Practice & Operations Manager
Dr Helen Medical & Dr Helen Allergy
Location: Ringwood, Hampshire
Reports to: Directors
Salary: £45,000-55,000 per annum depending on experience
Hours: Full-time
About Us
Dr Helen Medical and Dr Helen Allergy are independent private healthcare services providing high-quality General Practice and specialist Allergy care. We are committed to clinical excellence, outstanding patient experience and personalised care across both clinic sites.
As our organisation grows, we are looking for a hands-on, organised Practice & Operations Manager to take ownership of the day-to-day running of both practices and help shape the way we work.
The Role
This is a varied, hands-on management role at the heart of our organisation. You will keep both clinics running smoothly — managing staff, systems and compliance while making sure every patient interaction reflects the high standards we set ourselves.
You will work closely with the Directors and take real ownership of operations, HR, governance and financial administration. This is the right role for someone who is organised, proactive and confident managing a small, close-knit team in a private healthcare setting.
Reporting Structure
Reporting to: Directors
Responsible for: Administrative and clinical support staff, and day-to-day relationships with external providers including remote reception, accountants, payroll, IT, marketing, laboratories and contractors.
Key ResponsibilitiesOperations & Service Management
- Oversee the day-to-day running of both clinics and keep things organised and on track.
- Develop and improve operational processes, workflows and administrative systems.
- Monitor service performance, identify issues and act quickly to resolve them.
- Support the introduction of new services and business initiatives.
- Ensure effective communication between clinical and non-clinical teams.
Patient Experience
- Make sure administrative systems and processes support an excellent patient experience at every stage.
- Oversee the patient journey across both services and spot opportunities to improve it.
- Work with the admin team and remote reception service to ensure enquiries and bookings are handled efficiently.
- Monitor patient feedback and complaints, and act on what you learn.
- Champion a culture of outstanding customer service across the organisation.
People Management & HR
- Lead, support and manage administrative and clinical support staff on a day-to-day basis.
- Manage recruitment, onboarding, rotas, annual leave and workforce planning.
- Carry out probation reviews, appraisals and performance management meetings.
- Maintain HR records and employment documentation.
- Support disciplinary and grievance processes, seeking external HR advice where needed.
- Foster a positive, collaborative team culture.
Financial Administration
- Coordinate monthly payroll processing and maintain accurate staff records.
- Liaise with external accountants, bookkeepers and payroll providers.
- Monitor expenditure and supplier costs; support invoice approval and payment processes.
- Assist with budgeting and review financial management information.
- Identify opportunities for cost savings and operational efficiencies.
Governance, Compliance & Quality
- Maintain CQC compliance and support quality assurance systems and processes.
- Ensure policies and procedures are kept up to date and reviewed regularly.
- Coordinate audits, quality improvement projects and risk management activities.
- Ensure compliance with GDPR and information governance requirements.
- Oversee safeguarding processes and mandatory training compliance.
- Maintain incident reporting systems and support organisational readiness for inspections.
IT & Digital Systems
- Act as the main point of contact for external IT providers.
- Oversee practice management systems and digital platforms, including upgrades and staff training.
- Manage user access and system permissions.
- Support cyber security, data protection and business continuity arrangements.
Premises & Health and Safety
- Ensure both clinic premises are safe, well maintained and compliant.
- Oversee maintenance schedules, supplier relationships and procurement of equipment and supplies.
- Maintain fire safety, security and emergency preparedness arrangements.
Marketing & External Relationships
- Act as the operational liaison with our marketing team, supporting service launches and campaigns.
- Build and maintain effective relationships with suppliers, laboratories and external stakeholders.
Person SpecificationEssential
- Experience in healthcare, practice or operations management.
- Strong organisational skills and attention to detail.
- Confident people manager with experience leading teams of circa 15–20 staff.
- Experience coordinating payroll and administrative processes.
- Knowledge of healthcare governance and regulatory compliance.
- Excellent communication skills and a professional, patient-focused approach.
- Competent IT user; comfortable working with digital systems and practice management software.
- Able to manage multiple priorities, work independently and use good judgement to get things done.
Desirable
- Experience within private healthcare.
- Experience managing multi-site services.
- Familiarity with CQC compliance requirements.
- HR management experience.
- Knowledge of allergy services or specialist outpatient clinics.
Why Join Us
- A genuine opportunity to make a difference in a growing, patient-focused organisation.
- Work closely with the Directors and contribute directly to service development.
- Real ownership of operations — not just administration support.
- Opportunity to shape systems, processes and the way we work.
- Professional development and training opportunities.
- Friendly, collaborative team environment.
Benefits
- £45,000 - £55,000 per annum salary (depending on experience)
- Annual leave entitlement
- Pension via NEST
- Professional development opportunities
- Supportive and collaborative working environment
Flexibility
This job description outlines the principal duties and responsibilities of the role. The Practice & Operations Manager will be expected to take on other duties commensurate with the seniority and scope of the position as reasonably required. Duties may be reviewed and updated to reflect the evolving needs of the organisation.
Pay: £45,000.00-£55,000.00 per year
Work Location: In person
