Clinic Operations Lead

The Fono; Auckland; On-site; NZD 90,000 - 130,000; Full time

Job summary

The Fono in Auckland is seeking a Clinic Operations Lead to steer day-to-day non-clinical operations, lead the FonoCare Service Agents and administrative team, and work with clinical staff to deliver a warm, culturally safe patient experience.

You will drive appointment management, patient flow, revenue processes and data integrity while upholding Pacific health equity and strong governance. This role blends people leadership with operational excellence in a community-focused setting.

Qualifications

• Proven experience leading and developing a team.
• Experience managing reception, administration, healthcare, social service or community-based operations.
• Strong organisational and problem-solving skills.
• Excellent customer service and relationship-building capability.
• Experience managing competing priorities in a busy environment.
• Confidence with financial administration, revenue collection, claims or reconciliations.
• Strong computer and systems literacy, with the ability to learn and support others with new systems.
• Experience coaching, developing and managing staff performance.
• A strong understanding of health, social service or community environments.
• A genuine commitment to health equity and culturally safe practice.

Responsibilities

• Lead, coach and develop the FonoCare Service Agent and administration team.
• Ensure patients and whānau receive a warm, professional and culturally safe experience.
• Manage the day-to-day non-clinical operations of the clinic.
• Oversee appointment scheduling, patient flow and clinic utilisation.
• Ensure accurate data entry, claims processing, revenue collection and financial reconciliation.
• Maintain high standards of quality, privacy, health and safety and operational compliance.
• Manage rosters, performance, training and staff development.
• Support the recruitment and onboarding of new team members.
• Identify opportunities to improve systems, processes and patient experience.
• Work collaboratively with clinical and non-clinical teams.
• Support The Fono's commitment to reducing health inequities for Pacific peoples, Māori and other underserved communities.

Skills

Team leadership

Operations management

Customer service

Organisation & problem-solving

Financial administration

Data integrity

Health equity awareness

Pacific language capability

Job description

Are you an experienced people leader with strong operational skills and a genuine commitment to culturally safe, equitable health and social services?

Do you understand the importance of creating an environment where patients, families and whānau feel welcomed, respected and understood?

The Fono is looking for a Clinic Operations Lead who can bring strong leadership, operational excellence and cultural understanding to our team.

This is an opportunity to use your leadership experience in an organisation with a strong commitment to Pacific health and wellbeing and to making a meaningful difference for the communities we serve.

About the role

As the Clinic Operations Lead, you will be responsible for the day-to-day operational leadership of your allocated medical practice.

You will lead our FonoCare Service Agents and non-clinical practice team, working alongside doctors, nurses and other health and social service professionals to ensure the clinic operates efficiently and delivers a consistently high standard of service.

The role covers people leadership, customer service, appointment management, patient flow, administration, revenue collection, claims, data integrity, health and safety, quality assurance and continuous improvement.

Most importantly, you will help create a clinic environment where patients, families and whānau feel welcomed, culturally safe and well supported.

About you

We are looking for someone who can combine strong operational capability with genuine care for people.

You will ideally bring:

• Proven experience leading and developing a team.
• Experience managing reception, administration, healthcare, social service or community-based operations.
• Strong organisational and problem-solving skills.
• Excellent customer service and relationship-building capability.
• Experience managing competing priorities in a busy environment.
• Confidence with financial administration, revenue collection, claims or reconciliations.
• Strong computer and systems literacy, with the ability to learn and support others with new systems.
• Experience coaching, developing and managing staff performance.
• A strong understanding of health, social service or community environments.
• A genuine commitment to health equity and culturally safe practice.
• A current full driver's licence.
• Pacific language capability is an advantage

Cultural capability is important

The Fono is committed to advancing Pacific health equity and providing services that are culturally responsive and safe.

For this role, you will need to demonstrate a sound understanding and appreciation of Pacific cultures, values, protocols and ways of working, together with the ability to build trusted relationships with patients, whānau, staff and community.

Experience working with Pacific communities will be highly regarded.

What you will be responsible for:

You will:

• Lead, coach and develop the FonoCare Service Agent and administration team.
• Ensure patients and whānau receive a warm, professional and culturally safe experience.
• Manage the day-to-day non-clinical operations of the clinic.
• Oversee appointment scheduling, patient flow and clinic utilisation.
• Ensure accurate data entry, claims processing, revenue collection and financial reconciliation.
• Maintain high standards of quality, privacy, health and safety and operational compliance.
• Manage rosters, performance, training and staff development.
• Support the recruitment and onboarding of new team members.
• Identify opportunities to improve systems, processes and patient experience.
• Work collaboratively with clinical and non-clinical teams.
• Support The Fono's commitment to reducing health inequities for Pacific peoples, Māori and other underserved communities.

Lead with purpose. Lead with culture. Lead a team making a difference for Pacific communities.

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