Position Summary
We are seeking a proactive, organized and hands-on Clinic Manager to take ownership of the day-to-day non-clinical operation of a busy family medicine and walk-in practice. The purpose of the role is to ensure the clinic runs reliably and efficiently while reducing the physician owner's involvement in routine administrative and operational matters.
This is a working management role full time (oniste), based in Vaughan, Ontario. The successful candidate will supervise staff, improve workflows, coordinate schedules, oversee administrative billing processes, manage vendors and supplies, resolve routine patient-service issues, and build practical systems that make the clinic less dependent on physician oversight.
Core objective: Ensure the clinic runs smoothly, professionally and efficiently without the physician owner having to personally manage routine day-to-day administrative problems.
Key Responsibilities & Expectations
1. Daily Clinic Operations
- Oversee daily opening, closing, room readiness, reception flow, phones, faxes and general clinic organization.
- Act as the first point of escalation for routine non-clinical operational problems and ensure issues are followed through to completion.
- Monitor patient flow and identify recurring bottlenecks, delays or administrative breakdowns.
- Ensure front-desk procedures are consistently followed and that staff understand daily priorities and responsibilities.
- Maintain practical opening, closing and contingency checklists for staffing shortages, equipment issues and service interruptions.
2. Staff Leadership & Performance
- Prepare and maintain staff schedules, including vacation, sick-day and short-notice coverage.
- Assign duties, clarify responsibilities and ensure appropriate coverage of reception, phones, referrals, scanning and other administrative functions.
- Monitor punctuality, attendance, productivity and professional conduct; address routine performance concerns promptly and respectfully.
- Lead regular staff huddles/meetings, communicate changes and document action items.
- Support probationary and performance reviews, coaching, training and progressive improvement plans where required.
- Cross-train staff to reduce dependence on any one employee for essential clinic functions.
3. Recruitment, Onboarding & Training
- Support recruitment of MOAs and other administrative staff by screening applicants, coordinating interviews and checking references as directed.
- Coordinate new-hire onboarding, clinic orientation, system access, training schedules and completion of required documentation.
- Maintain onboarding and training checklists so new staff can become productive quickly and consistently.
4. Physician Scheduling, Access & Patient Flow
- Maintain physician appointment templates and implement agreed booking rules for routine, same-day, walk-in, virtual and telephone appointments.
- Monitor unused capacity, avoidable schedule gaps and booking patterns; work with reception to improve schedule utilization.
- Ensure staff use appointment types appropriately and understand when to escalate booking questions.
- Coordinate physician vacations, locum schedules and operational changes to clinic hours or appointment availability.
- Identify recurring access problems and recommend practical adjustments to improve patient flow without disrupting physician workload.
5. Reception, Phones & Patient Service
- Set and reinforce standards for telephone answering, voicemail, callbacks, appointment booking and patient-facing communication.
- Ensure prescription-renewal requests, forms, referrals, faxes and other administrative requests are routed according to clinic procedures.
- Resolve routine patient complaints and service issues professionally, documenting and escalating only when appropriate.
- Reduce unnecessary interruptions to physicians by ensuring staff know what can be handled administratively and what requires clinical input.
- Maintain scripts or written guidance for common reception questions, clinic policies and uninsured-service fees.
6. Billing, Payments & Uninsured Services
- Oversee administrative billing workflows and ensure rejected or incomplete claims are identified and followed up appropriately.
- Ensure staff consistently identify and collect fees for uninsured services according to the clinic fee schedule.
- Monitor payment collection, receipts and outstanding administrative balances, and investigate recurring gaps in collection.
- Maintain clear workflows for forms, medical-record requests, lawyer/third-party requests, TB testing, vaccine administration and other uninsured services.
- Escalate unusual billing questions or significant financial issues to the physician owner rather than making clinical or legal determinations.
7. EMR, IT, Phones & Vendors
- Promote consistent administrative use of the EMR, including task queues, document routing, scanning, referrals and appointment workflows.
