HUM2N
Multi Site Practice & Operations Manager
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Multi-Site Practice Manager
HUM2N | Chelsea and Six Senses London
Reports to: CEO
Working pattern: Full-time across both sites
Base salary: £50,000–£55,000, with a quarterly performance bonus under a separate written agreement. OTE £65-70k p.a.
Role Purpose
Lead the operational and commercial performance of HUM2N’s Precision Medicine, Longevity Therapies and Regenerative Aesthetics services across both sites.
The Practice Manager turns the business plan and Daily Performance Dashboard (DPD) into clear priorities for managers, practitioners and FOH. The role owns appointment delivery against budget, patient-journey execution, financial controls, people management and improvement of recurring service problems.
The Practice Manager has authority to hold every service and practitioner accountable for agreed operational and commercial commitments. Clinical judgement, prescribing and medical supervision remain with the Medical Director and authorised clinical leads.
The initial priorities are growth, financial control, improvements arising from complaints and governance findings, and people management.
Key Responsibilities
Commercial performance and FOH ownership
- Own delivery of the approved clinic sales budget by service and site.
- Own FOH/Concierge performance against budgeted appointment numbers for Discovery Consultations, Review Appointments and Other/Package Appointments.
- Translate monthly appointment requirements into weekly team and individual plans, taking account of staffing, available diaries and expected cancellations.
- Monitor bookings, attendance, diary gaps, cancellations and no-shows; arrange timely recovery action.
- Set and manage FOH standards for answering enquiries, returning missed calls, recording leads and converting qualified enquiries into bookings.
- Review practitioner capacity, utilisation, handovers and service recording. Require operational commitments to be met and escalate clinical disagreements to the Medical Director.
- Coordinate Marketing’s qualified-demand plan with clinical capacity and the Patient Engagement Lead’s pipeline forecast.
- Support clinically approved cross-service referrals and track whether introductions result in completed appointments.
- Proactively identify, develop and convert new commercial opportunities across both sites, including partnerships, corporate relationships, referral networks, events and outreach. The Practice Manager is expected to actively generate new business rather than relying solely on Marketing-generated demand, and will be accountable for tracking opportunities, conversion and revenue generated.
Patient journeys and clinic operations
- Run consistent booking, communication, arrival, checkout and follow-up processes across both sites.
- Ensure FOH handles scheduling, payment and initial non-clinical triage, with access to each patient’s relevant programme stage and next steps.
- Maintain the PM Service Manager as the named non-clinical contact and programme-delivery owner for active PM patients. The Health VA supports specialist administration.
- Ensure every open opportunity, patient handoff, complaint and operational exception has one owner, a next action and a due date.
- Delegate room readiness, stock, facilities and daily clinic checks to the Assistant Clinic Manager and duty team while retaining accountability for reliable delivery.
- Coordinate the operational onboarding of approved visiting specialists, partners and Practice Privileges services.
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Financial and cost control
- Own timely invoicing, payment capture and patient-debt collection performance. Prevent avoidable new arrears and document authorised payment exceptions.
- Use Finance’s reconciled receivables report to assign collection actions. Separate collectible debt from disputed, duplicate, cancelled and otherwise incorrect invoices.
- Own purchasing discipline and controllable operating costs within delegated budgets.
- Ensure budget owners confirm goods and services received and resolve supplier-invoice disputes promptly.
- Follow the agreed payment process: Finance prepares and checks the payment schedule; the Practice Manager confirms expenditure approval and priorities; the CEO approves the run; Chief of Staff & Governance executes it; Finance reconciles the payments.
- Operate within agreed limits for discounts, refunds, write-offs and payment plans. Escalate exceptions to the CEO.
- Work with Finance to explain material revenue, cost, cash and receivables variances.
- Finance owns the accounting records, reconciliation and management information.
People management
- Own recruitment coordination, operational onboarding and offboarding, rotas, leave, absence, probation and documented performance management.
