Clinic Supervisor

Job title : Clinic Supervisor

ABOUT THE ROLE

• Soteria Eye Clinic is looking for an experienced, hands-on Clinic Supervisor to oversee daily clinic operations, lead the front-line team, and ensure every patient receives excellent service. The Clinic Supervisor will manage the gallery, client relations and billing functions, drive sales growth, and report to management on the performance of the clinic.

KEY RESPONSIBILITIES

Clinic Operations

• Supervise the day-to-day running of the clinic, ensuring it opens on time and runs smoothly.
• Prepare staff duty rosters and ensure adequate coverage at all times.
• Ensure a clean, organised, hygienic and well-presented clinic, in line with company standards.
• Ensure patient flow between reception, consultation, gallery and billing is smooth and waiting time is kept low.

Team Leadership

• Lead, coach and monitor gallery staff, client relation officers and billing staff.
• Enforce attendance, punctuality, grooming and conduct standards, and report breaches to HR.
• Support HR with staff performance reviews, training and onboarding of new staff.
• Hold regular team briefings and give feedback to staff.

Gallery and Sales

• Oversee the gallery to ensure frames, lenses and eyewear products are properly displayed, stocked and priced.
• Set and track daily, weekly and monthly sales targets, and motivate staff to achieve them.
• Monitor stock levels and sample items, and report damaged, missing or low stock promptly.
• Identify opportunities to increase sales, upselling and repeat customers.

Client Relations

• Ensure patients are received warmly and professionally.
• Handle patient complaints and escalations, and resolve them promptly.
• Maintain good relationships with patients, HMOs and corporate clients.
• Oversee appointments, patient records and follow-up with clients.

Billing and Cash Management

• Supervise billing to ensure it is accurate, with correct pricing, discounts and HMO claims processing.
• Reconcile daily sales and payments, and ensure all cash and transfers are properly recorded and remitted.
• Work with the accounts department to resolve billing issues and discrepancies.

Reporting

• Submit weekly reports to management covering sales, patient numbers, incidents and complaints, and staff matters.
• Report incidents, risks and operational issues immediately.

REQUIREMENTS

• Minimum of a Bachelor's degree or HND in a relevant field (Business Administration, Management, Marketing, Accounting or related).
• Minimum of 3 years' experience in a supervisory or team-lead role.
• Proven experience in at least two of: gallery/optical retail, client relations/front desk, and billing.
• Experience in an eye clinic or optical setting is an added advantage.
• Strong leadership, communication and customer service skills.
• Good knowledge of billing, HMO processes and cash handling.
• Sales-driven, target-oriented and able to motivate a team.
• Proficiency in Microsoft Office and the ability to prepare clear reports.
• Well organised, honest, calm under pressure and able to work flexible shifts, including Saturdays.