Administrator Manager in London

Full-time, 37.5 hours per week, Monday-Friday

Location: London W1. Please note - this position is not remote, it is full time and on site.

Annual Leave: 25 days + public holidays

Benefits: Staff Travel Loan, NEST pension

The Allergy Centre of Excellence is a state of the art facility which caters to patients who have allergic disorders. The centre was founded by Professors Gideon Lack, Du Toit and Fox, who are renowned in the field of paediatric allergy. They are recognised internationally for their clinical excellence. ACE’s new centre will be based in the heart of the Harley Street District, a short walk from Great Portland Street and Oxford Circus tube stations. Business operating hours are 8am-8pm Monday to Friday, with weekend clinics as well (8am-5pm on Saturdays and Sundays). ACE aims to provide patients with the best possible experience when they visit our centre, providing them with ease of access to a range of diagnostic tests and treatments. ACE’s objective is to offer a variety of services under one roof, and to achieve this, we will also work with other consultants of various specialties who will obtain practising privileges at our centre. Our vision is to expand to the rest of the UK and internationally so that patients can easily access and benefit from ACE’s services.

Our Mission

At the Allergy Centre of Excellence, our mission is to provide the best possible care to all of our patients. We strive to ensure that all our patients receive patient-centred, effective, and responsive care to serve their individual needs. We are committed to providing the highest safety standards which is supported by clinicians who are renowned in the field of allergy. To achieve this, we uphold the following core values:

• Empathy
• Clinical excellence
• Integrity
• Respect
• Teamwork

Position Overview

The Admin Manager serves as a senior administrative leader, working closely with and supporting the Centre Manager to ensure seamless daily operations of our medical centre. This role combines strategic administrative oversight with hands-on leadership of both administrative teams and receptionists, while maintaining exceptional patient care standards and operational efficiency.

Key Responsibilities

• Administrative Leadership & Centre Operations
• Strategic Support: Oversee administrative operations while liaising closely with and supporting the Centre Manager
• Team Supervision: Supervise and support the administrative team and receptionists, ensuring professional and effective performance
• Performance Management: Delegate tasks, monitor team performance, and provide comprehensive training and mentorship
• Staff Management: Manage staff schedules and rosters, ensuring adequate coverage for all centre operations
• Operations Monitoring: Monitor daily operations and address any issues promptly to minimise disruptions to patient care
• Escalation Management: Act as an escalation point for patient concerns, complaints, or complex enquiries, liaising with the Centre Manager for timely resolution
• Patient Care & Communication
• Patient Experience: Act as the first point of contact for patients, ensuring a professional, welcoming, and patient-focused experience
• Communication Oversight: Oversee all patient communication, ensuring timely responses to enquiries and appointment confirmations
• Information Provision: Provide patients with clear, accurate information regarding treatments and appointment preparation
• Confidentiality: Ensure all patient interactions are handled with strict confidentiality and sensitivity by GDPR/Data Protection policies
• Appointment & Records Management
• Appointment Coordination: Manage comprehensive appointment scheduling, rescheduling, and cancellation processes
• Clinical Coordination: Coordinate with the Clinical Team to ensure practitioner availability and optimal scheduling
• Record Maintenance: Maintain accurate and up-to-date appointment records and confidential patient records
• EPR Systems: Handle patient onboarding and registration on company EPR systems (Patient Source, DGL)
• Documentation: Distribute clinic letters to patients and healthcare providers via email/post as required
• Patient Pathway & Administrative Services
• Enquiry Management: Handle all patient enquiries via telephone, email, and in-person regarding appointments, treatments, and pricing
• Patient Pathways: Manage complete patient pathways, ensuring optimal patient experience throughout their care journey
• Financial Administration: Process payments, handle insurance claims, authorisations, and invoices as required
• Cross-Team Liaison: Liaise with and assist Front of House and Clinical Teams as required
• Compliance & Governance
• Policy Adherence: Ensure strict adherence to all centre policies and procedures, including health and safety regulations
• Incident Reporting: Report incidents via InPhase/Ideagen (Governance software) in accordance with established policies and procedures
• Data Protection: Maintain absolute compliance with GDPR/Data Protection policies in all patient record handling

Essential Requirements

• Experience & Qualifications
• Education: A Level or equivalent (minimum), including Mathematics and English
• Medical Administration: Previous experience in medical administration or a similar healthcare role is highly desirable
• Leadership Experience: Proven experience in supervising and mentoring teams
• Healthcare Knowledge: Strong understanding of clinic workflows and patient management systems
• Private Healthcare: Familiarity with private healthcare practices and procedures preferred
• Technical Skills
• IT Proficiency: Strong IT skills, including advanced knowledge of Microsoft Office Suite
• Appointment Systems: Previous experience with appointment management systems is essential
• EPR Systems: Ability to learn and operate Electronic Patient Record systems (Patient Source, DGL)
• Healthcare Software: Experience with healthcare-specific software and governance systems (InPhase/Ideagen) is advantageous
• Core Competencies
• Customer Service: Excellent customer service, communication, and interpersonal skills (written and verbal)
• Leadership: Strong leadership and people management capabilities
• Organisation: Exceptional organisational skills and multi-tasking abilities
• Attention to Detail: High level of attention to detail and commitment to accuracy
• Confidentiality: Ability to handle confidential patient information with absolute discretion
• Medical Knowledge: Knowledge of medical terminology and patient pathways is advantageous
• Personal Attributes
• Professional Demeanour: Maintain professional standards and a patient-focused approach at all times
• Flexibility: Adaptable and punctual, able to respond to changing operational needs
• Reliability: Diligent, meticulous, and consistently dependable
• Team Collaboration: Works effectively both as a team member and independently
• Patient Focus: Genuine commitment to providing exceptional patient care and experience

Training & Development

• Comprehensive Training Programme: Full training will be provided to successful candidates, including:
• Complete induction programme
• Mandatory healthcare compliance training (inc Health & Safety, Safeguarding, Fire Safety, GDPR, Manual Handling, Incident Reporting)
• System-specific training for EPR and governance software

Working Conditions

• Environment: Professional healthcare setting with regular patient and clinical team interaction
• Hours: Full-time position with flexibility required to meet operational needs
• Responsibilities: Direct oversight of the administrative team and receptionists
• Standards: High-pressure environment requiring consistent attention to detail and patient safety

Reporting Structure

• Reports To: Centre Manager
• Direct Reports: Administrative team members and receptionists

Important Note: We are an evolving healthcare organisation, and as such, these duties are not exhaustive and may be subject to change to meet the operational needs of the organisation and maintain our high standards of patient care.