Practise Manager

Introduction

We are looking for an experienced Practice Operations Manager to take responsibility for the day-to-day operational performance of a busy, high-quality dental practice.

This is not simply an administrative management position. The successful person will sit at the centre of the practice, bringing together people, clinicians, patients, systems, workflow and financial administration .

The clinical team is established and highly experienced. Your role will be to create the operational structure around them that allows the practice to run efficiently, provides an excellent patient experience and enables the team to perform at its best.

This position requires someone who combines strong operational discipline with genuine people leadership . You need to be comfortable solving problems, implementing systems, holding people accountable and having difficult conversations — while remaining calm, respectful and supportive.

The Values We Look For

Values are central to how this organisation operates and will form an important part of the selection process.

We believe in

• Doing what we say and saying what we do.

• Treating every person with openness, dignity and respect , regardless of position or background.

• Seeking different opinions and resolving disagreements through thoughtful discussion.

• Giving feedback promptly and receiving feedback constructively.

• Listening carefully to patients and employees, taking action and closing the loop.

• Creating an environment where people are encouraged to take ownership and perform exceptionally.

• Operating at the highest ethical and professional standards at all times .

• Doing what is right even when the easier option would be more convenient.

The Person We Are Looking For

You are likely to succeed in this role if

• You are exceptionally organised and people rely on you to follow things through.

• If you commit to something, you deliver it — or communicate early when circumstances change.

• You remain calm when the day does not go according to plan.

• You spot problems early and bring them forward rather than allowing them to grow.

• You listen properly and make people feel heard.

• You are comfortable giving feedback and equally comfortable receiving it.

• You can hold people accountable without humiliating or diminishing them.

• You prefer fixing the underlying system rather than blaming an individual.

• You are confident enough to challenge senior people respectfully when necessary.

• You care about both the patient experience and the employee experience.

• You notice good work and recognise it.

• You have high personal and professional standards.

• You are comfortable asking for specialist help when it is needed.

Duties & Responsibilities

Key Responsibilities

Practice Operations & Workflow

• Take ownership of the day-to-day running of the practice.

• Build and manage the master clinical schedule across practitioners, hygienists, rooms and equipment.

• Optimise chair utilisation and reduce unnecessary gaps, overruns and double bookings.

• Introduce and maintain reliable daily operational routines.

• Identify bottlenecks within the practice and implement practical solutions.

• Improve workflows rather than relying on individual people to compensate for inefficient systems.

• Coordinate operational projects and ensure changes are properly implemented and adopted.

Treatment Planning & Patient Coordination

• Manage the patient journey from consultation through to accepted treatment plan and completed treatment.

• Ensure treatment plans and quotations are prepared promptly.

• Track outstanding treatment plans and ensure appropriate patient follow-up.

• Explain treatment options, costs, medical aid position and financing clearly and without pressure.

• Coordinate communication between different clinicians where patients require multi-disciplinary treatment.

• Ensure patients experience one coordinated treatment journey rather than disconnected interactions between departments.

People Leadership & Culture

• Lead and support the practice team on a day-to-day basis.

• Manage staff rosters, leave, cover and onboarding.

• Reinstate structured performance reviews and development conversations.

• Recognise excellent work and build a culture where good performance is acknowledged.

• Support employee development and career growth.

• Address performance or behavioural concerns promptly and constructively.

• Build a working environment where people take ownership and are accountable for their responsibilities.

• Support team events, milestones and recognition initiatives.

Financial Administration, Billing & Medical Aid

• Take responsibility for efficient billing and claims administration.

• Manage medical aid submissions, rejected claims, resubmissions and coding issues.

• Monitor outstanding accounts and debtors.

• Implement disciplined debtor follow-up and escalation procedures.

• Resolve patient billing and payment queries professionally.

• Monitor collection performance and debtor days.

• Ensure accurate and timely financial information is available for management reporting.

Systems & Process Improvement

• Champion the effective use of practice management and workflow systems.

• Map existing workflows and identify where processes can be improved.

• Work closely with software and IT support teams when system changes are required.

• Gather feedback from users and communicate requirements clearly.

• Coordinate system implementation and staff training.

• Support employees through change rather than simply imposing new processes.

• Drive adoption and ensure new systems become part of normal practice operations.

Compliance, Facilities & Practice Administration

• Maintain the practice's compliance requirements and renewal schedules.

• Oversee areas including radiation and X-ray requirements, fire safety, first aid readiness, professional registrations and POPIA.

• Ensure equipment servicing and maintenance schedules are current.

• Coordinate repairs, maintenance and facilities requirements.

• Manage relevant practice and practitioner registrations.

• Maintain an effective patient recall system.

• Ensure operational and regulatory issues are dealt with before they become problems.

Desired Experience & Qualification

This role is primarily experience-driven . Strong practical healthcare practice management experience will carry significant weight.

Candidates must have

• Strong computer literacy and the ability to learn new systems quickly.

• Excellent written and verbal communication skills.

• Strong numerical and administrative capability.

• Own reliable transport.

• A valid driver's licence.

Experience Required

• At least 5 years' experience running or coordinating a busy healthcare practice.

• Dental, orthodontic or specialist medical practice experience is strongly preferred.

• Practical South African experience dealing with:

• Medical aid claims.

• Claim rejections and resubmissions.

• Medical coding.

• Reconciliations.

• Patient accounts and debtors.

• Proven experience managing and developing a team.

• Experience implementing operational processes and holding employees accountable to agreed standards.

• Strong experience working with practice management software.

• Confidence working directly with senior clinicians and practice owners.

• Experience dealing with difficult operational or people issues constructively.

• Strong numeracy and the ability to interpret debtors age analyses and financial information.

• Experience managing competing priorities within a busy, patient-facing environment.

Highly Advantageous

• Experience leading a software implementation or significant workflow redesign within a healthcare environment.

• Experience with project or task management platforms such as Asana.

• Treatment coordination experience.

• Patient financial counselling experience.

• Experience working within a m