About the Role
The Clinic Operations Manager owns the clinical and operational performance of all Metabolic Health sites. The role has direct line management of Patient Affairs, Nursing, Pharmacy, Laboratory, Patient Relations and Facilities. This person sets and enforces the operational standards that define the Metabolic patient experience, and is responsible for ensuring every clinic runs consistently, compliantly, and to the standard the organisation expects.
This role sits at the centre of our commercial and clinical performance. The Operations Manager drives revenue growth through operational efficiency, capacity management, and a relentless focus on the patient experience. They carry responsibility for P&L management, budgetary control, and identifying growth opportunities across the clinic network.
The right candidate is a systems thinker with genuine clinical knowledge and the management experience to run operations within clinic. They will be comfortable holding people accountable without being present every day, building teams that perform reliably, and making judgment calls quickly when things go wrong.
CQC and Regulatory Compliance
Metabolic Health Limited is registered with the Care Quality Commission (CQC) and operates under the Health and Social Care Act 2008. The Clinic Manager plays a central role in ensuring the organisation meets and sustains compliance with CQC Fundamental Standards across all regulated activities.
Key Accountabilities
1. Clinical Oversight
* Oversee the full clinical operation at Metabolic Health. Standards of care and service must be consistent, compliant, and in line with what the organisation expects.
* Directly manage the Patient Affairs Lead and Nursing Lead setting clear expectations, reviewing performance, and supporting development.
* Hold direct line management of Pharmacy and Laboratory, ensuring both departments operate in line with group operational standards.
* Own the Metabolic SOPs across clinic and operational functions.
* Follow and actively support all infection control and patient safety programmes across the group, in line with CQC Fundamental Standards and Health and Safety at Work Act 1974 requirements.
* Ensure full engagement and compliance in all CQC inspections, both routine and unannounced. Lead accreditation programmes alongside the Head of Operations and strengthen team knowledge of all relevant accreditations.
2. Patient Affairs
* Set the standard for patient registration, billing and data integrity.
* Ensure each Patient Affairs Lead delivers a consistent administrative experience that reflects Metabolic's expectations.
* Identify inefficiencies in patient flow and administrative processes. Implement improvements at group level.
* Maintain compliance with UK GDPR, the Data Protection Act 2018, and ICO guidance on health information across.
3. Nursing
* Work with the Nursing Lead to set clinical standards and governance expectations across all nursing activity.
* Oversee the Lead Nurse to ensure patient care protocols are evidence-based, regularly reviewed, and aligned with the NMC Code and applicable professional standards.
* Drive consistency in nursing care delivery, diabetes education, and patient communication across the group.
* Lead recruitment, onboarding, and professional development of nursing staff, working in partnership with site Nursing Leads.
* Oversee the development and monitoring of nursing care protocols, with particular attention to best practice in diabetes care and endocrinology.
* Ensure nursing schedules at each site are aligned to doctor consultation hours and patient demand.
4. Pharmacy, Patient Relations and Facilities
Pharmacy
* Ensure Pharmacy staffing, scheduling, and workflows are aligned to peak clinical demand at each site. Run weekly meetings with managers to align on company initiatives and operational optimisation.
* All pharmacy operations must meet GPhC regulatory and compliance requirements.
Laboratory
* Overseeing laboratory staffing, scheduling, and workflows are aligned to peak clinical demand at each site. Run weekly meetings with managers to align on company initiatives and operational optimisation.
Patient Relations
* Maintain a consistent, premium patient experience across all sites. Service standards must reflect Metabolic's brand.
* Oversee service recovery processes and complaints handling, in line with CQC requirements and the NHS Complaints Regulations.
* Track patient satisfaction data and act on it. All sites should meet or exceed the experience benchmarks set by the organisation.
Facilities & Hospitality
* Must maintain hospital-grade cleanliness alongside the group's hospitality standard.
* Oversee cleaning teams and hospitality staff across all locations. Facility presentation must meet brand requirements.
* Commission regular facility walkthroughs at each site to ensure compliance with CQC environmental standards and Health and Safety requirements.
