Practice Manager
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Job summary
The Practice Manager oversees the daily operations and overall performance of Smile360’s Ikoyi Practice, ensuring efficient service delivery, excellent patient experience, team accountability, and operational excellence. This role also supports revenue growth, compliance, workflow optimization, and continuous improvement across all teams.
Min Qualification:
HND
Experience Level:
Senior level
Experience Length:
7 years
Language Requirement:
English
Working Hours:
Full Time - 9 to 5
Applicant Location:
Lagos, Nigeria
Job descriptions & requirements
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 utilization
- Work closely with the Revenue Growth Manager to improve revenue performance and treatment conversion
- Support optimization of provider schedules, chair utilization, and patient flow
- Ensure proper revenue capture and minimize 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
Responsibilities:
- Bachelor’s Degree/HND in Healthcare Administration, Business Administration, Operations Management, or related discipline
- Relevant certifications in healthcare management, operations, project management, or leadership will be an added advantage
- 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
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