Patient Services Manager

As the Patient Services Manager you will be tasked with strengthening the relationship between the nursing staff and clinical admin team in the management of the Outpatients department. Responsible for all aspects of patient administration, you will lead your team to provide service excellence with a determination to grow and promote the consultant practises.

At Schoen Clinic London we’re looking for high calibre individuals who can combine people management skills, analytical capabilities, and pragmatic management approaches to join our London Clinic. 

With a drive to exceed expectations, take ownership of decisions and support your team, the Patient Services Manager is tasked with strengthening relationships and leading the team to service excellence. 

Principle Duties
  • Strengthening the relationship between the nursing staff and the clinical admin team in the management of the Outpatient Services Department.
  • Working together with Relationships and Development Manager to ensure successful growth and promotion of the consultants' practices.
  • To be responsible for all aspects of patients administration, from the pre-admission/outpatient stage, to discharge and billing
  • To be responsible for customer services and all administrative aspects of patients experience
  • To contribute to the strategic, operational and business development of the hospital
  • To be responsible for training, implementation and compliance and to process monitoring for the end to end processes of all patients
  • Day to day leadership of administration staff ensuring the provision of high quality and efficient services at all times
  • Project Management of the services improvement related projects, such as maximizing the potential from systems and technology
  • Overall responsibility for the P&L reporting of Outpatient Services
  • Responsibility for the financial management of team budgets and payments


  • Overall responsibility of the patient pathway from start to end, ensuring robust and efficient administration processed, and excellent customer experience.
  • Operational management of telephone systems, ensuring achievement of KPI’s such as missed calls, and call quality control
  • Overall management of a team of administrators, including medical secretaries and general administration team
  • Working closely with the Relationship and Development Manager to support overall administration, such as room bookings and patient administration as we expand our independent consultant group
  • Working closely with the Patient Finance team to oversee smooth administration lined to payments
  • Working closely with the IT to and Facilities to project manage telephone and systems improvement projects.
  • Overall management of promoting collaborative working to build a winning team


  • Will have suitable experience working in a management position within a patient care environment and delivering challenging financial and customer targets
  • Experience of managing a successful team of over 10 people
  • AMSPAR qualification or equivalent proven experience
  • Must have customer/patient care skills and have worked in a customer/patient-facing environment in a hospital
  • Competence in Microsoft Office packages (Word, Excel and PowerPoint as a minimum)
  • Knowledge of IT-based administrative processes is needed
  • Excellent organisation skills required along with the ability to prioritise and work to very high standards of performance
  • A diplomatic approach to conflict resolution, someone with an open mind who can see different peoples perspectives
  • A determination to drive teams to meet objectives and exceed expectations
  • Must have experience of managing performance and sound knowledge of Employment Legislation
  • Excellent communications skills are needed, both written and verbal
  • High self-confidence required to deal with senior people, internally and externally
  • Needs to be sensitive to working with confidential issues and information
  • Should have a creative approach to problem-solving and strive for continuous improvement
  • Medical Secretary experience preferable



Schoen Clinic Orthopaedic and Spinal Hospital London

Job Type

Full Time




£50,000 Dependent upon experience

Closing Date

15 April 2022


Salary up to £50,000 with an annual salary review 25 days holiday + 8 bank holidays Professional development opportunities Contributory pension scheme Enhanced Private Medical Insurance with BUPA including access to a private GP service, free screening & the inclusion of pre-existing conditions. Eye care scheme with Specsavers Online benefits portal with high street and online shopping discounts Cycle to work scheme Group Life Assurance Enhanced maternity & paternity pay Paid emergency leave Occupational Sick Pay above SSP Interest free season ticket loans Employee Assistance Programme with wellbeing support


  • Suitable experience working in a management position within a patient care environment
  • Experience of managing a successful team of over 10 people
  • AMSPAR qualification or equivalent proven experience
  • Must have customer/patient care skills and have worked in a customer/patient facing environment in a hospital