Job summary
As a Clinic Director at Care Fertility, youll provide
inspirational leadership to a multi-disciplinary team of industry-leading
fertility specialists, nurses and operational employees.
Care Fertility is the UKs largest private IVF group and our
clinic in Plymouth offers a 5-star experience to our patients. Care Plymouth has
a talented team and has become well known throughout the country for having
consistently exceptional success rates for achieving pregnancies and live
births. You will also have responsibility for the overall management of our
Exeter satellite Clinic.
As a Clinic Director you will be accountable for key
deliverables such as commercial growth, clinical compliance, operational site
efficiency/excellence, and high-quality, patient-centred care. You will set the
tone and culture within the clinic and will be given full P&L
responsibility.
Main duties of the job
About you:
Youll ideally be a General Manager, you may work in hospitality,
you may even have been a Clinic/Practice Manager/Director within healthcare.
You will have managed large teams across a range of disciplines. Youre as
comfortable resolving complaints as you are at influencing an enhanced patient
experience.
Youre a strong leader who is people focused. You put
patients and your staff at the centre of every decision you make. Youre
commercially minded and are able to deliver results, with plenty of experience
of delivering top/bottom line growth.
Your management style is decisive but consultative, you
make full use of the multi-disciplinary team around you. Youre comfortable
working autonomously and have the ability to empathise, engage and inspire a
variety of stakeholders at all levels.
Your attention to detail is immaculate, and have strong
prioritisation and organisational skills.
Location/Benefits:
Based at
our Plymouth Clinic (10 William Prance Rd, Plymouth PL6 5WR).
In a company where hard work and great results are
recognised, you can look forward to a supportive culture of collaboration where
we value each other.
- Salary of up to £50,000 depending on experience
- Performance related bonus
- 33 Days annual leave (inc. 8 public holidays)
- Pension scheme
- Life assurance
- A range of other benefits including retail
discounts, a wellbeing hub, holiday trading.
About us
Were Care Fertility,
were the largest private provider of IVF and fertility treatment in the UK.
We draw on the
knowledge of our wider team of over 600 dedicated doctors, embryologists,
nurses and support teams who all work together to ensure our patients get the
very best fertility treatment.
We are
leading the future of fertility healthcare and we help our patients through the
most innovative science supported by exceptional and intuitive digital
experience.
We dont
just care, we are Care.
This post is subject
to a DBS check.
Click APPLY now
to join Care Fertility.
Job description
Job responsibilities
As a Clinic Director you will provide inspirational leadership and operational excellence that will enable your Clinic to deliver 5* service every time, leading to high levels recommendation, customer satisfaction and colleague engagement.
You will run a highly efficient operation managing the P&L, ensuring the end-to-end process is and effective, being aware of and tracking critical activities to ensure consistent delivery, embracing best practise, and searching for improvement. You will embrace and collaborate with others and the core group resources designed to help you succeed.
You will set your clinic up to deliver outstanding outcomes at every stage of the journey, from first contact, to recommendations and into treatment. You will want to know we are doing a brilliant job at every stage of this journey, and when we dont, youll lead from the front taking action to resolve issues.
You will build a highly customer centric culture leading from the front, engaging with colleagues and customers being seen to be the face of the clinic to customer a critical person that understand their needs and journey, and involved in the outcome. Accessible as required to ensure that Patients understand and know you are at the heart of helping them to achieve their dream, and creating a workplace where colleagues know they can do their best.
You will ensure that your teams have the space to be brilliant whether thats the consultant or the receptionist, your approach will be to set them up to make the difference they can, and when they dont, youll actively manage performance to address gaps.
As a member of the Care Family, you will carry out your roles in a way that supports and delivers our shared values. You are caring, patient focused and committed to do your best.
