Clinic Operations Manager

Position overview

The Clinic Operations Manager is responsible for the seamless daily operation of both clinical support and premium hospitality functions. Reporting directly to the Head of Operations & Nursing, this role drives site-level performance while proactively collaborating with peer managers across the group to optimise shared resources, staffing, and patient flow.

Reporting lines

Direct report to: Head of Operations & Nursing
Collaboration mandate: High-frequency coordination with peer Clinic Operations Managers across all group sites.

Key accountabilities

1. Daily operational & clinical oversight

Patient affairs — administration
Manage the administrative core of the clinic, overseeing patient registration, billing accuracy, insurance coordination, and data integrity.

Patient relations — experience
Lead all patient-facing interactions, ensuring a five-star hospitality experience, managing VIP requirements, and driving service recovery when issues arise.

Pharmacy & nursing — logistics
Provide both clinical & non-clinical operational leadership to Pharmacy and Nursing teams, focusing on scheduling, resource fulfilment, and workflow integration with the administrative front end.

Facilities & hospitality
Uphold hospital-grade cleanliness alongside a luxury-hotel aesthetic throughout the facility.
Oversee cleaning crews and barista teams to ensure the environment is pristine and food & beverage service meets the group's premium standards.

1. Group collaboration & resource agility

Act as a key member of the group's leadership network, coordinating with managers at other sites to load-balance patient volumes and share resources during peak periods.
Manage the flexible deployment of staff — including Patient Affairs and Nursing support — across sites to cover gaps, prevent burnout, and maintain consistent service levels.
Work with the Head of Operations & Nursing to ensure standard operating procedures are fully standardised, enabling staff to transition between locations without friction.

1. Workforce & rota management

Design and own the master schedule for all direct reports, ensuring 100% coverage across Patient Affairs, Patient Relations, Nursing, Pharmacy, and Facilities.
Align Nursing shifts with Doctor consultation hours and ensure Pharmacy staffing matches peak discharge windows.
Manage leave planning, absence cover, and contingency scheduling to maintain uninterrupted service delivery.

1. Facility integrity & regulatory compliance

Conduct rigorous daily walkthroughs of the entire facility — barista stations, patient lounges, and clinical rooms — ensuring all areas meet applicable health authority standards and the group's luxury brand guidelines.
Oversee the procurement and stock management of non-medical inventory, ensuring the facility is consistently equipped to serve patients and staff.
Maintain accurate compliance records and support audit readiness in line with regulatory requirements.

Requirements

• Experience: 5+ years in healthcare operations, ideally within a multi-site private clinic or luxury medical centre.
• Leadership style: A matrix leader who can manage the technical demands of a Pharmacy and the hospitality expectations of a barista team with equal fluency.
• Agility: Proven ability to resolve staffing gaps and redirect patient flows in real time.
• Technical: Proficiency in EMR (Electronic Medical Records) and advanced workforce scheduling software.