Clinic Manager (Greater London)

HUM2N is a healthcare brand which is the antidote to mainstream medicine. HUM2N launched in 2020 and currently operates out of a 4500 sq ft state-of-the-art, futuristic lounge in trendy Chelsea, London. At HUM2N, we use biology to understand your past, and cutting-edge science to transform your future. Health has traditionally been defined as “the absence of disease”, with traditional medicine solely focusing on treating symptoms. It’s time for a new era of healthcare. We believe healthcare starts when you’re healthy. Our mission is to uncover the root causes, and resolve, prevent, and optimise our clients’ health to reach their true potential - no matter where they are on their journey.

We do this through our personalised health programmes delivered by our physician-led team, cutting-edge therapies at our HUM2N Lounge, ongoing health expert support and through our powerful range of medical-grade supplements. The HUM2N lounge offers treatments such as cryotherapy, oxygen therapy, and IV injections including NAD and supernutrients. In the future, HUM2N will scale the lounges globally and provide B2B products to clinicians that HUM2N will train in our academy.

The Practice Manager plays a critical leadership role in ensuring the seamless delivery of world-class healthcare and wellness experiences. This position is responsible for overseeing daily clinical operations, upholding regulatory and compliance standards, managing cross-functional teams, and contributing to strategic business growth. The ideal candidate is operationally meticulous, people-oriented, and thrives in a fast-paced, premium clinical environment.

Key Responsibilities

• Clinic Operations & Compliance: Manage day-to-day clinic functions, including rotas, scheduling (via Pabau), courier logistics, and front-of-house operations. Oversee client experience journeys, ensuring seamless and premium service delivery from start to finish. Maintain clinic systems and processes: cash handling, refunds, crisis management, and medical equipment checks (Cryotherapy, HBOT, Aesthetic devices). Monitor inventory and PO systems; manage incoming mail, deliveries, and test kit logistics. Ensure compliance with CQC and Health & Safety regulations, including infection control, risk assessments, audits, and staff record keeping. Rapidly address and resolve operational, IT, and facility-related issues. Uphold strict confidentiality and adhere to GDPR/Data Protection policies.
• Clinic Presentation & Service Standards: Guarantee exceptional clinic presentation and cleanliness at all times. Maintain efficient systems that support the clinic’s high-quality service standards. Ensure full adherence to Health & Safety and regulatory requirements. Drive initiatives that enhance the patient experience and uphold HUM2N’s premium standards.
• Team Leadership & HR Management: Lead and manage the Concierge, Clinic, and Health Programs teams. Conduct performance reviews, set KPIs, and hold regular team 1:1s. Oversee scheduling, sickness and leave tracking, team handovers, and onboarding processes. Ensure training frameworks are in place and adhered to across all roles. Support appropriate recruitment, maintain operational coverage, and foster employee engagement.
• Governance, Clinical Compliance & CQC: Maintain and update SOPs, ensure rota accuracy, and oversee site safety measures. Ensure CQC registration compliance, manage internal audits, and uphold infection prevention protocols. Handle clinical governance matters, including incidents, complaints, and significant event reviews. Managing Practice Privileges and Room Rental agreements. Managing the Risk Register and actioning/mitigating against findings. Managing Clinic Insurance Policies & ICO registration. Manage / Review existing clinic policies and SOPs. Develop and implement clinical and operational policies and procedures to ensure compliance with relevant laws, regulations, and best practices. Ensures completion of patient feedback forms and satisfaction surveys. Comply with CQC regulatory framework to achieve ‘outstanding’ status.
• Systems & IT Administration: Act as super user for Pabau, HubSpot, and F365 platforms. Manage service templates, consent forms, and system configurations. Troubleshoot and escalate IT issues; maintain admin email channels.
• Strategic Reporting & Business Support: Lead weekly operations and governance meetings. Report on KPIs, treatment turnaround times, plan conversions, and service efficiency. Maintain vendor relationships and oversee contract renewals.
• Quality of Care: Monitor and report on care quality, clinical compliance, and retention metrics. Support delivery of a seven-day clinical service with seven-day enquiry coverage.
• Fulfilment Operations: Manage stock levels for clinic supplies as well as e-commerce, ensuring timely dispatch of test kits, supplements, and home treatments.
• Inventory & Financial Management: Conduct routine stock audits; monitor shrinkage and track loss prevention metrics. Oversee procurement and maintain supplier reconciliation across platforms. Report on profitability by clinician, service, and product; support budgeting and forecasting efforts. Ensure end-of-day reconciliations and accurate logging of enquiries and transactions.
• Clinic Optimisation & Resource Allocation: Analyze clinician and departmental workloads versus capacity. Track clinical outcomes in relation to resource use to prevent staff burnout. Align service offering with peak demand hours and profitability metrics.
• Pop-Up Clinics & Satellite Locations: Support the Sales Director to ensure HUM2N pop-up clinics meet the clinical standards required, ensuring consistent quality and experience standards across locations.
• HUM2N Health Programs New Service Development: Lead the development and rollout of new health program services in partnership with the clinical and leadership teams.
• Health Programs Reporting: Own the reporting lifecycle of all HUM2N Health Programs. Provide weekly and monthly updates on program performance, clinician activity, and patient milestones to the leadership team.
• System Maintenance for Health Programs: Oversee the continuous maintenance and hygiene of both: Supplement Management. Manage HUM2N supplement workflows, including system updates, SOP maintenance, and F365 integration for internal clinic use and external client recommendations.
• Doctor Supervision: Supervise day-to-day operations of resident and visiting doctors. Ensure schedule adherence, clinical compliance, and timely documentation. Support ongoing communication between doctors and operational staff.
• Referral & Partnership Coordination: Oversee the management of referral pathways and professional partnerships. Ensure structured processes are followed and tracked, maintaining quality control and continuity of care for incoming or outgoing referrals.
• MSQ Score Tracking: Monitor the capture, update, and tracking of MSQ (Medical Symptoms Questionnaire) scores throughout client journeys. Ensure data integrity and support program performance reviews with clinical insights.
• Feedback Form Monitoring: Track and log patient feedback for Health Program touchpoints. Share results with the leadership and clinical team to implement ongoing service improvements.
• Practitioner Rota Oversight: Manage the rota for Naturopathic Therapists (NTs), ensuring appropriate coverage and communication of changes. Monitor alignment with clinic priorities and patient needs.
• Practicing Privileges & Room Rentals: Maintain up-to-date agreements for practicing clinicians and external providers using clinic space. Ensure contract integrity, compliance, and service alignment with HUM2N standards.
• Clinical Oversight of Clinic Operations: Provide operational and clinical oversight across all Health Program delivery touchpoints. Ensure alignment with HUM2N care standards, risk mitigation protocols, and compliance frameworks.

Qualifications & Skills

• Bachelor's degree in healthcare management, business administration, or related field.
• Minimum of 3 years of experience managing a healthcare facility or clinic, preferably in functional health and medicine.
• Knowledge of healthcare regulations and compliance requirements, including CQC and COSHH.
• Strong leadership and management skills, with the ability to manage a team of diverse healthcare professionals.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with patients.