Manager, Clinic Operations & Service Excellence

Job Title: Manager, Clinic Operations & Service Excellence

Department: Operations & Patient Experience

Reporting to: Vice President, Operations

Working Type: On Site

Schedule: Monday – Friday, 8.5 hour days

ABOUT CLEVELAND CLINIC

As a global, academic medical centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921. Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and has two locations in downtown and midtown Toronto. Our multi-disciplinary team of clinicians provides a variety to help our patients’ age well and move better. To learn more visit www.clevelandclinic.ca.

GENERAL SUMMARY

The Manager, Clinic Operations & Service Excellence provides day-to-day operational leadership for a large outpatient clinic, ensuring efficient clinic operations and an exceptional patient experience. The role leads the Facilities and Patient Service Representative teams, oversees vendor and facilities relationships, and manages the clinic phone system and patient survey program. Working collaboratively with clinical and support service leaders, the Manager drives service excellence, operational performance, and continuous improvement across the clinic.

PRINCIPLE DUTIES AND RESPONSIBILITIES

Operational Leadership & Site Management

• Oversee daily clinic operations, maintaining a consistent on-site presence five days per week.
• Ensure operational workflows, systems, and services function effectively to support clinic continuity.
• Identify and resolve operational issues, coordinating resources and escalating concerns as appropriate.

Team Leadership

• Directly manage Facilities Lead and Patient Service Representative team members.
• Lead hiring, onboarding, scheduling, coaching, performance evaluations, and corrective action in partnership with HR.
• Foster a culture of accountability, service excellence, and continuous improvement through regular feedback, training, and staff development.

Service Excellence & Performance Management

• Oversee front-line service delivery and operational efficiency, ensuring a consistently high-quality experience for patients and visitors.
• Monitor operational performance against established KPIs, identify service gaps, and implement improvement plans.
• Use data and feedback to evaluate outcomes, address root causes, and drive measurable improvements.

Cross-Functional Collaboration

• Build effective working relationships with clinical and operational leaders to coordinate operations and resolve cross-functional issues.
• Align teams around shared priorities and facilitate timely communication and resolution of operational concerns.

Vendor & Facilities Management

• Serve as the primary operational contact for external vendors and building/property management.
• Oversee vendor performance, service agreements, maintenance coordination, and facility-related issues.
• Ensure the clinic environment is safe, clean, and well maintained for patients, Caregivers, and physicians.

Phone System Oversight

• Oversee phone tree configuration and messaging, partnering with the managed IT service team to implement required changes.
• Monitor call volume, abandonment rates, wait times, and other phone performance metrics against established KPIs, implementing improvements as needed.

Patient Survey Program Management

• Oversee the patient satisfaction survey platform (Qualtrics) and serve as the primary contact for the external survey vendor, ensuring data integrity and appropriate handling of patient feedback.
• Communicate key findings to clinical and operational teams and coordinate follow-up actions to address identified issues.

MINIMUM QUALIFICATIONS

Education and Experience

• Bachelor’s degree in healthcare administration, business administration, or a related field, or an equivalent combination of education and experience.
• 5–8 years of progressive operations or management experience, preferably in an outpatient clinic or healthcare setting.
• Demonstrated experience leading and developing front-line teams, including managing through other leaders.
• Experience managing vendors, service agreements, and/or facilities.

Knowledge, Skills and Abilities

• Strong analytical skills, with the ability to interpret data and drive measurable improvements.
• Excellent communication, problem-solving, and relationship-building skills.
• Demonstrated accountability, sound judgment, and the ability to prioritize and make timely decisions in a fast-paced environment.
• Ability to lead teams, reinforce service standards, and foster a culture of continuous improvement.
• Ability to collaborate effectively across clinical, operational, and support service teams.
• Experience holding vendors and property management partners accountable for service quality and responsiveness.
• Knowledge of patient experience metrics and survey platforms; Qualtrics experience preferred.

The salary range reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidates’ experience, education, training and alignment with the role’s expectations.

Cleveland Clinic Canada is proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. Accommodations are available upon request for all aspects of the recruitment process, including the review of job postings. If you require any accommodations, please let us know.