Overview:
The Clinic Manager is responsible for overseeing all operational aspects of the clinics, ensuring smooth daily operations, maintaining high service quality, and managing client relations. This position requires flexibility in scheduling due to the essential nature of our services and our client demographics.

Core Responsibilities

Inventory and Equipment Management

• Monitor and maintain adequate therapist and clinical supplies and equipment to prevent stockouts
• Monitor equipment lifecycle, conduct regular equipment maintenance checks and coordinate repairs as needed
• Maintain appropriate inventory levels of marketing, promotional and informational materials such as brochures and business cards
• Regularly review and update all promotional materials to ensure accuracy of information remains current
• Coordinate with suppliers for timely delivery of necessary materials

Operational Management

• Oversee all aspects of clinic operations to ensure efficient and effective service delivery
• Identify operational issues proactively and implement appropriate solutions
• Collaborate with Clinical Manager to maintain service quality standards
• Ensure compliance with all clinic policies and procedures
• Monitor and optimize clinic workflows and processes
• Maintain all public and employee health requirements
• Oversee facility maintenance requirements and documentation
• Manage and maintain accurate attendance logs
• Ensure proper documentation and follow-up of all incident reports
• Develop and implement client safety policies
• Supervise adherence to safety protocols through regular monitoring and staff training
• Maintain clinic environment to prevent hazards

Client Services and Financial Management

• Handle client complaints and concerns professionally and promptly
• Oversee the intake process for new clients
• Contact all new referrals within 12 hours of receipt
• Supervise and monitor all clinic intake procedures
• Ensure proper tracking and follow-up of all referrals
• Ensure all required documentation and forms are properly completed and filed
• Manage after-hours urgent intake requirements
• Accommodate communication needs of pediatric clients' parents during evening and weekend hours
• Ensure all client emails receive responses within 24-hour timeframe
• Oversee client financial check-in and check-out processes
• Monitor billing accuracy for all client services
• Verify insurance coverage and payment processes and ensure proper billing to Extended Health Benefit (EHB) carriers
• Monitor clinic's online presence and reputation
• Implement strategies to increase positive client feedback and reviews (e.g. actively encourage and collect positive Google reviews from satisfied clients)

Staff and Schedule Management

• Supervise reception staff and their activities
• Oversee clinic scheduling systems and processes
• Manage staff assignments and workflow
• Monitor completion of delegated tasks from initiation to completion
• Work with Clinical Manager to assign client files to appropriate therapists

Quality Assurance

• Maintain high standards of customer service throughout all clinic interactions
• Regular review of operational procedures to identify areas for improvement
• Ensure all client documentation meets required standards
• Monitor service delivery metrics and implement improvements as needed

Collaboration Requirements

Work closely with Clinical Manager on:

• Service quality maintenance
• Therapist assignments
• Clinical workflow optimization
• Resolution of complex cases
• Staff training and development

Performance Expectations

• Maintain 24-hour response time for all client communications
• Respond to all communications from Directors and CEO within 24 hours
• Handle and action requests from leadership promptly and thoroughly
• Ensure complete and accurate client documentation
• Achieve high client satisfaction ratings
• Maintain efficient clinic operations
• Successfully resolve client complaints and concerns
• Meet all quality assurance metrics

Qualifications:
The role requires strong organizational skills, excellent communication abilities, and the capacity to manage multiple priorities simultaneously. The Clinic Manager must be able to make independent decisions while knowing when to escalate issues to appropriate leadership.

Working Hours and Availability:

• Maintain flexibility in schedule to accommodate after-hours urgent intakes
• Be available for evening communication with parents of pediatric clients
• Ensure coverage for essential services during all operational hours

Working Conditions:

• Full-time position with standard business hours; occasional evenings or weekends may be required based on organizational needs.
• Travel to clinics, clients, partner institutions, conferences, or networking events required.
• Collaborative and fast-paced work environment that emphasizes innovation and excellence.

Why Join Us?

• Be a part of a forward-thinking organization committed to excellence in healthcare services.
• Lead impactful initiatives that drive growth and improve patient outcomes.
• Collaborate with a passionate and skilled team dedicated to innovation and quality.
• Enjoy opportunities for professional growth and leadership development.