Job Purpose
The Clinic Manager is responsible for the day-to-day operational leadership, performance, service delivery, patient experience, workforce coordination, Marketing and revenue readiness of Bridge Clinic London.
The role ensures the delivery of a high-quality, safe, patient-centred fertility service while supporting strong commercial performance, compliance with the HFEA regulatory framework, workforce effectiveness, and continuous operational improvement. The Clinic Manager acts as the operational integrator of the patient journey, ensuring that clinic systems, people, and processes work together to optimise patient experience, treatment conversion, and financial sustainability.
This is a non-clinical management role. Clinical decision-making remains with the medical and scientific teams, and licence accountability remains with the HFEA Person Responsible.
Key Working Relationships
HFEA Person Responsible, Medical Director and Fertility Doctors, Nursing Team, Embryology and Laboratory Team, Quality and Compliance, Finance and Accounts
Key Responsibilities
Clinic Operations Management
- Oversee day-to-day clinic operations and all non-medical operations within the clinic.
- Ensure effective clinic scheduling, operational coordination, and seamless patient flow across consultation, assessment, investigation, treatment, and follow-up.
- Coordinate the operational readiness of doctors, nurses, embryology, scanning, and administrative teams.
- Ensure efficient use of clinical rooms, theatre spaces, and equipment.
- Manage clinic rotas and staffing deployment, resolving operational bottlenecks as they arise.
- Ensure operational continuity and contingency planning, including cover arrangements and escalation routes.
Patient Flow and Treatment Conversion
- Monitor consultation attendance, fertility assessment completion, and treatment review completion.
- Ensure patients move efficiently through treatment pathways with seamless coordination between departments.
- Reduce appointment no-shows and cancellations through proactive scheduling and communication.
- Identify and escalate barriers affecting patient progression.
Patient Experience and Service Excellence
- Monitor patient satisfaction and act on feedback and survey outcomes to improve the patient experience.
- Manage complaints and service recovery, ensuring timely and empathetic responses to patient concerns.
- Monitor waiting times and the quality of patient communication.
- Engage directly with patients as required and embed empathy and professionalism across all staff.
Financial Management and Revenue Readiness
- Support the clinic's profit and loss performance, developing and managing the clinic budget in conjunction with Finance.
- Ensure the efficient utilisation of financial resources within established policies, acting as an approving authority for designated operational transactions.
- Monitor clinic activity against revenue targets, appointment capacity utilisation, and treatment starts.
- Provide oversight of billing management to ensure billing accuracy and prevent revenue leakage.
- Monitor cancellations and refunds and escalate operational barriers to revenue.
Facilities, Procurement, and Clinic Environment
- Ensure the clinic facility is safe, well presented, and maintained, overseeing timely maintenance of facilities and equipment.
- Manage the procurement and disbursement of non-technical materials, including office consumables.
- Assist in the management of clinical and medical consumables inventory levels to ensure efficiency.
- Ensure health and safety requirements are met across the clinic environment.
Workforce Leadership and Team Management
- Supervise operational and administrative teams, providing coaching, feedback, and performance improvement support.
- Determine manpower requirements for the clinic and contribute to the annual manpower plan in conjunction with HR.
- Overseet the recruitment process for clinic roles, ensuring adherence to recruitment SOPs.
- Manage attendance, punctuality, and absence in line with clinic policy.
- Ensure mandatory training completion and maintain competency development and assessment records for all staff, in line with HFEA staff competency requirements.
- Manage disciplinary and performance matters where required, in partnership with HR.
- Monitor staff morale and engagement and foster a positive, high-performance team culture.
Marketing and Business Development
- Oversee the clinic's marketing function, ensuring marketing activity is planned, delivered, and aligned with clinic capacity and growth targets.
- Ensure marketing content and patient-facing communications are accurate, professional, and compliant with HFEA requirements on the advertising of treatment and publication of information, including success rate claims.
- Monitor enquiry volumes, lead conversion, and the effectiveness of marketing channels, and report on marketing performance.
- Support patient acquisition and retention initiatives, open events, and partnership and referrer engagement.
Quality, Risk, and HFEA Compliance
- Ensure the clinic operates in compliance with HFEA licence conditions, the Code of Practice, the clinic's Quality Management System, clinical governance standards, and all local policies and SOPs.
- Ensure incidents and near misses are reported, investigated, and closed within timescale.
- Maintain the operational elements of the risk register and support risk management activity.
- Monitor SOP adherence, documentation quality, and consent completeness.
- Support internal and external audits and implement corrective and preventive actions.
- Maintain continuous inspection readiness and support the clinic's response to HFEA inspection findings.
Reporting and Governance
- Prepare and submit weekly KPI reporting and monthly operational reporting.
- Review dashboards, report variances, and escalate risks and issues promptly.
- Participate in performance reviews and management meetings.
- Ensure the quality and accuracy of operational data.
Person Specification
Qualifications and Experience: Essential
- Degree in healthcare administration, nursing, life sciences, business management, or a related field.
- A minimum of five years of healthcare operations or management experience, including supervising staff and managing multidisciplinary teams.
- Strong working knowledge of quality management and regulatory compliance in a healthcare setting.
- The right to work in the UK.
Qualifications and Experience: Desirable
- Experience in fertility, reproductive medicine, or women's health services.
- Familiarity with the HFEA regulatory framework, CQC standards
- A postgraduate qualification, MBA, or recognised project or operational management training.
Skills and Attributes
- Strong leadership and team coordination skills with a high degree of integrity.
- Excellent communication, interpersonal, and problem-solving skills.
- Financial and commercial acumen.
- Attention to detail and disciplined reporting.
- Emotional intelligence, patient empathy, and resilience under pressure.
Pay: £50,000.00-£60,000.00 per year
Work Location: In person
