A premium private healthcare clinic based on Harley Street, delivering exceptional clinical care as well as highly professional patient experience, are seeking an experienced Reception Manager (Patient Services) to lead front-of-house operations and ensure the highest standards of service, efficiency and professionalism.
This is a permanent role, full-time, all on site, and it pays up to £40k depending on experience.
The Reception Manager Role
Reporting to the Senior Leadership Team, you will be responsible for the day-to-day management of the Front of House function. You will oversee patient services from first contact to check-out, coordinate complex clinician diaries, support smooth clinic flow, and lead a high-performing team in a fast-paced, high-end healthcare environment.
This is a hands-on leadership role requiring excellent organisational skills, attention to detail, and the ability to remain calm and solutions-focused under pressure.
Reception Manager Key Responsibilities
Patient Experience & Front of House Leadership
-Lead by example at reception, delivering a warm, professional and discreet welcome
-Ensure a calm, organised and premium environment at all times
-Manage complex patient journeys, extended appointments and same-day procedures
-Handle sensitive conversations, concerns and complaints with empathy and professionalism
Clinic Coordination & Diary Management
-Coordinate daily clinic schedules, room utilisation and patient flow
-Manage multiple clinician diaries alongside diagnostics and treatment schedules
-Liaise closely with clinicians, nursing and administrative teams to ensure clinics run on time
-Manage urgent changes, late arrivals and add-on appointments without compromising safety or experience
Administration, Payments & Records
-Oversee patient registration and maintain accurate EMR records
-Manage estimates, deposits, payments, invoicing and end-of-day reconciliation
-Ensure clinic letters, reports and follow-up actions are completed accurately and promptly
-Monitor and track outstanding actions, recalls and patient communications
People Management & Operations
-Supervise, coach and support the Front of House team on a daily basis
-Assist with rota planning and ensure appropriate cover during busy clinics
-Support onboarding and training of new team members
-Contribute to SOPs, service standards and continuous improvement initiatives
Quality, Compliance & Communication
-Ensure compliance with GDPR, confidentiality, safeguarding, health & safety and regulatory requirements
-Act as a key communication link between patients, clinicians and senior management
-Support audits, inspections and internal quality reviews
-Monitor service performance, identify issues and suggest operational improvements
About You
2-3+ years’ experience in a senior front-of-house or patient services role within private healthcare, hospitality or luxury services
Proven experience managing busy clinics, schedules and customer-facing teams
Excellent written and verbal communication skills with a professional telephone manner
Highly organised, detail-oriented and confident using digital systems and payment platforms
Calm, discreet and patient-focused with strong leadership presence
Working Hours
Full-time, on-site role. Flexibility is required for early starts or late finishes on busy clinic or theatre days