Clinic operations, rota, stock and standards

• Take day-to-day operational ownership of the clinic, acting as the central co-ordination point for medics, therapists and support colleagues.
• Plan and maintain the clinic rota, matching practitioner availability and treatment capacity to demand shown in the booking system.
• Anticipate scheduling pressures, resolve clashes and gaps quickly, and communicate changes clearly to patients and the clinical team.
• Monitor stock availability, maintain accurate stock records, support ordering and replenishment, and escalate shortages before they affect patient care or clinic capacity.
• Ensure that reception, treatment rooms and shared spaces are organised, prepared and maintained to excellent visual and operational standards.
• Work alongside the Regulatory Officer to support adherence to applicable regulations, clinical standards, policies, procedures and governance requirements.
• Support audits, document control, corrective actions and evidence gathering, making sure agreed actions are completed and recorded on time.
• Escalate operational, clinical or patient-safety concerns promptly and follow through until a clear resolution or handover is in place.

Sales conversion, revenue and growth

• Follow up inbound enquiries from the website, social media, phone, email and other channels in a timely, confident and patient-centred way.
• Nurture leads and support conversion into booked consultations and treatments through effective communication, relationship building and disciplined follow-up.
• Maintain accurate lead and patient information in the CRM and booking systems, including activity, outcomes, next actions and appointment status.
• Track lead sources, consultation bookings, conversion rates, treatment revenue, cancellations, rebooking and retention, providing clear updates to the relevant teams.
• Support promotional campaigns, offers, service launches and patient retention initiatives, ensuring operational readiness before activity goes live.
• Spot practical opportunities to improve the patient journey and commercial performance without compromising clinical judgement or patient care.

The balance that matters: commercially confident, operationally rigorous and always patient-first.

Cross-functional working

This role is a key connector across Healthium Clinic and the wider group. You will turn information from the clinic floor, the booking system and the patient pipeline into clear actions for the teams below.

Team

How you will contribute

Clinical team

• Co-ordinate medics and therapists, keep schedules workable, communicate patient and operational updates, and protect treatment capacity.

Regulatory Officer

• Support compliance, clinical standards, audits, documentation and completion of agreed actions.

Sales

• Align lead follow-up, consultation pipelines, conversion priorities and patient retention activity.

Marketing

• Share feedback on lead quality, campaign effectiveness, patient questions and opportunities to improve the journey.

Finance

• Support accurate payment and invoicing handovers, revenue visibility and reconciliation of booking or patient information.

New Business

• Provide operational input to new services, partnerships and launches, including rota, stock, booking and patient-journey readiness.

What success looks like

• Patients experience clear communication, confident co-ordination and a seamless journey from first contact through treatment and follow-up.
• The rota, booking system, rooms and practitioner capacity are accurate, realistic and actively managed.
• The clinic remains stocked, prepared and consistently presented to a high standard.
• Regulatory and clinical-standard actions are supported, documented and completed on time.
• Lead conversion, treatment revenue, rebooking and retention are visible, well supported and continuously improved.

Person specification

Experience & knowledge

• Substantial experience in patient co-ordination, clinic operations, front of house or sales support, ideally in private healthcare or a comparable high-standard service environment.
• Experience using booking systems and/or CRM tools to manage appointments, leads and follow-up activity.
• Practical experience of rotas, stock control or busy day-to-day operations.
• Experience following policies, procedures, regulatory requirements or clinical standards.
• Strong working knowledge of Microsoft Word, Excel and Outlook.

Capabilities & approach

• Highly organised, numerate and able to prioritise competing demands without losing attention to detail.
• Commercially minded and comfortable supporting conversion and revenue while remaining patient-centred.
• A confident, clear communicator who can co-ordinate medics, therapists and cross-functional colleagues.
• Discreet, trustworthy and able to work with sensitive patient and business information.
• Self-motivated, calm under pressure and willing to take ownership through to resolution.
• Comfortable with a full-time, office-based role in Henley-on-Thames and alternate Saturday working.

A central role with real influence over patient experience, clinic performance and growth.

The responsibilities above are representative of the role and may evolve as Healthium Clinic grows.