Your role
What is yours, and what is never yours.
Who does what
Each role owns its own part of the work. If something isn’t on your list, it belongs to someone else.
Reception
Reports to Amani- 24-hour and 2-hour reminder calls
- Updates every status live, with a remark
- Checks patients in and marks them Arrived
- Takes payment before treatment
- Hands no-answers, changes and no-shows to the call center
- Line 03 and its WhatsApp
- Holds the product room key
Never: reschedules, cancels or follows up a patient.
Call center
Reports to Ali- Replies to every lead the same day
- Gives the price or offers a free consultation
- Books in the system, the tracking sheet and the team group
- Owns every follow-up after a handover
- Reschedules and cancels, with a reason code
- Line 08
Never: confronts reception directly. Problems go to your manager.
Technicians
Report to Amani- Treatments as booked, on time
- Real session times per area and machine, so bookings fit
- Logs every product taken from the product room
- Overtime for clinic patients, commission for your own
Never: gives a free session, or assists an outside doctor without approval.
Marketing
Ali & Ghadeer- Campaigns that bring the leads in
- Daily reports and follow-up on the numbers
- Line 01 (Marketing) and line 02 (Ghadeer, Zoho)
Never: asks reception directly why something wasn’t done. It goes through the manager.
Managers
Amani, Clinic Manager · Ali, Marketing Manager · both report to Mustafa, Owner- Answer for everyone on their team
- Give permission to leave a desk or the clinic
- Receive sick-leave calls and medical reports
- Hold the accountability meetings and fill the warning form
- Approve overtime before it happens
- Amani: product room access and the monthly count
Your team
One manager each. Problems travel up the line.
Reporting lines
You report to one person: your direct manager. They are responsible for you, and only they talk to you about your work.
Raising a problem with a colleague
Colleagues work together, but they don’t hold each other accountable. A problem with someone’s work goes to your manager, who takes it to theirs.
Going straight to the person
The call center asks reception “why didn’t you update this?” Marketing asks reception “why isn’t this on the system?”
Going through your manager
Tell your direct manager. They raise it with the other person’s manager, who handles it with their team.
Outside doctors
Clinic staff work for the clinic. You don’t assist an outside doctor, including the dentist, unless your manager has approved it.
Patients
From the first message to the treatment room.
The patient flow
Every lead follows one line. The call center owns it until it is booked. Reception owns the appointment day. Anything that falls off the line goes back to the call center.
Remark & status on every patient
Two fields in the system tell everyone where a patient stands. If it isn’t written there, it didn’t happen.
What we know
The details that matter: the treatment and areas, anyone coming with the patient, what they said on the call.
Where they are
Phone lines
Each line has one owner. Patients get answered from the right number, every time.
Payment comes first
The patient pays at reception before entering the treatment room. Technicians don’t start a session until it is paid.
Free consultations, never free sessions
A free session is a treatment given away. Nobody gives one, and nobody decides it on their own.
Free consultation
- Assessing the patient and the right treatment
- Explaining the plan and the price
Free session
- Any treatment session for free
- Deciding on one yourself
Your time
Hours, lateness, overtime and sick days.
Working hours & fingerprint
The shift starts at 11:00. A working day is 9 hours, including a 1-hour break. Every person clocks in and out with their own fingerprint, every day.
11:00
Measured by your fingerprint.
9 hours
8 hours of work and a 1-hour break.
Your own
In and out. Nobody clocks in for anyone else.
Lateness & absence
The same rule for everyone, from the start of your shift.
Overtime
You finish your 9 hours and go home. Overtime only happens when your manager asks for it, and it is paid.
Asked and paid
- Only when your manager asks, before it happens
- Every extra hour is paid
- No staying 10 or 12 hours unpaid
Overtime or commission
- Patient the clinic booked: overtime
- Patient you brought yourself: commission
Sick leave
15 sick days a year. Your manager is the person you tell, not a colleague.
Tell your manager
Call your direct manager as soon as you know.
Go home or stay home
Your manager arranges cover for your work.
Medical report
Bring it the next day you are back.
Accountability
Fair, written, and always heard first.
How mistakes are handled
A mistake reaches management through your manager. Nothing is decided until you have had a meeting and told your side.
A mistake happens
For example, leaving your desk without your manager’s permission.
It goes up the line
Your direct manager reports it.
One-to-one meeting
You explain what happened before any decision.
A decision
All clear, or the next step on the ladder.
Warnings
Every warning is written on one form and signed. A warning expires after 6 months, and you start again from a clean record.
- Violation
- Which rule was broken
- What happened
- The facts, with date and time
- Company position
- Why it matters to the clinic
- Required action
- What must change from now on
- Consequences
- What happens if it repeats
- Signatures
- Employee and manager
House rules
The clinic stays safe and professional.
Stay at your post
Your work and your desk are your responsibility during your shift. You don’t leave them to go and sit somewhere else.
Leaving without permission
Walking away from your work or your desk with no reason, or sitting in another room or another person’s space.
With a reason and your manager’s OK
Ask your direct manager first. Breaks are taken within your 1-hour break.
Smoking
Never inside the clinic. Smoking is on the balcony only, with the balcony door closed behind you.
Product room
Botox, skin boosters and every other product live in one locked room. Everything that leaves it is written down.
Always locked
The key stays at reception.
Three people
Amani, Adyan and Farzana.
Two at a time
Farzana enters with Amani or Adyan.
Every item
Logged in the sheet when it’s taken. Counted monthly.