Are you an experienced operations leader who thrives in a fast‑paced clinical environment? Do you love building high‑performing teams, improving patient experiences, and keeping a clinic running like a well‑oiled machine? If so, this is your opportunity to step into a pivotal leadership role across our growing network of medical and wellness clinics.

About the Role

As our Practice Manager, you’ll own the day‑to‑day running of our clinics—ensuring smooth operations, exceptional patient experience, empowered teams, and consistent delivery of our brand standards. Reporting to the Head of Operations, you’ll translate business strategy into practical, efficient, and patient‑centred execution at clinic level.

This role leads our front‑of‑house and admin teams, manages clinic workflow, oversees quality and compliance, and acts as the key operational decision-maker on site. No two days will be the same—this is a hands‑on leadership position built for someone who enjoys solving problems, improving systems, and supporting people.

What You’ll Lead

Clinic Operations (Core)

• Own daily clinic flow, rostering, and resourcing

• Ensure clinics run safely, smoothly, and efficiently

• Monitor schedules, wait times, and bottlenecks—taking action early

• Manage consult rooms, facilities readiness, and operational issues

Patient Experience

• Champion a seamless, high‑quality patient journey across all touchpoints

• Resolve routine complaints and service recovery

• Ensure consistent delivery of brand values and service standards

• Oversee calls, emails, portal interactions, and in‑clinic communication

• Escalate serious complaints or risks to the Head of Operations

People Leadership

You’ll directly lead:

• Lead Receptionist (Front of House Lead)

• Senior Administrator – Medical Admin & Rescripts

• Customer Service Coordinator

• Reception & other admin staff

Your leadership responsibilities include:

• Regular 1:1s, performance check‑ins, and coaching

• Rostering, leave, and workload management

• Onboarding & training of new staff

• Addressing performance issues promptly and fairly

• Building a positive, professional, high‑performance culture

Policies, Processes & SOPs

• Own clinic‑level SOPs and everyday ways of working

• Ensure staff are trained and consistently follow processes

• Identify gaps and improvement opportunities

• Align clinic SOPs with business-wide standards

Compliance, Risk & Documentation

• Support compliance calendar activities

• Ensure documentation and audit requirements are up to date

• Monitor privacy, safety, and clinical admin risks

• Escalate concerns to Head of Operations or CMO when needed

Facilities & Supplier Management

• Handle day‑to‑day facilities issues (maintenance, repairs, supplies)

• Liaise with building managers, contractors, and suppliers

• Oversee non‑medical consumables

Scheduling, Rostering & Doctor Utilisation

• Oversee scheduling to optimise doctor efficiency

• Maintain forward‑looking roster planning (3‑month view)

• Work with front‑of‑house leads to reduce gaps and inefficiencies

Finance & Operational Support

• Work with Finance on billing issues and payment troubleshooting

• Manage operational cost controls for supplies and facilities

• Provide practical input into budgets and forecasting

Continuous Improvement

• Identify workflow inefficiencies and lead improvements

• Partner with Digital & Transformation on automation priorities

• Ensure learnings are shared to prevent repeat issues

What You Can Decide

• Daily rostering and workflow changes

• Routine service recovery within policy

• Minor facilities/supplies decisions within budget

• Staff scheduling, leave approval, workload allocation

When You Escalate

• Serious patient complaints

• Compliance/privacy risks

• Budget or resourcing concerns

• Changes to policies or major operational decisions

Who You’ll Work Closely With

• Head of Operations

• Front of House Lead

• Senior Administrator (Medical Admin & Rescripts)

• Customer Service Coordinator

• Clinicians & CMO

• Finance

• Digital & Transformation

• Marketing & Brand

Success in This Role Looks Like

• High doctor utilisation

• Smooth appointment flow and reduced bottlenecks

• Strong patient feedback and timely complaint resolution

• High staff engagement and development

• Reliable training completion and process adherence

• Efficient, consistent, high-quality clinic operations