Reception Manager

Overview

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.

• 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.

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

Full-time, on-site role. Flexibility is required for early starts or late finishes on busy clinic or theatre days.