5. Workforce and Rota Management
* Work with site leads to oversee master schedules across Patient Affairs, Nursing, Pharmacy, and Facilities.
* Manage staff deployment across sites to fill gaps, balance load during busy periods, and prevent burnout.
* Oversee leave planning, absence cover, and contingency scheduling to keep services running without interruption. All workforce practices must comply with the Working Time Regulations 1998.
* Work with the UK Facility Director to ensure resource allocation across the group is appropriate and sustainable.
6. Financial, Commercial and Compliance Management
* Manage operational budgets for the clinical function. Resources should be used efficiently without compromising quality.
* Own P&L reporting for clinic operations, driving revenue growth through efficient service delivery, capacity management, and business development support.
* Report regularly on group performance across patient satisfaction, staffing, service delivery, and clinical outcomes.
* Implement and manage EMR systems, digital health tools, and technology solutions to improve clinical monitoring and record-keeping.
* Maintain compliance records and ensure all sites are audit-ready at all times, in line with CQC registration requirements and Fundamental Standards.
* Support the UK Facility Director and maintain normal facility operations during periods of absence.
* Act as the primary point of contact for clinical or operational emergencies across the group. Resolve issues quickly and communicate clearly with staff, patients, and stakeholders.
Data and Information Governance
Data User
* Adhere to all policies and procedures relating to the protection of information assets.
* Follow all specific policies and procedures associated with EMR access and patient information duties.
* Report any actual or suspected security violations or policy breaches to IT immediately.
Data Owner
* Ensure compliance with all legal, regulatory, and organisational policies, including UK GDPR and the Data Protection Act 2018.
* Assign information classifications to all information assets and set criteria for access to sensitive data.
* Approve standards and procedures for information security.
* Ensure appropriate technical and physical safeguards are in place to protect the confidentiality, integrity, and availability of information assets.
* Document and share administrative and operational procedures to ensure consistent handling and transmission of information assets.
* Understand and report security risks, including their potential impact on confidentiality, integrity, and availability.
Key Requirements and Skills
Experience
* 3 to 5 years of progressive healthcare management or clinical operations experience, ideally within a private, NHS-partnered clinic and must have previous CQC registration..
* At least three years in a management role with direct experience leading teams
* A background in diabetes care, metabolic health, or endocrinology is a strong advantage.
Regulatory Knowledge
* Deep understanding of UK healthcare standards, particularly CQC frameworks, clinical governance, and the CQC Fundamental Standards.
* Working knowledge of NMC codes, GPhC standards, UK GDPR, and the Data Protection Act 2018.
Commercial Acumen
* Proven ability to manage P&L, interpret performance datasets, and drive revenue growth.
* Comfortable leveraging technology and process automation to improve operational efficiency.
Leadership
* Able to manage a clinical nursing function and a premium patient experience operation at the same time.
* Comfortable holding people accountable without daily on-site presence.
* Experience working across multiple locations is required.
Clinical Knowledge
* Solid understanding of healthcare operations, clinical workflows, nursing best practices, and regulatory compliance.
* Able to spot gaps across sites and implement fixes at group level.
Technology
* Proficient in EMR and EHR systems, workforce scheduling software, remote monitoring systems, and digital health tools.
Communication
* Clear and direct communicator. Able to align teams across multiple sites, including in functions where authority is functional rather than direct.
Qualifications
* Bachelor's Degree in Nursing or Healthcare Management. A Master's Degree in Healthcare Administration or a related field is preferred.
* Must be eligible for registration as Registered Manager with the CQC. NMC registration as a Registered Nurse is desirable.
* Experience in a technology-led healthcare environment is an advantage.
* Track record of standardising operations and service culture across multiple clinic sites.
Key Competencies
* Clinical Governance: Ensures standards of care are consistent, compliant, and clearly owned across every site.
* Commercial Leadership: Drives revenue growth and manages P&L with the same rigour as clinical quality.
* Team Accountability: Holds people to high standards without micromanaging. Builds teams that perform reliably.
* Patient Focus: Keeps the patient experience central to every operational decision.
* Regulatory Compliance: Stays ahead of CQC requirements. All sites are always inspection-ready.