Clinic Manager – Healthcare Full Time NEW

About Hopscotch:Hopscotch Children’s Therapy Centre established in 2002 is a specialist paediatric clinic in central London, delivering Sensory Integration, Occupational Therapy, and Speech and Language Therapy to children with neurodevelopmental differences including autism, ADHD, sensory processing disorder, and dyspraxia.We support children and their families through EHCP-funded and private pathways, working closely with Local Authorities, schools, and multidisciplinary professionals.We are in an active phase of growth, expanding our clinical team and developing an Alternative Education Provision at our adjacent premises. As we scale, the way our clinical operations are managed matters more than ever — and this role sits at the heart of that.The RoleWe are looking for an experienced, operationally confident Client Experience Manager to take ownership of the day-to-day running of our clinic — ensuring our therapists are supported, our clients are served to the highest standard, and our operations run with consistency and accountability.This is not a clinical role, but it requires someone who is comfortable managing qualified professionals, understands the dynamics of a clinical environment, and can hold a team to operational standards with both authority and warmth. You will report directly to the Operations Director and work closely with the clinical leadership team.The successful candidate will bring a minimum of 3 years’ experience in a clinical, healthcare, or specialist education operations environment and will have a demonstrable track record of introducing structure, driving accountability, and improving team performance.Responsibilities: Operations & Clinical AdministrationOversee the day-to-day operational management of the clinic, ensuring all administrative and clinical support processes run efficientlyOwn the report and documentation pipeline — tracking submission deadlines, chasing outstanding reports, and escalating where necessaryMaintain and improve systems for scheduling, room allocation, and diary management across the clinical teamManage the client journey from initial enquiry through to active caseload, ensuring a seamless and professional experience at every stageLiaise with Local Authorities, schools, and external professionals on behalf of the clinicTeam Management & AccountabilityLine manage the administrative and front-of-house teamSupport and hold the clinical team to operational standards — including documentation compliance, timekeeping, and communication protocolsFacilitate team meetings, produce agendas and minutes, and track action items to completionIdentify and address operational blockers affecting clinical delivery, escalating to the Operations Director where requiredOnboard new staff and ensure compliance with HR, DBS, and induction processesClient & Family RelationsServe as the primary escalation point for client and family concerns, resolving issues professionally and promptlyEnsure families are kept informed of their child’s appointment schedule, waiting list status, and any service changesCollect and act on client feedback to continually improve the service experienceFinance & ComplianceManage invoicing workflows and liaise with the accounts function on outstanding payments, LA purchase orders, and fee queriesMaintain accurate records in line with GDPR and clinical governance requirementsSupport the Operations Director with compliance tasks including AEP readiness, safeguarding administration, and HR file managementClient & Family RelationsServe as the primary escalation point for client and family concerns, resolving issues professionally and promptlyEnsure families are kept informed of their child’s appointment schedule, waiting list status, and any service changesCollect and act on client feedback to continually improve the service experienceFinance & ComplianceManage invoicing workflows and liaise with the accounts function on outstanding payments, LA purchase orders, and fee queriesMaintain accurate records in line with GDPR and clinical governance requirementsSupport the Operations Director with compliance tasks including AEP readiness, safeguarding administration, and HR file managementPerson Specification:EssentialMinimum 3 years’ experience in an operations, practice management, or senior administrative role within a clinical, healthcare, therapy, or specialist SEND/education environmentProven experience managing or supervising professionals in a service delivery contextDemonstrable ability to implement systems and hold a team to process and deadline complianceExcellent written and verbal communication skills —confident corresponding with Local Authorities, schools, and clinical professionalsStrong organisational skills with a high level of attention to detailCommercially aware and comfortable working in a growing, fast-paced private clinic settingProficiency in practice management or CRM software, Microsoft Office, and Google WorkspaceDesirableExperience working in a paediatric therapy, SEND, or neurodevelopmental clinicFamiliarity with EHCP processes and Local Authority commissioningExperience with Employment Hero, Xero, or equivalent HR/finance platformsUnderstanding of HCPC-registered professions and clinical governance frameworksPlease note: This is a non sponsored role meaning we only accept candidates who have the rights to live and work in the United Kingdom