Clinic Manager

The postholder will deliver a proactive, efficient, and flexible range of support services and administrative activities, primarily to the CEO/Clinical Director but also to support the wider needs of the business. This will include significant forward planning, interacting with key internal and external contacts, using initiative and judgement to solve problems, acting as the professional representative for the business and proactively and independently managing work in a fast-paced environment of a growing psychology practice.

Main Duties and Responsibilities

• Proactive management of each therapist’s diary within the clinic using an online booking system, exercising considerable discretion and knowledge of priorities to ensure internal and external appointments are well planned and time is managed effectively.
• Facilitate and co-ordinate meetings ensuring all necessary pre-meeting arrangements are in place, for example, preparation and distribution of agenda and associated papers, post-meeting actions, preparation of notes/minutes etc., as appropriate.
• Meet and greet all clients attending the clinic in a way that is trauma informed, professional and provides an atmosphere of genuineness, warmth and welcoming. This is a post that is interfacing, and the Clinic Manager will be the first point of contact for any person contacting the practice. It is therefore an important post in encouraging people to engage with the practice.
• Be able to talk about and explain the various therapies on offer to assist prospective clients to decide to attend the clinic or not (training will be provided on this).
• To handle all invoicing and payment of therapeutic sessions.
• Liaise with external agencies when required.
• Organise, facilitate, and control all aspects of paperwork including on-line system associated with clinical governance.
• Design, implement and continually develop office systems, to ensure procedures are as efficient and effective as possible.
• Active management of all correspondence (including email, mail, phone calls, social media) with both internal and external stakeholders.
• Update social media and respond to those who interact on these platforms.
• Assist with event management and all associated paperwork/deadlines.
• Responsible for reviewing and drafting reports, letters and emails as required.
• Deal efficiently with a high-volume inbox, prioritising emails and dealing independently with those which can be actioned/progressed.
• Use a computer (Mac) and associated software packages as well as other standard office equipment including photocopier, scanner, etc when required.
• Using own initiative and judgement to solve problems and queries, escalating as appropriate to the CEO.
• Support other members of the business as and when required, for example for scheduling key meetings or collating information.
• Deal empathetically and discreetly with upset complainants or members of staff.
• Arrange interview panels and related meetings for the recruitment of new therapists; produce information and provide induction support for new colleagues. Knowledge of PVG and the processes would be advantageous.
• Coordinating responses to FOI and SAR enquiries.
• Understanding and interpreting numerical reports, with the ability to input, amend and review data as required.
• Interacting with accrediting bodies such as the BPS, HCPC and others both responding to queries and requesting information/input as required.
• Contribute to a culture of continuous improvement by suggesting service improvements and implementing new processes to enhance quality of service.
• Attendance at meetings including minute taking and maintenance of action lists.
• Arrange all therapists and CEO attendance at workshops, seminars etc, booking accommodation and travel when required and ensuring payment is made to secure bookings.
• Adhere to all the policies, and procedures of the clinic.
• Process, monitor and retain records of expenses.
• Handle information, which can often be of a confidential nature that requires the use of discretion and awareness of the confidentiality policy.
• Undertake any other reasonable duties as required by the business.

Knowledge/Qualifications

Essential:

• Scottish Credit and Qualification Framework level 7 (Advanced Higher/SVQ Level 3, HNC) or have an undergraduate degree in a relevant subject (such as psychology) with experience of Clinic Manager duties as listed above.
• Equivalent and/or ability to demonstrate the competencies required to undertake the duties associated with this post, having acquired the necessary knowledge and skills in a similar role.
• Know how to use mailchimp, canva, be confident in using all social media platforms and creating posts.
• Marketing skills and experience is essential and a part of your daily role.

Desirable:

• Knowledge and understanding of the mental health sector, particularly within private mental health clinics but not essential.
• The Clinic Manager role will involve being present within a psychological environment that will require the ability to be present with people who have mental health problems.

Skills

Essential:

• Excellent communication and customer service skills.
• The ability to engage with others that demonstrates empathy, warmth, understanding, genuineness, and professionalism.
• Excellent verbal communication skills and able to articulate an understanding of therapies (once training is complete).
• The ability to plan, organise and prioritise effectively, respond to changes in demands and/or pressures, delivering work to standard and within deadlines.
• The ability to work both independently and flexibly as part of a high performing team.
• Excellent stakeholder management skills, with the ability to build productive working relationships with a wide range of colleagues and externally.
• Ability to always act with diplomacy and discretion.
• Knowledge of Microsoft Office programmes/applications including Word, Excel, PowerPoint, Outlook, and OneDrive
• High level of accuracy and attention to detail.
• Adept at learning new systems, processes, and procedures.
• Adaptable and flexible approach to solving problems.
• Able to work autonomously.
• Able to work discreetly especially when dealing with confidential information.

Desirable:

• Interest in psychotherapies with a willingness to develop knowledge further as the post develops.