Patient Experience & Clinic Operations Manager

Hours: Monday–Friday, 730am-530pm, Saturdays 9am-12pm

About Our Clinic
A women’s health physiotherapy clinic supporting women through pre-conception, pregnancy, postpartum, perimenopause, menopause and musculoskeletal health.


Who We’re Looking For
Someone who is
- Calm, detail-oriented and emotionally intelligent
- Dependable and highly organized assistant
- Warmth and professionalism
- Communicate clearly and kindly
- Comfortable discussing women’s health topics respectfully
- Follow systems well and take ownership of your role

Your Core Responsibilities
1. Patient Enquiries & Booking Support
- Monitor and respond to enquiries via:
- WhatsApp Business
- Reply messages within (30 minutes)
- Use pre-approved scripts aligned with Company's tone
- Guide patients to the appropriate service
- Follow up on unconfirmed enquiries
- Track enquiry-to-booking conversions/ new cases on an excel sheet

2. Scheduling & Calendar Management
- Manage online booking system
- Assist with rescheduling via WhatsApp and external platforms (i.e. Mindbody online)
- Monitor cancellations and no-shows (cancellations <24 hours please PM therapists and pilates instructors)
- Flag schedule gaps
- Send Whatsapp reminders 2 days before session

3. Patient Experience Support
- Send post-session check-ins (1 day after) - only for new cases
- Follow up with patients who have not returned (monthly summary)
- Uploading of radiology and doctor’s referral forms on plato
- Discharged patients: Ask for a google review
- Maintain high standard of written communication

4. Administrative & Systems Support
- Maintain organised Google Drive folders
- Track our room usage at locations
- Track basic clinic metrics weekly:
- Number of enquiries
- Number of bookings
- Cancellation rate
- Referral sources

5. Gifting & Relationship Support
- Source thoughtful, appropriate gifts for partner doctors and healthcare professionals
- Support key occasions (e.g. clinic milestones, festive periods, appreciation gestures)
- Coordinate ordering and timely delivery
- Keep a simple tracker of gifting history and preferences for key partners

What This Role Does NOT Include
- Providing medical advice (forward messages to therapists)
- Clinical decision-making

If this sounds like you, we would love to hear from you.