Clinical Support Manager

Job Description

We're looking for an experienced and people-focused Clinical Support Manager to join the leadership team across our Kerikeri and Paihia practices.

Working closely with the Lead Dentist, Practice Manager and Front Desk Manager, you'll play an integral role in driving practice performance, supporting operational success and ensuring an exceptional patient experience.

You'll lead, manage and develop a team of approximately 17 staff members, fostering a positive, high-performing culture where people feel supported, engaged and motivated to do their best.

This is a varied and rewarding leadership opportunity, combining people management, clinical support coordination, business performance and operational responsibilities. You'll bring strong commercial acumen, excellent relationship-building skills and the ability to turn insights into meaningful action.

The successful candidate will be patient-focused, emotionally intelligent and a confident communicator who enjoys working with a diverse range of people.

Hours: 35 hours per week, across four days, with Wednesdays as your designated day off.

The Day-to-Day

Clinical Support, Team Leadership & Development

• Lead, manage and support the Clinical Support team across both Kerikeri and Paihia practices.
• Provide ongoing coaching, training, guidance and constructive feedback to team members.
• Ensure the team delivers efficient, high-quality clinical support to our dentists and clinicians, overseeing dental assisting, sterilisation and laboratory responsibilities.
• Promote a patient-first culture and ensure the team consistently contributes to a positive patient experience.
• Conduct regular one-on-one meetings, performance reviews and development discussions.
• Address performance concerns, interpersonal issues and workplace challenges in a timely and professional manner.
• Encourage accountability, engagement, teamwork and effective communication.
• Recognise team achievements and foster a positive and supportive working environment.
• Coordinate and oversee after-school junior staff, delegating responsibilities as required.
• Escalate significant employee relations or performance matters to the Practice Manager or appropriate management personnel.
• Assist with delegated Practice Manager responsibilities during periods of leave to ensure continuity of practice operations.

Rostering & Operational Management

• Manage and coordinate staff rosters across both practices, ensuring appropriate staffing levels and clinical coverage.
• Prepare rosters, considering annual leave, planned absences, clinical requirements and operational demands.
• Monitor staffing levels, wages and clinical demand to ensure effective resource allocation.
• Coordinate sick leave and arrange appropriate staffing cover.
• Maintain accurate daily staff allocations and communicate roster changes to relevant team members.
• Monitor staff hours, additional shifts and time balances, including time off in lieu.
• Review and oversee weekly staff timesheets and Self-Service submissions.
• Manage changes to employee working hours through formal employment variation processes.
• Provide reception cover and assist with front desk duties when required.
• Oversee Ministry of Health administration, including claims, prior approval applications and ensuring accurate and timely submissions.

Business Performance & Revenue Support

• Support the Practice Manager in monitoring the financial performance of both practices.
• Complete regular dentist revenue reporting to monitor clinical productivity and utilisation.
• Prepare monthly dentist discount and adjustment reports.
• Complete regular Practice Health Checks to monitor key revenue and operational performance indicators.
• Maintain a strong understanding of practice and dentist dashboards, reviewing performance data and identifying trends.
• Work collaboratively with the leadership team to develop and implement strategies that improve productivity, profitability and overall practice performance.
• Use Excel extensively to prepare, manage and analyse financial reports and performance data.

Health & Safety

• Lead by example and promote positive health and safety behaviours across both practices.
• Proactively encourage a strong health and safety culture.
• Ensure all incidents are recorded in Risk Manager, conducting investigations and implementing appropriate corrective actions where required.
• Ensure compliance with Lumino policies, procedures and relevant legislative requirements.

Qualifications

What You'll Bring

People Leadership

• Demonstrated experience leading, managing and developing teams.
• Strong coaching, communication and relationship-building skills.
• Confidence managing challenging conversations and resolving workplace issues.
• An approachable, supportive and confident leadership style.
• A genuine commitment to living and championing organisational values.

Commercial & Business Acumen

• An understanding of business operations and commercial performance.
• Ability to interpret financial and operational information and identify opportunities for improvement.
• Confidence monitoring revenue, productivity and performance indicators.
• A proactive approach to improving efficiency and achieving business objectives.

Patient Experience

• A strong commitment to delivering an exceptional patient experience.
• A genuine interest in building long-term patient relationships and exceeding expectations.
• A warm, friendly and approachable manner, even under pressure.
• The ability to maintain the highest standards of privacy and confidentiality.

Administration & Systems

• Excellent organisational and administrative skills, with outstanding attention to detail.
• Advanced proficiency in Exact, Microsoft Word and Excel.
• Confidence preparing, reviewing and analysing reports and performance information.

Communication & Relationship Building

• Excellent written and verbal communication skills.
• Well-developed influencing skills and the ability to achieve positive outcomes.
• The ability to build strong, productive relationships with a diverse range of stakeholders, including the wider practice team, Regional Manager, Support Office, contractors and suppliers.
• Self-awareness, a willingness to learn and a commitment to ongoing development.

Organisation & Prioritisation

• Strong time management skills and the ability to manage competing priorities.
• Resilience and the ability to remain focused in a busy environment.
• A proactive mindset, always looking for opportunities to improve processes and efficiency.

Additional Information

Our eight-chair Kerikeri practice and two-chair Paihia practice serve a loyal patient base in one of New Zealand's most desirable lifestyle destinations.

Offering a comprehensive range of dental services, from general dentistry to advanced treatments such as orthodontics, implants and same-day crowns, our teams are passionate about providing quality care to our local communities.

This is a fantastic opportunity to combine your leadership and business skills with a rewarding role in a beautiful part of New Zealand.

If you're someone who enjoys leading people, thrives on variety and wants to make a meaningful contribution to both team success and patient care, we'd love to hear from you!

Let's care for our community, together. Apply today and join the friendly teams at Lumino Kerikeri and Paihia.