- Hold regular one-to-ones with direct reports and ensure managers complete their own reviews and development actions.
- Address repeated failures in attendance, patient handovers, invoicing, follow-up and service standards.
- Ensure approved personnel and payroll changes reach Finance accurately and on time.
- Maintain clear objectives, job descriptions, training plans and cover arrangements.
- Clinical leads retain responsibility for clinical competency, professional supervision and clinical sign-off. The Chief of Staff & Governance provides assurance on required records and training evidence.
Quality and service improvement
- Own the operational response to complaints and delivery of assigned corrective actions. The appropriate clinical lead investigates clinical matters.
- Work with the Chief of Staff & Governance to identify recurring causes, change workflows, train staff and check whether the problem recurs.
- Deliver operational actions arising from audits, incidents and governance reviews within agreed deadlines.
- Escalate safety concerns, unresolved risks and resource constraints promptly.
- Work within the current Registered Manager’s authority and any future documented arrangement if Chief of Staff & Governance becomes Registered Manager.
DPD and Performance Incentive Programme
- Own the operational administration and data hygiene of the DPD and Performance Incentive Programme (PIPs).
- Assign owners for manual dashboard entries, Pabau and F365 source-data corrections, staff and rota updates, lead tracking, invoice-chase notes, exception queues and approved service or product mappings.
- Check that automated reports are refreshed, investigate discrepancies and escalate technical failures to the appointed administrator.
- Ensure each reporting period is complete and supported by evidence before management review or incentive submission.
- Coordinate independent Finance validation of financial and incentive results.
- Prepare scheme-rule, target and exception decisions for CEO approval. The CEO retains ownership of what earns PIPs and the final approval of scheme changes.
- Maintain documented procedures, access and cover arrangements. An incentive recipient must not approve adjustments to their own result.
- Automated ledgers and closed payroll periods must be corrected through the approved source-data or technical process, preserving the audit trail.
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Management rhythm
- Daily: lead a short exception huddle covering capacity, important patient handoffs, unbooked opportunities, payment risks and service issues. Ensure an end-of-day checkout and payment check is completed.
- Weekly: chair an integrated performance review covering demand, FOH bookings, attendance, conversion, rebooking, sales, capacity and actions. Review receivables and cost exceptions with Finance.
- Monthly: present performance against budget, service and site trends, financial controls, patient experience, people actions, New business opportunities identified and improvement results to the CEO
- Quarterly: review role scorecards, staffing and capacity plans, operating processes and the effectiveness of agreed changes. Meetings must produce decisions, owners and deadlines.
Performance measures
The Practice Manager’s core scorecard is:
- FOH bookings versus budgeted appointments
- Clinic sales versus budget
- Payment capture and receivables
- Blended Appointment conversion
- Rebooking
- Cost control
- People management and service improvement
- FOH enquiry handling
The Practice Manager also monitors utilisation, on-time sessions, patient satisfaction, data accuracy, programme appointment completion and PIPs hygiene. These measures help diagnose performance and assess delivery of the role; they do not add separate bonus weights.
The Practice Manager owns the overall outcomes. FOH, Patient Engagement, Service Leads and Finance retain responsibility for the parts of the process assigned to them.
Experience and capabilities
The successful candidate will have experience leading a premium private healthcare, medical aesthetics or comparable multi-service practice. They will be confident in managing FOH and clinicians’ operational performance, interpreting commercial and financial reports, developing managers and improving patient journeys.
They will bring strong judgement about clinical boundaries, disciplined follow-through, financial awareness and the ability to resolve problems across teams. Multi-site experience is desirable.
Remuneration and benefits
- £50,000 - £55,000 annual base salary. Total OTE 65-70k PA.
- Monthly and quarterly performance bonuses, plus eligible introduction and partnership payments, under the separate bonus agreement.
- Annual Longevity Blueprint assessment.
- £500 monthly treatment credit and 40–50% staff discounts, subject to company policy.
- Professional development and experience across HUM2N’s services and locations.
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