Clinical Services Operations Manager - London Medical

Job Description:

Operations Manager - London Medical

Based Onsite (London Medical W1U 5HJ)

From £42,000pa + fantastic benefits

Permanent / 37.5 hours per week / Full time

We make health happen

London Medical is a specialist outpatient clinic located in London's renowned medical district Harley Street and is now a part of Bupa Health Services. Our diabetes and specialist services offer customers fast access to diagnosis, treatment, and support when they need it, as well as onward pathways to high quality care at Bupa's Cromwell Hospital.

We are seeking an experienced Operations Manager to play a key leadership role within the centre, driving operational excellence, service performance and continuous improvement across London Medical.

The role

As Operations Manager, you will be responsible for the day‑to‑day operational delivery of services across London Medical, ensuring the centre operates efficiently, safely and in line with performance, financial and patient‑experience standards.

This is a highly visible leadership role and a core member of the centre leadership team, working closely with the Centre General Manager and Clinical Unit Manager. You will hold delegated accountability for operational execution across administrative, front‑of‑house and clinic‑support functions, while leading a culture of outstanding service, compliance and continuous improvement.

What you'll do

• Lead and line manage the Medical Secretary Manager and Reception Supervisor, ensuring consistent service standards across administrative and front‑of‑house teams
• Act as the escalation point for operational issues affecting clinics, consultants, patients or staff, driving timely and effective resolution
• Own delivery of operational performance across the centre, including key KPIs such as patient experience (NPS), clinic utilisation, access and patient flow
• Ensure operational readiness for all clinic activity, including staffing alignment, room availability and administrative workflows
• Drive a consistently high‑quality, concierge‑style patient experience across all pathways
• Develop, implement and continuously improve standard operating procedures (SOPs) to optimise efficiency, safety and compliance
• Work closely with consultants, practice teams and Bupa colleagues to support seamless patient pathways and onward referrals
• Deputise for the Centre General Manager during periods of leave or absence

Key Skills / Qualifications needed for this role:

Essential

• Experience managing operational or administrative teams within private healthcare or a premium service environment
• Strong background in operational delivery, service improvement and transformation
• Experience overseeing patient administration, clinic coordination and operational workflows
• Confident handling complaints and complex operational challenges
• Strong IT skills, including Microsoft Office and patient management systems

Desirable

• Experience within outpatient or diagnostic services
• Experience in a financial or healthcare insurance environment
• Formal leadership or management qualification

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• Payment of Professional Registration fees
• 25 days annual leave and our flexible holiday scheme allow you to buy or sell up to 5 days each year in the flexible holiday window
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Support with travel costs via a season ticket loan or cycle2work
• Discounted access to online gym sessions through Gympass
• Various family friendly benefits
• Opportunity to participate in our annual awards ceremony.

Part of a Globally Trusted Healthcare Group

When you join London Medical, you also become part of Bupa - a global healthcare leader with the scale, stability and expertise of a major international brand. Being backed by Bupa means access to an extensive network of clinical and operational specialists, shared best practice from across the organisation, and the support of well‑established systems that help you grow, develop and deliver exceptional care. Our size gives us strength, while our purpose keeps us personal.

We champion diversity and want our people to reflect the communities we serve. Everyone is encouraged to ”Be you at Bupa”, and we actively welcome colleagues from all backgrounds and experiences. Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

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