KEY KPIs
Customer recommendation and quality scores
Colleague index
Consultation to treatment conversion
Complaint resolution and route cause
Clinic profitability
Product penetration
NHS penetration
Local community influence and reputation
Role accountabilities and duties:
Management Responsibilities
Lead a diverse team of direct reports with a leadership style and manner consistent to Care Fertilitys values.
Plan and direct the clinics activities to achieve agreed KPIs/targets alongside standards of quality, culture and legislative adherence.
Build effective relationships with key clinic stakeholders (Medical Director, Consultants, Heads of Department, third parties, satellite consultants etc). Ensuring effective cross-departmental communication via appropriate local management meetings.
Ensure direct reports drive accountability for successful delivery of KPIs throughout their teams.
Lead by example and be visible throughout the clinic on a daily basis.
Recruit, select and develop team members using the relevant Care policies and procedures. Ensuring that all new starts have an appropriate induction into their role.
Ensure that clear development pathways are identified and that succession plans are in place for key management roles.
Attending and contributing to meetings and driving forward the development of the overall operation.
Develop and demonstrate leadership and motivation within the clinic leadership team and promote team working.
Ensure best practice is embedded and shared to ensure the region delivers the highest standard of patient care at all times.
Ensure effective team and 1-1 communication on group-wide, local and team matters.
Provide appropriate development of team members according to their level of capability and competence.
Operational Functions/ Responsibilities
To oversee diary management of consultation and nurse appointments, working with the heads of department to ensure staffing resources are used efficiently and can adapt appropriately to patient demand.
Oversee the maintenance of the physical facility so it complies with all appropriate legislative requirements and is fit for the activities carried on within.
To be overall responsible for Estates Management (including contractors, PPM, security/fire, etc).
Oversee the effective management of the human resources of the Clinic according to HR policies and procedures.
Actively participate in Care's performance management and competency assessment processes and ensure that all direct reports have appropriate and regular Personal Development Reviews.
To attend and contribute to Group management meetings.
Openly sharing knowledge with colleagues and being a supportive mentor to others.
Treat everyone fairly and equally and encourage and embrace diversity within the team.
Promote Care services through media interviews and educational meetings.
Be an ambassador for Care Fertility.
Business Development
Develop a keen understanding of market dynamics that occur across the geographic area surrounding your clinic.
Development of appropriate business plans where new opportunities are identified e.g. satellite clinic opportunities.
To liaise and maintain relationships with NHS/CCG Commissioners, submit tenders and ensure effective management of CCG contracts.
Ensure that Care is consistently presented in a strong, positive image to external stakeholders, and that all external relationships are to the benefit of Care.
Financial Performance
Work with the Group Finance team on the setting of budgets and annual plans in order to ensure they are both robust and deliverable.
Take ownership and accountability for the clinics P&L, focusing on top-line growth and bottom-line outcome.
Responsible for the clinics volumes, activity, performance and regulatory compliance. Reporting progress to the Executive Management team as required.
Maintain appropriate staffing numbers so as to optimise business delivery and cause minimal service disruption.
Being up to date with the regulatory and governance framework by following Care's induction and learning pathways and participating in the competency assessment process.
Governance and safety
Together, with the multi-disciplinary team, ensuring that all processes are followed in accordance with the standard operating procedures.
Resolve and manage complaints in line with Care's complaint process.
Seek and be responsive to patient feedback and implement changes to enhance the delivery of the service and improve patient experience.
Maintain accurate and timely records.
Ensure role is performed in compliance with the HFEA Code of Conduct.
Proactively use the Datix incident reporting system to record any incidents and near misses. Act with integrity, being open and honest so that we learn from each other and achieve better outcomes.
Support quality management practices including participating in audit activities.
Follow Infection Control and Prevention policies and requirements.
Comply with Health and Safety policies and reporting requirements.
Undertake mandatory training and actively participate in the learning pathways provided by the Company.
Confidentiality and data
Maintain a high level of confidentiality at all times in accordance with the HFEA Code of Practice and Care's standard operating procedures.
