Clinic Director (Vietnamese - Medical Background required)

I. FUNCTIONAL OBJECTIVES

The Clinic Operations Director is a senior leadership role responsible for overseeing end-to-end clinic operations, ensuring excellence in patient care, service delivery, and cross-functional team management. The position holds direct responsibility for non-clinical operations, Sales, Marketing, Procurement, Customer Service, and Clinic Expansion, driving strategic growth and service consistency across the clinic network.

II. JOB RESPONSILITIES

1. Clinic Operations & Patient Experience

• Direct daily operations across all clinics, ensuring efficient workflows between clinical and non-clinical teams.

• Standardize and continuously improve operational procedures (SOPs), patient flow, documentation, and regulatory compliance.

• Monitor quality of care, waiting times, and facility cleanliness to uphold a high level of patient satisfaction.

• Ensure clinics meet all licensing, compliance, hygiene, and regulatory standards as required by Vietnam’s Ministry of Health.

• Monitor clinical infrastructure, equipment readiness, and facility maintenance.

2. Sales & Business Growth

• Oversee and develop the sales strategy to drive patient acquisition, service usage, and customer lifetime value.

• Lead and support sales teams (in-house or field-based) to meet performance KPIs in both B2C and B2B channels (corporate wellness, insurance, hospital partners).

• Identify growth opportunities through bundled packages, seasonal campaigns, patient referral programs, and channel diversification.

• Provide market intelligence to support pricing strategies and competitive positioning.

3. Marketing, Branding & Communications

• Direct and manage all marketing functions, including digital marketing (social media, SEO, performance ads), traditional marketing, public relations, and events.

• Monitor the content, creative, and design teams to execute cohesive marketing campaigns aligned with business objectives.

• Monitor marketing performance (ROAS, CAC, patient conversion funnel) and continuously optimize for efficiency.

• Coordinate with the Medical Team to execute marketing initiatives, including public health campaigns, seminars, and awareness programs

• Lead initiatives to strengthen the clinic’s brand image and thought leadership, including partnerships, testimonials, influencer outreach, and educational content.

4. Team Management & Interdepartmental Leadership

• Build, mentor, and lead high-performing teams across Operations, Sales, Marketing, and Customer Service.

• Set clear departmental goals, KPIs, and performance management systems.

• Foster a collaborative, accountable, and patient-centric workplace culture.

• Coordinate closely with clinical directors and medical leads to align support operations with care delivery goals.

5. Strategic Planning & Network Expansion

• Contribute to strategic decision-making on clinic expansion (new sites, new services, new regions).

• Lead operational setup of new branches (recruitment, training, SOP implementation, marketing launch).

• Research and pilot new service offerings based on patient trends and business goals.

6. Procurement & Inventory Oversight

• Manage the procurement of medical supplies, pharmaceuticals, devices, and operational materials across the clinic network.

• Build relationships with local and international suppliers; negotiate pricing, contracts, and service terms.

• Ensure procurement complies with internal standards, regulations, and usage forecasts to reduce waste and ensure continuity of service.

• Work closely with inventory control and clinical teams to maintain optimal stock levels and timely replenishment.

• Bachelor’s degree or higher in Healthcare Administration, Hospital Management, or a related field.

• At least 05 years’ experience in a clinic/hospital or healthcare facility management with strong operational oversight skills.

• Strong leadership and team management skills

• Strong knowledge of healthcare regulations, compliance standards, and quality management processes. (hospital/clinic’s SOPs)

• Experience in staff supervision, including performance management and professional development.

• Analytical mindset with the ability to identify areas for improvement and drive efficiency.

• Professional written and verbal communication skills in English.