Practice Manager with Business Development Lead
Kelsall Surgical Centre, Church Street, Kelsall, Cheshire, CW6 0QG
About Us
Kelsall Surgical Centre is a new, growing private ophthalmology clinic and surgical centre dedicated to delivering high-quality eye care using state-of-the-art diagnostic and surgical technology. The clinic offers a wide range of premium ophthalmic services, including advanced cataract and eyelid surgery, with a focus on achieving excellent patient outcomes. We are committed to creating a supportive, collaborative workplace while redefining eye care in the region.
Role Description
Kelsall Surgical Centre is seeking a commercially minded Practice Manager & Business Development Lead to drive the growth, reputation, and operational success of our expanding private ophthalmology clinic.
This is a leadership role for an ambitious individual with a strong background in healthcare sales, business development, marketing, relationship management, or private healthcare operations.
The successful candidate will be responsible for:
- Growing patient volumes and revenue.
- Building and maintaining referrer relationships.
- Developing strategic partnerships with community optometrists, GPs, aesthetic practitioners, and healthcare professionals.
- Leading patient conversion and retention initiatives.
- Managing the day-to-day operation of the clinic.
- Acting as the clinic's CQC Registered Manager.
The role combines commercial growth, marketing leadership, operational management, and regulatory oversight.
Key Details
- Location: Kelsall Surgical Centre, Kelsall, Cheshire (CW6 0QG)
- Working Pattern: Full-time, primarily on-site, with flexibility for off-site business development activity. Some evening and weekend work will be required occasionally to meet business, clinic, and patient demand.
- Salary: £37,000 (dependent on experience) + performance-related bonus scheme, reviewed as the role and clinic develop
- Accountable To: The Board of Directors / Clinic Owners / Medical Director
Main Responsibilities
1. Compliance & Governance
- CQC Registered Manager, holding designated legal accountability for statutory compliance, quality statements, and continuous inspection readiness
- Author and review compliance policies and lead preparation for CQC inspection, including evidence gathering, mock-inspection exercises, and staff readiness
- Fulfil designated responsibilities as Incident Reporting & Risk Management Lead and Patient Confidentiality Lead, supporting the Caldicott Guardian and Safeguarding Lead
- Prepare agendas, reports, and live action trackers for governance board meetings
- Maintain strict credentialing records for all operating clinicians, ensuring registrations and qualifications always remain valid
2. Business Development & Strategic Growth
- Grow private patient referrals and self-pay enquiries.
- Monitor all patient enquiries and conversion rates. Develop systems to maximise conversion from enquiry to consultation and surgery. Analyse lost opportunities and implement improvements. Develop patient testimonials, review generation and reputation management. Produce monthly reports on enquiry volumes, conversion rates and referral sources.
- Promote consultant services including cataract surgery, oculoplastic surgery, glaucoma care, retinal treatments, YAG laser and premium lens surgery. Confident discussing premium private healthcare services
- Identify new referral opportunities and strategic partnerships. Deliver measurable growth in consultations, procedures and revenue.
- Develop strong relationships with optometry practices throughout Cheshire, Merseyside, North Wales, Manchester and surrounding areas. Conduct regular face-to-face visits with optometrists, GPs, pharmacists, aesthetic practitioners and healthcare providers. Maintain and grow a referrer CRM database.
- Organise educational evenings, CPD events and networking opportunities. Develop long-term referral relationships. Act as the primary point of contact for referrer enquiries. Represent the clinic at local healthcare events and exhibitions.
- Train staff in patient engagement and service excellence.
- Increase brand awareness, coordinate social media activity and local advertising campaigns. Support website development and search engine optimisation initiatives.