To handle patient data responsibility by completing training on data protection and following Company requirements on data protection and information governance. Adhere to the principles of the General Data Protection Regulation 2016 and Data Protection Act 2018.
Maintain knowledge and develop professionally
Actively participate in the Personal Development Review process and the competency assessment processes for you and your direct reports. Challenge yourself to develop further.
Take ownership of your learning and skill development and engage with the learning opportunities available.
Job revision
The key accountabilities, responsibilities and duties of the role are inclusive but not limited to the detail included in this job description. Role requirements continually evolve. It is the practice of this Care Fertility Group Limited to periodically examine an employee's job descriptions and to update it to ensure that that it represents the role that is being performed.
The process of role review is jointly conducted by each manager in consultation with the employee. We will strive to reach agreement to implement reasonable changes, but if agreement is not possible management reserves the right to mandate changes to the job description commensurate with the employees level in the organisation following consultation.
Job description
Job responsibilities
As a Clinic Director you will provide inspirational leadership and operational excellence that will enable your Clinic to deliver 5* service every time, leading to high levels recommendation, customer satisfaction and colleague engagement.
You will run a highly efficient operation managing the P&L, ensuring the end-to-end process is and effective, being aware of and tracking critical activities to ensure consistent delivery, embracing best practise, and searching for improvement. You will embrace and collaborate with others and the core group resources designed to help you succeed.
You will set your clinic up to deliver outstanding outcomes at every stage of the journey, from first contact, to recommendations and into treatment. You will want to know we are doing a brilliant job at every stage of this journey, and when we dont, youll lead from the front taking action to resolve issues.
You will build a highly customer centric culture leading from the front, engaging with colleagues and customers being seen to be the face of the clinic to customer a critical person that understand their needs and journey, and involved in the outcome. Accessible as required to ensure that Patients understand and know you are at the heart of helping them to achieve their dream, and creating a workplace where colleagues know they can do their best.
You will ensure that your teams have the space to be brilliant whether thats the consultant or the receptionist, your approach will be to set them up to make the difference they can, and when they dont, youll actively manage performance to address gaps.
As a member of the Care Family, you will carry out your roles in a way that supports and delivers our shared values. You are caring, patient focused and committed to do your best.
KEY KPIs
Customer recommendation and quality scores
Colleague index
Consultation to treatment conversion
Complaint resolution and route cause
Clinic profitability
Product penetration
NHS penetration
Local community influence and reputation
Role accountabilities and duties:
Management Responsibilities
Lead a diverse team of direct reports with a leadership style and manner consistent to Care Fertilitys values.
Plan and direct the clinics activities to achieve agreed KPIs/targets alongside standards of quality, culture and legislative adherence.
Build effective relationships with key clinic stakeholders (Medical Director, Consultants, Heads of Department, third parties, satellite consultants etc). Ensuring effective cross-departmental communication via appropriate local management meetings.
Ensure direct reports drive accountability for successful delivery of KPIs throughout their teams.
Lead by example and be visible throughout the clinic on a daily basis.
Recruit, select and develop team members using the relevant Care policies and procedures. Ensuring that all new starts have an appropriate induction into their role.
Ensure that clear development pathways are identified and that succession plans are in place for key management roles.
Attending and contributing to meetings and driving forward the development of the overall operation.
Develop and demonstrate leadership and motivation within the clinic leadership team and promote team working.
Ensure best practice is embedded and shared to ensure the region delivers the highest standard of patient care at all times.
Ensure effective team and 1-1 communication on group-wide, local and team matters.
Provide appropriate development of team members according to their level of capability and competence.
Operational Functions/ Responsibilities
To oversee diary management of consultation and nurse appointments, working with the heads of department to ensure staffing resources are used efficiently and can adapt appropriately to patient demand.
Oversee the maintenance of the physical facility so it complies with all appropriate legislative requirements and is fit for the activities carried on within.
