Practice Manager

The Practice Manager is accountable for ensuring that daily practice operations run smoothly, efficiently, and in alignment with the company's mission of delivering superior patient care and service. The Practice Manager will oversee all teams, support the maintenance of facilities and equipment, support business development, and ensure compliance with dental regulations and internal SOPs, Procedures and Policies.

Key Responsibilities

Multi-Site Oversight: Manage daily operations across all three dental branches (Chaguanas, San Fernando, Maraval) and the Spa to ensure consistent quality standards, service delivery, and operational efficiency. Leadership & Stuff Supervision: Supervise and support clinic supervisors, spa personnel, and frontline team members.

Conduct performance evaluations, training plans, and disciplinary actions in alignment with HR policies. Employee Appraisals & Probation Management: Conduct and ensure timely performance appraisals for all staff. Monitor probation periods, conduct formal evaluations, provide feedback, and make retention recommendations.

Maintain documentation of all reviews and outcomes. Conflict Resolution & Disciplinary Action: Investigate employee complaints, interpersonal conflicts, or breaches of protocol. Maintain fairness and confidentiality in all investigations. Document findings, issue written warnings when necessary, and recommend further disciplinary action per HR policy.

Clinical Coordination: Assist Clinic Coordinator in ensuring successful workflows between dental assistants, and associate dentists as well as the principal dentist who perform specialized procedures (Invisalign, implants, bridges, dentures). Ensure optimal chair-time utilization and schedule coordination. Lab & Vendor Management Oversight: Manage communication and service levels with the external dental lab (for crowns, dentures, bridges, etc.)

, ensuring timely delivery and quality assurance. Facility Management Oversight: Ensure the physical infrastructure of all locations is safe, clean, and functional. Oversee maintenance logs, repairs, and follow up on timely resolution of facility issues. Equipment Oversight: Oversee repairs and maintenance requirements for all dental, sterilization, and spa equipment.

Ensure Clinic Coordinator monitors working conditions of autoclaves, dental chairs, suction units, compressors, and IT hardware. Compliance & Regulatory Oversight: Maintain compliance with OSHA, infection control protocols, radiology safety, medical waste disposal regulations, and Ministry of Health guidelines. Front Office Operations Oversight: Oversee the effectiveness and professionalism of the front desk, including patient check-in/out, call handling, appointment scheduling, recall systems, and data entry in Eaglesoft.

Customer Service Excellence: Champion a culture of excellent patient care and service delivery. Resolve escalated patient complaints and follow up to closure. Review patient feedback and take corrective actions as needed. Training & Development: Design and implement onboarding and ongoing training programs for front office and clinical support staff.

Ensure all employees adhere to the Gentle Dentistry brand standards, policies, and procedures. Marketing & Promotions Support and Oversight: Oversee internal marketing team or agencies campaigns, SPA promotions and dental services, and monitor health-fair effectiveness. Ensure marketing team materials are well-stocked, displayed, and returned to office in good working condition.

Ensure accountability for all equipment and tools used for marketing and promotional purposes. Inventory & Procurement Management: Oversee inventory usage across sites, ensuring cost control, stock rotation, and timely replenishment of clinical, office, and SPA supplies. Financial Administration Support: Work with the finance department and clinic supervisors to ensure all Associate Dentists follow correct walkouts and billing procedures on Eaglesoft.

Ensure procedures are in place and effective for recovery of outstanding patient balances. Identify possible areas of revenue leakage or inefficiency. IT Systems Oversight: Liaise with external IT support/provider to ensure reliable function of all IT hardware, to protect and secure patient records and scheduling. Coordinate basic IT troubleshooting and liaise with IT support for all locations.

Spa Operations Oversight: Oversee daily operations of Spa to ensure alignment with brand quality, expectations, safe clinical practices, and high customer satisfaction. Ensure collaboration between Dentistry dept and Spa. Health & Safety Enforcement: Monitor and enforce infection prevention procedures, sterilization, and overall clinic hygiene.

Ensure employee PPE is available and worn properly. Reporting & Communication: Provide operational updates to the Directors. Maintain documentation, meeting notes, incident reports, customer complaints, and internal memos. Culture & Professionalism: Model and enforce a culture of excellence, accountability, and teamwork.

Ensure all team members present a professional image aligned with the Company's Gold Standard. Continuous Improvement: Collaborate with the Directors on operational strategies, expansion opportunities, patient retention, and revenue growth initiatives. Lead or support infrastructure projects, renovations, equipment upgrades, and digital transformation initiatives.

Requirements

First degree in a Social Science field or Health Care. Minimum of three (3) years of experience working in a mixed small practice (with 5–8 employees maximum). OR ten (10) to fifteen (15) years of experience in a similar environment with CSEC passes. Experience in a small practice will be considered beneficial. HR experience is beneficial Valid Driver's Permit.

Clean driver's record.