECIFICATION 

• An Undergraduate degree, preferably in Business Administration; -
• Greater than  12 years working experience with three years in a similar role ;
• experience in a medical services institution desirable but not essential; -
• Proven exceptional client relationship and customer service skills –
• excellent communication skills in English; -
• Strong management skills – sound business judgment, self-starter, ability to trouble shoot and solution oriented; highly motivated, committed to highest ethical standards;
• Team player with strong interpersonal skills, ability to interact effectively with clients and colleagues from various cultural backgrounds.
• Previous experience with working Internationally or with a multinational company desirable.