Healthcare Operations Assistant

Role Title: Healthcare Operations Assistant (Private Physiotherapy Clinic)
Employment Type: Full\-Time
Location: Walsall, West Midlands (Role is clinic based – No remote working)

Role Purpose

To support the smooth, efficient, and profitable day\-to\-day operations of the Physiotherapy clinic by delivering an exceptional patient experience, maintaining accurate systems, and ensuring clinicians are able to focus on delivering world\-class care.

This role sits at the heart of the clinic — bridging patient experience, administration, and operational efficiency to help the business grow while maintaining high standards of care.

Key Responsibilities

Patient Experience \& Front Desk Operations (Primary)

Act as the first point of contact for all patients, ensuring every interaction reflects a professional, welcoming, and high\-quality clinic experience.

Manage incoming calls, enquiries, bookings and taking payments with confidence and clarity.
Schedule appointments efficiently to maximise clinician utilisation and minimise gaps.
Ensure all patients are fully informed of their appointments, treatment plans, and next steps.
Handle patient queries, concerns, and follow\-ups in a timely and professional manner.
Support rebooking and retention by guiding patients through ongoing care plans.

Clinic Operations \& Administration (Primary)

Maintain organised and efficient clinic systems that support both patient care and business performance.

Ensure all patient records are accurate, up\-to\-date, and compliant with UK healthcare regulations (GDPR).
Manage daily admin tasks including appointment confirmations, reminders, documentation and take payments from the service users.
Prepare clinic schedules and ensure smooth daily flow of appointments.
Support clinicians with administrative needs to allow full focus on patient care.
Monitor and reduce cancellations and no\-shows through proactive communication.

Sales \& Revenue Support (Primary)

Support the commercial performance of the clinic by ensuring strong patient conversion and retention processes.

Follow up with new enquiries to convert into booked appointments.
Assist in tracking key metrics such as bookings, attendance, and conversion rates.
Ensure all payments are processed accurately and in a timely manner.
Support reactivation of past patients through calls, messages, or campaigns.

Marketing \& Patient Growth Support (Secondary)

Assist in driving patient flow through local marketing and community engagement.

Support the execution of marketing campaigns (email, SMS, local outreach).
Assist with workshop/event logistics within the clinic.
Maintain and update patient databases for marketing purposes.
Help coordinate social proof (reviews, testimonials, patient stories both written and video).

Finance \& Compliance Support (Secondary)

Ensure financial processes and clinic compliance standards are maintained.

Assist with invoicing, receipts, and daily financial reconciliation.
Support tracking of clinic revenue and basic reporting.
Ensure compliance with clinic policies, data protection, and healthcare standards.

Key Metrics (Measurables)

Patient Experience Metrics:
95%\+ appointment attendance rate
Positive patient feedback and reviews
High rebooking and retention rates

Operational Metrics:
100% of schedules managed accurately and on time
95%\+ accuracy in patient records and admin tasks
Reduction in cancellations and no\-shows

Sales \& Revenue Metrics:
High conversion rate from enquiry → first appointment
Consistent rebooking of treatment plans
Accurate and timely payment collection

Responsiveness:
All patient and internal communication responded to within 24 hours
95%\+ task completion by deadline

Core Competencies

Highly Organised \& Detail\-Oriented
Able to manage a fast\-paced clinic environment without errors.

Patient\-Centred Communicator
Confident speaking with patients, building trust, and guiding them through care including discussion of payment plans.

Proactive \& Commercially Aware
Understands that patient experience and business performance go hand\-in\-hand.

Tech\-Savvy Operator
Comfortable with clinic systems, booking software, and CRM tools. Be competent with the use of social media which is used by the clinic including Facebook and Instagram. Be confident in production in patient video testimonials and promotion of campaigns and services offered by the clinic

Dependable \& Professional
Represents the clinic to a high standard at all times.

Accountability Chart Placement

Reports To:
Clinic Director / Practice Manager

Supports:
Physiotherapists / Clinicians
Patients
Marketing \& Admin Functions

Person Specification

Let’s be clear from the start.

This is not a typical admin role.

If you’re looking for something where you can sit behind a desk, answer a few emails, and watch the clock until 5pm… this isn’t for you.

But if you like being at the centre of something…
If you enjoy speaking to people, organising chaos, and knowing that the work you do directly impacts a business, a team, and real patients…

Keep reading.

The Role

We run a growing Physiotherapy clinic focused on delivering high\-quality care and an exceptional patient experience.

We’re looking for someone to take ownership of the day\-to\-day operations of the clinic — from the first phone call to the final appointment.

You’ll be the person making sure:

Patients are booked in, looked after, and returning
Clinicians’ schedules are full and running smoothly
The clinic operates in a way that feels organised, professional, and efficient

You are the link between the patient and the clinician.

And when you do your job well… everything runs better.

What You’ll Be Doing

You’ll be speaking to patients every day — on the phone, in person, and over email/messages — helping them get booked in and guiding them through their journey with us.

You’ll manage the clinic diary, making sure appointments are scheduled efficiently and gaps are kept to a minimum.

You’ll follow up with new enquiries, helping turn interest into booked appointments.

You’ll support patients in continuing their treatment plans, ensuring they don’t drop off when they still need help.

You’ll keep patient records accurate, organised, and up to date.

You’ll help reduce cancellations and no\-shows through proactive communication.

You’ll assist with basic financial tasks like taking payments and tracking bookings.

And when needed, you’ll support with marketing activity, events, and keeping the clinic running smoothly behind the scenes.

Who This Is For

You don’t need to have worked in a clinic before.

But you do need to be:

Comfortable speaking to people — confident, clear, and professional
Naturally organised — the kind of person who keeps things on track without being asked
Proactive — you don’t wait to be told what to do, you figure things out
Reliable — if you say you’ll do something, it gets done

Tech Savvy – Proficient use of Social media and patient/clinical systems
Commercially aware — you understand this is a business, not just a service

If you’ve worked in customer service, hospitality, healthcare, or a fast\-paced admin role… you’ll likely do well here.

What This Role Is Really About

This role is about patient experience and clinic performance.

Not just answering calls.
Not just booking appointments.

But making sure patients show up, stay committed to their care, and have a great experience from start to finish.

Because that’s what grows a clinic.

What You’ll Get

A role where you can take real ownership of your work
A team that values high standards and professionalism
Clear expectations and structure — no guessing what “good” looks like
Opportunity to grow as the clinic grows

Next Step

If this sounds like you, apply now.

We’re not looking for someone to just “fill a role.”

We’re looking for someone who wants to be a key part of how the clinic runs — and grows.

Job Types: Full\-time, Permanent

Pay: £24,420\.00\-£30,000\.00 per year

Work Location: In person

This listing is from indeed. View original listing ↗