Clinic Operations Manager

Nirji; Singapore; On-site; SGD 100,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Annual leave

Company trips

Job summary

Hisential Clinics, a Nirji Ventures portfolio company, is hiring a full-time Clinic Operations Manager for its Mandarin Gallery clinic on Orchard Road, Singapore. The role oversees day-to-day running of the clinic—scheduling, floor staffing, inventory and logistics—while owning the on-site client experience and ensuring timely service delivery.

You will coordinate with Doctors and Client Relations, manage SLA metrics, and lead a small operations team.

Qualifications

• Four to eight years of experience in clinic operations, healthcare administration or hospitality service operations; team supervision experience is preferred.
• A practical understanding of clinic workflows from front desk to back office, including appointment operations, service recovery, operational reporting and what drives a good customer experience in a clinical setting.
• Skills in day-to-day clinic coordination, scheduling, staff coordination, inventory and operations management, escalation handling and SLA/turnaround-time tracking.
• Organised and genuinely hands-on rather than purely managerial, proactive about catching problems before they reach the client, and calm under pressure.
• Service-oriented and dependable enough that the team and the Medical Director can rely on you without checking in constantly.

Responsibilities

• Manage the daily operational rhythm of the clinic, from opening procedures to appointment flow, so the clinic runs on schedule and clients are not left waiting without explanation.
• Own the on-site client experience, making sure the team walks clients through what to expect at every step, keeps them informed of what happens next and proactively follows up on anything promised to them.
• Schedule clinic staff against expected client volume and coordinate the Client Experience Executives team so coverage is never a scramble.
• Keep clinical and consumable inventory properly stocked and tracked, along with the broader operational controls that keep the clinic running without last-minute surprises.
• Act as the first point of escalation for scheduling conflicts, wait-time complaints and other operational issues, resolving them calmly or bringing in the Medical Director when a clinical judgement is needed.
• Track service level agreements and turnaround times for appointment wait times, lab and vendor coordination and similar operational metrics, and report where performance is meeting or missing the standard.
• Make sure any operational issue that has affected a client's experience is addressed and, where relevant, flagged to Client Relations so the follow-up conversation with the client is informed and consistent.
• Coordinate closely with the Doctors on patient flow and with Client Relations when an operational issue touches a client relationship.

Job description

Hisential Clinics, a Nirji Ventures portfolio company, is hiring a full-time Clinic Operations Manager for its clinic at Mandarin Gallery on Orchard Road, Singapore. Hisential delivers a premium, hospitality-led personal healthcare experience across Singapore and Malaysia, and this role manages the day-to-day running of the clinic - scheduling, staffing on the floor, inventory and clinic logistics - while remaining ultimately accountable for the client experience delivered on site.

Responsibilities

• Manage the daily operational rhythm of the clinic, from opening procedures to appointment flow, so the clinic runs on schedule and clients are not left waiting without explanation.
• Own the on-site client experience, making sure the team walks clients through what to expect at every step, keeps them informed of what happens next and proactively follows up on anything promised to them.
• Schedule clinic staff against expected client volume and coordinate the Client Experience Executives team so coverage is never a scramble.
• Keep clinical and consumable inventory properly stocked and tracked, along with the broader operational controls that keep the clinic running without last-minute surprises.
• Act as the first point of escalation for scheduling conflicts, wait-time complaints and other operational issues, resolving them calmly or bringing in the Medical Director when a clinical judgement is needed.
• Track service level agreements and turnaround times for appointment wait times, lab and vendor coordination and similar operational metrics, and report where performance is meeting or missing the standard.
• Make sure any operational issue that has affected a client's experience is addressed and, where relevant, flagged to Client Relations so the follow-up conversation with the client is informed and consistent.
• Coordinate closely with the Doctors on patient flow and with Client Relations when an operational issue touches a client relationship.

Capabilities and experience

• Four to eight years of experience in clinic operations, healthcare administration or hospitality service operations; team supervision experience is preferred.
• A practical understanding of clinic workflows from front desk to back office, including appointment operations, service recovery, operational reporting and what drives a good customer experience in a clinical setting.
• Skills in day-to-day clinic coordination, scheduling, staff coordination, inventory and operations management, escalation handling and SLA/turnaround-time tracking.
• Organised and genuinely hands-on rather than purely managerial, proactive about catching problems before they reach the client, and calm under pressure.
• Service-oriented and dependable enough that the team and the Medical Director can rely on you without checking in constantly.

What success looks like

• At least 90% of appointment wait times stay within the clinic's SLA target, for example clients seen within 10 minutes of their scheduled time.
• Lab and vendor turnaround times meet agreed SLAs at least 90% of the time.
• The client satisfaction (NPS) score for the in-clinic experience stays at or above the clinic's target.
• No more than one unplanned stock-out of clinical or consumable inventory per month.
• Staffing coverage gaps (unfilled shifts) occur no more than twice per month.

Employment and location

Full-time role at Hisential Clinics, Mandarin Gallery, Orchard Road, Singapore. Reports to the Medical Director and directly supervises the Client Experience Executives.

Benefits

• Hisential provides health and medical insurance coverage for employees, annual and medical leave in line with Singapore's statutory requirements, annual company trips and eligibility for a yearly bonus subject to the company's overall performance that year.
• Strong SLA performance, client experience scores and smooth day-to-day operations are the clearest path to performance-linked incentives and to growth into a senior Clinic Operations or country leadership role as operations expand.