Practice Manager

Job title : Practice Manager

Key Interfaces

• Marketing & Business Development | Revenue Growth Manager | Clinical Teams | Facility & Administration | IT | Finance | Human Resources

Job Summary

• The Practice Manager is the operational leader responsible for the overall coordination, efficiency, performance, and day-to-day management of Smile360’s Ikoyi Practice.
• The role serves as the central execution hub between clinical operations, patient experience, administration, business growth, and support services to ensure the seamless delivery of Smile360’s premium healthcare experience.
• Reporting to the Chief Clinical Operations Officer (CCOO), the Practice Manager drives operational excellence, clinic performance, service quality, patient flow optimization, team accountability, and business sustainability across the practice.
• The role is accountable for patient experience and revenue achievement and ensures operational alignment between clinical and non-clinical teams while supporting revenue growth, patient retention, compliance, and continuous improvement initiatives.

Main Duties and Responsibilities
Practice Operations Leadership:

• Provide overall operational leadership for the Ikoyi Practice
• Ensure smooth daily coordination of all clinic activities and patient-facing operations
• Drive accountability and discipline across operational teams
• Monitor and resolve operational bottlenecks affecting patient care and clinic efficiency

Patient Experience & Service Excellence:

• Ensure delivery of Smile360’s premium patient experience standards across all touchpoints
• Support the Clinical Operations & Patient Experience (COPEx) Lead in driving patient satisfaction, loyalty, referrals, and service recovery
• Monitor patient complaints, escalations, and service recovery outcomes
• Drive a culture of hospitality, professionalism, responsiveness, and empathy

Operational Performance & Revenue Optimization:

• Monitor clinic productivity, operational efficiency, and resource utilisation
• Work closely with the Revenue Growth Manager to improve revenue performance and treatment conversion
• Support optimisation of provider schedules, chair utilisation, and patient flow
• Ensure proper revenue capture and minimise operational leakage

Leadership & Team Management:

• Provide leadership oversight to the COPEx Lead and Floor Management Coordinator
• Drive performance accountability within operational and patient-facing teams
• Conduct coaching, mentorship, and performance feedback sessions
• Collaborate with HR on staffing, onboarding, engagement, and disciplinary processes

Cross-Functional Coordination:

• Act as the operational liaison between Clinical, Marketing, Revenue Growth, Finance, IT, HR, and Administration teams
• Coordinate implementation of operational initiatives across departments
• Ensure alignment between marketing campaigns and operational readiness

Compliance, Quality & Continuous Improvement:

• Ensure adherence to operational policies, quality standards, and regulatory requirements
• Lead operational audits and follow-up action implementation
• Promote Kaizen, PDCA, and continuous improvement culture within the practice

Reporting & Performance Monitoring:

• Prepare and present operational performance reports and dashboards
• Monitor key operational, patient experience, and revenue KPIs
• Lead daily operational huddles and periodic review meetings

Requirements
Educational Qualifications:

• Bachelor’s Degree/HND in Healthcare Administration, Business Administration, Operations Management, or related discipline

Professional Qualifications:

• Relevant certifications in healthcare management, operations, project management, or leadership will be an added advantage

Experience:

• Minimum of 7 years’ experience in healthcare, hospitality, service operations, or clinic management.
• At least 3 years in a leadership or managerial role.
• Experience in a premium healthcare or service-driven environment is an added advantage.

Personal Attributes & Competencies:

• Strong leadership and operational management capability
• Excellent communication and stakeholder management skills
• High emotional intelligence and conflict resolution capability
• Strong analytical and problem-solving skills
• Strong customer service orientation
• High accountability and execution discipline
• Professional appearance and conduct