- Coordinate routine issues involving clinic phones, computers, printers, label printers, scanners, internet, Wi-Fi and payment terminals.
- Act as the primary operational contact for non-clinical vendors, including IT, phone/internet, cleaning, equipment and supply companies.
- Obtain quotes, track unresolved service issues and follow up on vendor commitments rather than routinely passing them to the physician owner.
- Know when an issue requires professional IT, privacy, legal or clinical support and escalate appropriately.
8. Supplies, Equipment & Facilities
- Maintain appropriate stock levels for medical, phlebotomy, office, printer and cleaning supplies.
- Develop a simple inventory/reorder system to prevent avoidable stock-outs and unnecessary over-ordering.
- Compare suppliers and pricing where appropriate, coordinate equipment maintenance and track recurring facility issues.
- Ensure clinical and administrative areas remain organized, presentable and functional.
9. Policies, SOPs & Continuous Improvement
- Create, update and maintain practical clinic SOPs, checklists and staff instructions for recurring administrative processes.
- Identify problems that repeatedly consume physician or staff time and redesign the underlying workflow rather than repeatedly managing the same issue.
- Track a small number of useful operational measures such as schedule utilization, phone responsiveness, staff attendance, administrative turnaround, billing issues and patient complaints.
- Review recurring expenses and operational inefficiencies and recommend reasonable cost or workflow improvements.
10. Reporting & Ownership Communication
- Provide the physician owner with a concise regular operations update covering staffing, unresolved issues, risks, expenses and actions taken.
- Bring significant problems with the relevant facts, options and a recommended solution whenever possible.
- Maintain an action/issue log and ensure delegated tasks are closed rather than lost between conversations or staff members.
- Escalate promptly when a matter involves clinical judgment, significant financial commitment, legal/regulatory risk, serious HR issues or physician-specific professional matters.
What Success Looks Like
- Routine staffing, scheduling, vendor, supply and reception issues are handled without physician involvement.
- Staff know what is expected of them and are held accountable consistently and fairly.
- Front-desk workflows, phone handling and administrative turnaround become more reliable.
- Physician schedules are used efficiently, with fewer avoidable gaps and clearer booking practices.
- Uninsured fees and routine billing follow-up are applied consistently.
- Recurring clinic problems increasingly have documented processes or checklists rather than relying on verbal instructions.
- The physician owner receives fewer interruptions and more concise, decision-ready escalations.
Required Qualifications & Experience
- Previous experience in a medical clinic, healthcare practice or comparable patient-facing healthcare environment.
- Prior supervisory, team-lead or management experience strongly preferred.
- Strong organization, prioritization, follow-through and problem-solving skills.
- Confidence setting expectations, delegating work, coaching staff and addressing performance issues professionally.
- Comfort using EMRs, Microsoft Office/Google Workspace, scheduling systems, payroll/timekeeping tools and general office technology.
- Working knowledge of clinic billing, uninsured services, privacy/confidentiality and Ontario healthcare administrative workflows is an asset.
- Clear and professional written/verbal communication with patients, physicians, staff, vendors and external organizations.
Ideal Candidate
We are looking for an operator, not simply a senior receptionist. The ideal candidate is proactive, dependable, calm under pressure and comfortable taking responsibility. They notice recurring problems, create practical systems to prevent them, make sensible decisions within their authority and know when an issue genuinely requires physician involvement.
First 90 Days
- Days 1-30 - Learn: Understand staff roles, physician schedules, phone/EMR workflows, billing processes, vendors, supplies and recurring pain points.
- Days 31-60 - Standardize: Clarify responsibilities and implement practical booking, phone, inventory, onboarding and issue-tracking processes.
- Days 61-90 - Own: Independently manage routine staff and operational matters, lead staff meetings, manage vendors and provide a concise operations report with recommendations.
Pay: $25.00-$30.00 per hour
Work Location: In person