To be overall responsible for Estates Management (including contractors, PPM, security/fire, etc).
Oversee the effective management of the human resources of the Clinic according to HR policies and procedures.
Actively participate in Care's performance management and competency assessment processes and ensure that all direct reports have appropriate and regular Personal Development Reviews.
To attend and contribute to Group management meetings.
Openly sharing knowledge with colleagues and being a supportive mentor to others.
Treat everyone fairly and equally and encourage and embrace diversity within the team.
Promote Care services through media interviews and educational meetings.
Be an ambassador for Care Fertility.
Business Development
Develop a keen understanding of market dynamics that occur across the geographic area surrounding your clinic.
Development of appropriate business plans where new opportunities are identified e.g. satellite clinic opportunities.
To liaise and maintain relationships with NHS/CCG Commissioners, submit tenders and ensure effective management of CCG contracts.
Ensure that Care is consistently presented in a strong, positive image to external stakeholders, and that all external relationships are to the benefit of Care.
Financial Performance
Work with the Group Finance team on the setting of budgets and annual plans in order to ensure they are both robust and deliverable.
Take ownership and accountability for the clinics P&L, focusing on top-line growth and bottom-line outcome.
Responsible for the clinics volumes, activity, performance and regulatory compliance. Reporting progress to the Executive Management team as required.
Maintain appropriate staffing numbers so as to optimise business delivery and cause minimal service disruption.
Being up to date with the regulatory and governance framework by following Care's induction and learning pathways and participating in the competency assessment process.
Governance and safety
Together, with the multi-disciplinary team, ensuring that all processes are followed in accordance with the standard operating procedures.
Resolve and manage complaints in line with Care's complaint process.
Seek and be responsive to patient feedback and implement changes to enhance the delivery of the service and improve patient experience.
Maintain accurate and timely records.
Ensure role is performed in compliance with the HFEA Code of Conduct.
Proactively use the Datix incident reporting system to record any incidents and near misses. Act with integrity, being open and honest so that we learn from each other and achieve better outcomes.
Support quality management practices including participating in audit activities.
Follow Infection Control and Prevention policies and requirements.
Comply with Health and Safety policies and reporting requirements.
Undertake mandatory training and actively participate in the learning pathways provided by the Company.
Confidentiality and data
Maintain a high level of confidentiality at all times in accordance with the HFEA Code of Practice and Care's standard operating procedures.
To handle patient data responsibility by completing training on data protection and following Company requirements on data protection and information governance. Adhere to the principles of the General Data Protection Regulation 2016 and Data Protection Act 2018.
Maintain knowledge and develop professionally
Actively participate in the Personal Development Review process and the competency assessment processes for you and your direct reports. Challenge yourself to develop further.
Take ownership of your learning and skill development and engage with the learning opportunities available.
Job revision
The key accountabilities, responsibilities and duties of the role are inclusive but not limited to the detail included in this job description. Role requirements continually evolve. It is the practice of this Care Fertility Group Limited to periodically examine an employee's job descriptions and to update it to ensure that that it represents the role that is being performed.
The process of role review is jointly conducted by each manager in consultation with the employee. We will strive to reach agreement to implement reasonable changes, but if agreement is not possible management reserves the right to mandate changes to the job description commensurate with the employees level in the organisation following consultation.
Person Specification
Experience
Essential
- You will have managed large teams across a range of disciplines. Youre as comfortable resolving complaints as you are at influencing an enhanced patient experience.
Desirable
- Youll ideally be a General Manager, you may work in hospitality, you may even have been a Clinic/Practice Manager/Director within healthcare.
Person Specification
Experience
Essential
- You will have managed large teams across a range of disciplines. Youre as comfortable resolving complaints as you are at influencing an enhanced patient experience.
Desirable
- Youll ideally be a General Manager, you may work in hospitality, you may even have been a Clinic/Practice Manager/Director within healthcare.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.