Multi-Site Patient Services & Operations Manager
Role Overview
Job Title: Multi-Site Patient Services & Operations Manager
Location: Multi-site - Sutton, Cheam, Stonecot, Worcester Park, New Malden and Chessington
Contract: Full Time (Part Time Available)
Salary: £35k-£45k per annum
Must be a car driver/owner.
The Role
We are looking for an experienced, highly organised and commercially aware Multi-Site Patient Services & Operations Manager to lead reception, patient services and non-clinical operations across our six practices.
This is a unique role combining reception leadership, patient services and multi-site operations.
The successful candidate will be responsible for ensuring that our reception and patient journey functions operate consistently, efficiently and professionally across all six locations. Clinical management, governance and compliance sit outside this role.
Your key focus will be on people, patients, processes, performance and operational delivery.
You will be the key link between the individual practices and the senior leadership team, ensuring that each site has the systems, people, structure and support required to perform effectively.
This role is responsible for reception, patient services and non-clinical operations across the group. Clinical governance, clinical decision-making and clinical performance sit outside the role. The successful candidate will work closely with clinical and senior management teams to ensure each practice runs effectively.
Key Responsibilities
Multi-Site Operations
- Lead reception, patient services and non-clinical operations across six practices.
- Ensure consistent operational standards, processes and ways of working across all sites.
- Identify operational inefficiencies and implement practical improvements.
- Develop and maintain clear SOPs and operational procedures.
- Monitor operational performance and drive agreed standards and targets.
- Work closely with senior management to resolve operational issues.
- Support the opening, development and integration of new sites where required.
- Ensure effective communication and information flow between sites and central management.
- Act as the escalation point for significant non-clinical operational issues.
Reception & Patient Services
- Lead and develop the reception function across all six practices.
- Provide clear leadership to front-of-house teams.
- Establish consistent standards for telephone handling, appointment booking, patient communication and reception presentation.
- Ensure patients receive a consistently excellent experience regardless of which practice they attend.
- Review and improve appointment-booking processes, diary utilisation and patient conversion.
- Monitor cancellations, failures to attend, rebooking and outstanding appointments.
- Support practices in maximising appropriate diary utilisation and reducing unused capacity.
- Ensure patient queries and complaints are handled promptly, professionally and consistently.
- Develop reception teams to be confident, knowledgeable and commercially aware while maintaining a warm, patient-focused approach.
People Management
- Recruit, onboard and retain high-performing staff.
- Lead, coach and performance-manage reception teams.
- Establish clear objectives, responsibilities and performance expectations.
- Conduct regular one-to-ones, performance reviews and development discussions.
- Identify training needs and coordinate appropriate training across the group.
- Address performance and conduct issues appropriately and in line with company policies.
- Build a positive, accountable and collaborative culture across the six sites.
- Support workforce planning, staffing levels and holiday/absence management.
- Strong people-management and leadership skills.
- Experience managing KPIs and operational performance.
- Excellent organisational and prioritisation skills.
- A strong understanding of customer/patient experience.
- Commercial awareness and confidence working with operational data.
- Experience implementing processes and improving operational performance.
- Excellent communication and interpersonal skills.
- The confidence to challenge poor performance and hold people accountable.
- A practical, hands-on approach - willing to get involved when a site needs support.
Personal Attributes
We are looking for someone who is:
- Organised — able to manage six sites without losing sight of the detail.
- Commercially minded — understands that great patient service and strong business performance should work together.
- People-focused — able to motivate, coach and develop teams.
- Accountable — takes ownership and follows things through.
- Approachable — someone site teams feel comfortable coming to for support.
- Decisive — able to make sensible decisions and resolve problems quickly.
- Process-driven — enjoys creating structure and consistency.
- Adaptable — comfortable moving between strategic planning and hands-on problem solving.
- Results-focused — able to turn operational plans into measurable improvements.
Why This Role Matters
With six practices, consistency becomes increasingly important. This role will provide the operational leadership and structure that connects the individual practices into one high-performing group.
The successful candidate will have significant influence over how patients experience the business, how effectively the practices operate and how well our non-clinical teams perform.
This is an opportunity for someone who enjoys making things work better, developing people and creating a consistent, high-quality patient experience across multiple locations.
Pay: £35,000.00-£45,000.00 per year
Work Location: In person