3. HR & Staffing
- Coordinate clinical and non-clinical recruitment, including drafting JDs, interviewing, managing offers, pre-employment screening, and contracts
- Maintain personnel records, employment contracts, confidentiality agreements, absence management, and appraisal workflows
- Monitor mandatory training requirements and professional registrations, ensuring timely renewal of GMC, NMC, DBS, and indemnity
- Support Directors with probation reviews, appraisals, performance documentation, and disciplinary procedures where required
4. Admin & Operations
- Supervise the clinic diary and appointment scheduling, and develop and line-manage front-desk and admin staff
- Set and embed SOPs for patient welcome and phone handling, and take direct ownership of complex or escalated patient journeys to protect premium standards
- Manage administrative workflows from consultation through post-operative follow-up, verifying theatre lists and specialist lens requirements in advance of surgical sessions
- Oversee premises management, health & safety, statutory asset testing, fire compliance, and third-party contractor relationships (cleaning, waste, pest control)
- Maintain meticulous records for servicing, calibration, and statutory certification of clinical and non-clinical equipment
5. IT Systems & Information Governance
- Act as primary operational administrator for clinic systems, including WriteUpp, managing user access and onboarding
- Act as day-to-day point of contact for UK GDPR compliance and Subject Access Requests, working alongside the designated DPO
- Coordinate with external IT providers on system access, updates, and support
6. Finance & Procurement
- Receive, verify, and log supplier and contractor invoices, manage debt chasing, and send verified data to the external bookkeeper
- Prepare weekly, monthly, or fortnightly payment batches for Director review and authorisation
- Act as main point of contact with the bookkeeper, ensuring data from WriteUpp, Square, and Xero is accurate and reconciled
- Oversee purchasing protocols, stock ordering, and high-value surgical inventory management, while evaluating supplier contracts and quotations
- Maintain the clinic contracts register and oversee business insurance policies ahead of renewal
7. Other Duties
- Act as first point of contact for formal complaints, investigating in line with clinic policy and CQC requirements, and own patient satisfaction scorecards
- Undertake other duties appropriate to the role, which will evolve as the clinic grows
Person Specification
Qualifications
- Desirable: Degree or professional qualification in Healthcare Management, Business Administration, Leadership, or equivalent experience
Healthcare Management & Compliance
- Minimum 2 years' management experience in a regulated healthcare environment, ideally including clinic management and operational oversight; private healthcare, ophthalmology, or surgical experience desirable
- Strong understanding of healthcare governance, quality standards, and CQC compliance, including knowledge of CQC requirements and information governance
- Willingness and eligibility to register as CQC Registered Manager, or to support an existing Registered Manager toward inspection readiness
Business Development & Commercial
- Strong relationship-building skills with referrers, partners, and community stakeholders, with the ability to identify and pursue growth opportunities
- Confident in (or willingness to learn) discussing premium private healthcare services and handling pricing objections
- Knowledge of social media platforms, compliance and use in the healthcare space. Experience with social media growth and marketing in general is desirable.
Financial & Operational
- Experience managing budgets, accounts payable processes, and operational reporting; Xero experience desirable
- Excellent coordination of schedules, diaries, inventory, and resource allocation
- Ability to support strategic planning, premises development, and service redesign
- Relevant health & safety knowledge
People Management & Leadership
- Experience of recruitment, appraisals, staff development, and disciplinary procedures
- Outstanding leadership, multitasking, and decision-making skills, with the ability to motivate teams and maintain morale
- Calm, professional, and adaptable in fast-paced, high-standard private clinical environments
- Ability to develop, implement, and embed policies and procedures
Communication, IT & Systems
- Excellent written, verbal, and interpersonal communication skills with patients, staff, clinicians, and external stakeholders
- Strong customer service skills and experience enhancing and maintaining premium private patient experiences
- Able to communicate well in high-pressured private healthcare environments
- Confident with MS Office, Google Workspace, and modern practice management/clinical systems
Personal Attributes & Practical Requirements
- A self-motivated, business-minded, and solution-focused individual who thrives on building a clinic's reputation and volume from the ground up.
- Outstanding multitasking and decision-making skills; calm and professional in a fast-paced, premium clinical environment.
- Highest standards of confidentiality, discretion, and professional judgment.
Practical Requirements
- Full UK driving licence
- Able to commute to Kelsall and travel for business development activity as required
Disclosure and Barring Service (DBS) Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A submission for Disclosure will be made to the DBS to check for previous criminal convictions.
Employer Details
- Employer: Kelsall Surgical Centre
- Address: Kelsall Surgical Centre, Church Street, Kelsall, Cheshire, CW6 0QG
- Website: www.kelsallsurgicalcentre.co.uk
Pay: £35,000.00-£40,000.00 per year
Benefits:
- On-site parking
- Referral programme
Licence/Certification:
- UK Drivers Licence (required)
Work Location: In person
