Client Experience Manager - Healthcare

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.

The Role: We 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 Administration: Oversee the day-to-day operational management of the clinic, ensuring all administrative and clinical support processes run efficiently. Own the report and documentation pipeline — tracking submission deadlines, chasing outstanding reports, and escalating where necessary. Maintain and improve systems for scheduling, room allocation, and diary management across the clinical team. Manage the client journey from initial enquiry through to active caseload, ensuring a seamless and professional experience at every stage. Liaise with Local Authorities, schools, and external professionals on behalf of the clinic.
• Team Management & Accountability: Line manage the administrative and front-of-house team. Support and hold the clinical team to operational standards — including documentation compliance, timekeeping, and communication protocols. Facilitate team meetings, produce agendas and minutes, and track action items to completion. Identify and address operational blockers affecting clinical delivery, escalating to the Operations Director where required. Onboard new staff and ensure compliance with HR, DBS, and induction processes.
• Client & Family Relations: Serve as the primary escalation point for client and family concerns, resolving issues professionally and promptly. Ensure families are kept informed of their child's appointment schedule, waiting list status, and any service changes. Collect and act on client feedback to continually improve the service experience.
• Finance & Compliance: Manage invoicing workflows and liaise with the accounts function on outstanding payments, LA purchase orders, and fee queries. Maintain accurate records in line with GDPR and clinical governance requirements. Support the Operations Director with compliance tasks including AEP readiness, safeguarding administration, and HR file management.

Person Specification:

• Minimum 3 years' experience in an operations, practice management, or senior administrative role within a clinical, healthcare, therapy, or specialist SEND/education environment.
• Proven experience managing or supervising professionals in a service delivery context.
• Demonstrable ability to implement systems and hold a team to process and deadline compliance.
• Excellent written and verbal communication skills — confident corresponding with Local Authorities, schools, and clinical professionals.
• Strong organisational skills with a high level of attention to detail.
• Commercially aware and comfortable working in a growing, fast‑paced private clinic setting.
• Proficiency in practice management or CRM software, Microsoft Office, and Google Workspace.
• Experience working in a paediatric therapy, SEND, or neurodevelopmental clinic.
• Familiarity with EHCP processes and Local Authority commissioning.
• Experience with Employment Hero, Xero, or equivalent HR/finance platforms.
• Understanding of HCPC‑registered professions and clinical governance frameworks.

Please note: This is a non-sponsored role meaning we only accept candidates who have the rights to live and work in the United Kingdom.