Success Description
The Practice Manager is the operational architect and commercial engine of Bodytonic Clinic. Success in this role is defined by a clinic that doesn’t just run—it grows. You are a high-level leader who balances the "grit" of daily operations with the "vision" of business development. You succeed when the clinical team is hitting their KPIs, the community views Bodytonic as their primary health partner, and the clinic operates with professional precision, independent of constant oversight from the Senior Leadership Team.
Role Outcome
As the Practice Manager, you are responsible for the financial performance and client satisfaction measures for the clinic. You will ensure that all clients receive an outstanding experience and you will oversee the full spectrum of clinic operations, ensuring high clinical standards and seamless workflows. Your leadership is focused on three pillars: commercial growth, team performance, and community outreach. You act as the bridge between clinical excellence and business success, fostering an environment where both patients and practitioners can reach their full potential.
Key Responsibilities
Financial Performance
* Responsible for the financial performance of the clinic, ensuring all financial KPI’s are delivered e.g. Revenue target, EBITDA budget etc
* Financial Oversight: Manage clinic performance data, ensuring invoicing, payments, and credit control are handled with 100% accuracy.
Managerial & Operational Leadership
* Clinic Stewardship: Oversee daily operations to ensure an organised, efficient, and 5-star environment.
* Operational Systems: Build and refine Standard Operating Procedures (SOPs) to remove bottlenecks and ensure the clinic runs independently.
* Information Management: Ensure smooth communication between team members and the SLT, resolving administrative friction and maintaining clear information flow.
* Across the BT clinic group, collaborate with the clinic leaders on key development projects and opportunities
People Management
* Team Performance: Lead the recruitment, onboarding, and ongoing development of the team. Conduct regular 1:1s and support CPD initiatives to maintain high service standards.
* Productivity and Utilisation - Ensure that the clinic teams have an optimised rota, ensuring they are highly productive, and utilised as appropriate
* CPD – ensure all appropriate CPD training needs are met through appropriate training that you co-ordinate
Patient Journey & Communication
* Experience Management: Handle complex patient inquiries and concerns promptly, ensuring a seamless journey from initial contact to discharge.
* Retention Strategy: Implement and oversee follow-up protocols to gather feedback and maintain strong relationships for repeat bookings and long-term care.
Key Performance Indicators (KPIs)
* Clinic profitability - measured by EBITDA budget.
* Revenue Growth: Measurable increase in clinic turnover through strategic partnerships and new patient referral sources.
* Patient Retention/Rebooking Rate: Maintenance of high branch-wide retention through positive patient experiences and proactive follow-up systems.
* Patient Satisfaction: Achieve top-tier satisfaction scores (Google Reviews/NPS) by managing inquiries and resolving concerns with professional empathy.
* Appointment Efficiency: Optimisation of the clinic diary to minimise cancellations and maximise room utilisation/practitioner billable hours.
* Colleague Engagement score - and linked to labour turnover reductions
Requirements & Benefits
Requirements
* Experience: A minimum of 4-5 years of experience in leading a site, managing people and responsible for Profit and Loss.
* Industry Knowledge: Demonstrated familiarity in a service related business, preferably healthcare or healthcare related (not essential).
* Leadership: Proven ability to manage a multidisciplinary team and drive commercial performance.
* Communication: Exceptional written and verbal communication skills with the ability to handle sensitive patient inquiries and professional networking.
* Mindset: Proactive, solutions-focused, and comfortable leading in a fast-paced environment.
Benefits
* Competitive Salary (Negotiable based on experience)
* Work/Life Balanced Schedule
* Mentoring & Professional Support
* Paid Holiday & Company Pension
* Private Health Insurance: Including dental, optical, and mental health provisions.
* Cycle to Work Scheme