Practice Operations & Patient Experience Manager

Organic Family Chiropractic \| Cheltenham

Full\-Time \| £30,000–£38,000 \+ Quarterly Performance Bonus

Are you the person who naturally takes ownership, spots problems before they happen, and loves helping a team perform at their best?

Do you enjoy creating exceptional customer experiences, leading people, improving systems and helping a business grow?

If so, we'd love to hear from you.

ABOUT US

Organic Family Chiropractic is a leading family chiropractic practice, specialising in trauma\-informed, nervous system\-focused care for babies, children, mothers and families.

Our mission is to help families thrive through exceptional care, education and support.

As we continue to grow, we are looking for an exceptional Practice Operations \& Patient Experience Manager to become the operational leader of our practice.

THE ROLE

This is not a traditional reception role.

This is a leadership position for someone who enjoys being at the centre of a busy practice, supporting a team, creating exceptional patient experiences and ensuring that everything runs smoothly behind the scenes.

You will be the primary owner of:

• Patient experience and satisfaction


• Front desk operations


• Team communication and accountability


• Practice systems and SOPs


• Daily task management and completion


• Recruitment and onboarding support


• KPI reporting and performance tracking


• Team meetings and quarterly planning sessions


• Supporting the continued growth of the practice

You will work closely with the Practice Director and leadership team to ensure that both patients and team members have an outstanding experience.

WHAT SUCCESS LOOKS LIKE

Within 12 months:

• Patients consistently receive a world\-class experience


• The diary is running efficiently and proactively managed


• Team members feel supported, accountable and engaged


• Systems are documented, improved and consistently followed


• Practice performance is measured and reported clearly


• The practice can operate smoothly without constant owner involvement

WHO WE ARE LOOKING FOR

You may come from healthcare, hospitality, wellness, fitness, customer service, private healthcare, events or operations management.

Most importantly, you are:

• A natural leader


• Highly organised


• Proactive and solutions\-focused


• Comfortable holding people accountable


• Excellent with people and communication


• Calm under pressure


• Obsessed with delivering exceptional customer experiences


• Excited by growth and continuous improvement

EXPERIENCE REQUIRED

• Experience managing or leading a team


• Strong organisational skills


• Excellent customer service experience


• Experience improving systems or processes


• Confidence using practice management software and technology


• Experience in healthcare, hospitality or service industries preferred

WORKING HOURS

40 hours per week.

Typical working pattern includes:

• Monday afternoons and evenings


• Tuesday daytime


• Wednesday daytime and evenings


• Thursday daytime


• Friday daytime (alternate weeks)


• Saturday mornings (2 per month)

Flexibility is required to support team training, quarterly planning sessions and occasional practice events.

WHAT WE OFFER

• £30,000–£38,000 salary depending on experience


• Quarterly performance bonus


• Ongoing leadership development


• Supportive and positive team culture


• Quarterly team events


• Opportunity to play a key leadership role in a growing healthcare business


• The chance to make a genuine difference in the lives of local families

APPLICATION PROCESS

To apply, please submit your CV and a cover letter answering the following question:

"Tell us about a system, process or team improvement you introduced that made a measurable difference. What was the problem, what did you change and what was the outcome?"

Shortlisted candidates will complete:

• Initial telephone interview


• Formal in\-person interview


• A shadow session within the practice

We are looking for someone who wants to build a long\-term career with us and become a key part of our future growth.

Responsibilities

• Lead and supervise the practice team, ensuring effective communication and team cohesion.


• Oversee daily operational activities, including appointment scheduling, client relations, and compliance with health and safety regulations.


• Manage financial aspects of the practice, including budgeting, invoicing, and cost control measures.


• Coordinate human resources functions such as recruitment, staff training, performance reviews, and staff development programmes.


• Ensure the delivery of exceptional client care whilst maintaining operational efficiency.


• Implement policies and procedures to optimise workflow and enhance service quality.


• Monitor inventory levels and oversee procurement processes to ensure adequate stock of medical supplies and equipment.


• Collaborate with other professionals to support clinical operations and optimise patient outcomes.


• Maintain compliance with relevant legislation and industry standards related to veterinary practice management.

Requirements

• Proven supervisory experience within a management role, preferably in a veterinary or healthcare setting.


• Strong management skills with the ability to lead teams effectively.


• Experience in financial management including budgeting, financial reporting, and cost optimisation.


• Knowledge of human resources practices such as recruitment, staff development, and performance management.


• Veterinary experience is highly desirable to facilitate understanding of clinical workflows and client needs.


• Excellent organisational skills with the ability to prioritise tasks efficiently under pressure.


• Exceptional communication skills to liaise effectively with staff, clients, and external partners.


• A proactive approach with problem\-solving capabilities and attention to detail. This position offers an engaging environment for a dedicated professional eager to contribute to the success of our veterinary practice through strategic leadership and operational excellence.

Pay: £30,000\.00\-£38,000\.00 per year

Benefits:

• Casual dress


• Company pension


• Employee discount


• Health \& wellbeing programme


• Referral programme

Work Location: In person

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