Job Description
About the Role
The Front of House Manager ensures a seamless, high-quality experience for every patient from arrival to departure. This role bridges hospitality and healthcare, maintaining excellent service standards, smooth patient flow, and compliance with clinic protocols under CQC and internal governance frameworks.
Key Responsibilities
Patient Experience & Service Excellence
* Lead the Front of House (FOH) team to deliver a welcoming, professional, and compassionate patient experience.
* Oversee reception, appointment coordination, and waiting area management to ensure efficiency and comfort.
* Anticipate patient needs and resolve issues promptly with tact and discretion
Operational Coordination
* Work closely with clinicians, back-office staff, and management to ensure smooth daily operations.
* Manage daily patient flow, supporting timely check-in, room allocation, and turnover.
* Coordinate schedules, handovers, and administrative updates with precision.
* Support incident reporting, data protection compliance (GDPR), and patient confidentiality at all times.
Team Leadership
* Supervise and support the FOH team, setting clear expectations, training new staff, and monitoring performance.
* Promote teamwork and accountability across both FOH and clinical areas.
* Act as the first point of contact for staff queries or escalations at reception.
Compliance & Administration
* Ensure all reception documentation and patient records are accurate and maintained in line with CQC and clinic policies.
* Assist with audits, staff mandatory training records, and adherence to governance standards.
* Participate in quality improvement and service development initiatives led by management.
Essential Skills & Experience
* Experience in hospitality, hotel management, or premium service environment
* Proven ability to manage a small team and maintain service standards under pressure.
* Strong interpersonal and communication skills, both face-to-face and written.
* Excellent organisation, multitasking, and time management skills.
* Understanding of administrative and compliance requirements in regulated environments.
* Confident using digital booking, CRM, or electronic medical record systems.
* Collaborate closely and proactively with the Head of Patient Service Delivery, maintaining clear, consistent communication through multiple channels, aligning on shared goals, and coordinating workflows to ensure seamless service delivery and an optimal patient experience.
Desirable / Advantageous
* Previous experience in a medical or healthcare setting or familiarity with clinical workflows.
Personal Attributes
* Warm, professional, and composed under pressure.
* Keen attention to detail with a proactive, problem-solving mindset.
* Demonstrates discretion, empathy, and service integrity always.
* Open to learning and adapting to a medical environment.
What We Offer
* Full-time, stable role in a growing clinic
* Supportive and respectful team environment
* Training provided on systems and protocols
Opportunity to directly impact patient experience and care quality