Pure Sports Medicine
Front of House Manager
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Front of House Manager - 14 month fixed term contract
The Front of House Manager plays a pivotal role in ensuring the smooth and efficient operation of front desk and administrative functions across all PSM clinics. This position requires exceptional leadership skills to oversee administrative teams, meticulous attention to detail for effective rota management, adept handling of absence management, and comprehensive HR support including regular 1-1s and performance management. The ideal candidate will excel in fostering a positive work environment, delivering exceptional customer service, and optimising the patient experience to uphold the clinics’ reputation for excellence.
Responsibilities
Direct Line Management:
- Lead, mentor, and empower administrative teams, cultivating a culture of collaboration, professionalism, and continuous improvement.
- Provide ongoing coaching and feedback to staff, recognising achievements and addressing performance issues promptly and constructively.
- Conduct regular performance evaluations and development discussions, setting clear goals and objectives aligned with organisational priorities.
Recruitment:
- Ensure staffing levels for the administration team are maintained at appropriate levels and standards at all times to meet the clinic needs and business forecasts.
- Proactively recruit new members of the administration team.
- Ensure a fair and inclusive interview process for all applications.
- Utilise your expertise in interviewing techniques to conduct a thorough assessment of candidates' qualifications, skills, and cultural fit.
- Build a talented and diverse workforce that aligns with the company's values and objectives.
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Effective Rota Management:
- Develop and maintain staff schedules with meticulous attention to detail, ensuring adequate coverage for all shifts across all PSM clinics.
- Anticipate and proactively address staffing gaps or conflicts, implementing creative solutions to maintain operational efficiency and service excellence.
Sickness and Annual Leave Management:
- Implement robust processes and protocols for recording and managing sickness absence, adhering to company policies and legal requirements.
- Monitor and analyse trends in absences.
- Manage annual leave requests fairly and transparently, balancing the needs of the business with the personal preferences and well-being of staff members.
HR Support for Administrative Teams:
- Serve as a trusted resource and advocate for administrative staff, providing guidance, support, and resources to address HR-related questions or concerns.
- Conduct regular 1-1 meetings with team members to foster open communication, discuss career aspirations, and provide personalised development opportunities.
- Lead by example in promoting a culture of respect, inclusivity, and accountability, championing diversity and equity initiatives within the workplace.
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Customer Service and Patient Experience:
- Set high standards for customer service excellence, ensuring that front desk staff embody professionalism, empathy, and efficiency in all patient interactions.
- Monitor patient feedback channels and satisfaction scores, analysing data to identify trends, opportunities for improvement, and areas of excellence.
IT and Systems:
- Set up all administrative starters on Meddbase and other IT systems required.
Previous Experience / Qualities Required:
- Proven track record of leadership and managerial experience, preferably in a healthcare or clinic environment.
- Comprehensive understanding of HR principles, and best practices in performance management and employee relations.
- Exceptional communication, interpersonal, and conflict resolution skills, with a focus on fostering a positive and inclusive work culture.
- Strong analytical and problem-solving abilities, with a keen eye for detail and a proactive approach to operational challenges.
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