Office Manager - MCR Injury Clinic

Overview of Role
To oversee the day-to-day administrative operations of our busy sports therapy clinic. This role is essential to ensuring smooth clinic operations, exceptional patient experience, and efficient business processes. The role is the operational backbone of our clinic, managing everything from patient bookings to facility maintenance.
Role Description
Patient Management & Customer Service
· Manage patient bookings, scheduling, and appointment co-ordination across multiple practitioners.
· Handle patient enquiries via phone, email, and in-person with professionalism and empathy.
· Maintain accurate patient records and ensure that confidentiality standards and Data Protection requirements are met.
· Co-ordinate with clinic staff to optimise appointment schedules.
Customer Relationship Management & Data Management
· Maintain and update the Customer Relationship Management (CRM) system to ensure data accuracy.
· Generate reports on patient attendance, revenue, and clinic performance metrics.
· Implement CRM best practices to improve patient retention and communication.
Financial Operations
· Process and settle supplier invoices, client payments and maintain accurate financial records.
· Monitor clinic expenses and assist with budget management.
· Handle purchase orders and supplier relationship management.
Facility Management
· Ensure clinic rooms and common areas are clean, well-maintained, and properly equipped.
· Coordinate with maintenance contractors.
· Manage inventory of clinical supplies, office materials, and equipment.
· Oversee health and safety compliance, including equipment servicing and safety checks.
· Maintain professional clinic environment that reflects our brand standards.
General Administrative Support
· Provide administrative support to clinical staff and management.
· Manage clinic communications, including phone systems and email correspondence.
· Coordinate staff schedules and cover arrangements.
· Assist with social media and marketing initiatives and patient communication campaigns.
Professional
· To demonstrate effective time management and organisational skills during management of own workload
· To act as an ambassador for the MCR Injury Clinic at all times.
· To be aware of, keep up to date with and adhere to all MCR Injury Clinic policies and procedure at all times.
· To participate in the appraisal system and be responsible for fulfilling your own agreed objectives and personal development plan.
Person Specification
Qualifications (Desirable)
Relevant admirative qualification (NVW Level 3 or equivalent)
First aid certification
Book-keeping qualification (Level 2 or equivalent)
Experience (Essential)
Minimum 2 year’s experience in an administrative or operations role, preferably in healthcare, fitness, or service industry
Experience with CRM systems and database management
Experience with social media and digital marketing platforms
Basic bookkeeping or finance administration experience
Customer service experience in a professional environment
Skills (Essential)
Excellent organisational skills with strong attention to detail
Exceptional communication skills, both written and verbal
Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
Ability to learn new software systems quickly
Strong problem-solving abilities and initiative
Ability to work independently and manage multiple priorities
Professional telephone manner and customer service skills
Basic understanding of health and safety regulations
Personal Attributes (Essential)
Discretion and ability to handle confidential information
Empathetic and patient-focused approach
Reliable, punctual, and trustworthy
Flexible and adaptable to changing priorities
Team player with positive attitude
Professional appearance and demeanour
ADDITIONAL INFORMATION
The following supplementary information will form part of your job description.
Codes of Professional Conduct:
Staff are required to abide by all relevant Company policies and procedures.
Confidentiality:
Information relating to employees and business of the Company must be treated in the strictest confidence. Under no circumstances should such information be discussed with any unauthorised person(s) or organisations. All staff must operate within the requirements of the Whistleblowing Policy.
Health & Safety:
Employees are required to ensure they are aware of, and comply with, policies and procedures relating to Health & Safety (whether statutory or Company), and assist in ensuring the compliance of other staff.
Equality & Diversity:
The Company is committed to ensure that no job applicant or employee receives less favorable treatment on the grounds of age, disability, gender, race, religion or belief, sexual orientation, marital status, gender reassignment or pregnancy/maternity. We fully support the right of all staff to equal opportunities and are committed to the development of a diverse workforce.
Policies:
It is the responsibility of staff to be familiar with Company policies that affect them, and work within the scope set out in them. Managers are responsible for ensuring staff know about, and work within the Company’s policies, procedures and protocols.
This job description and person specification are neither exhaustive nor exclusive and the responsibilities and tasks may change during the life of the role.