Patient Administration Manager

Affidea UK & Ireland; Greater London; On-site; GBP 38,000 - 52,000; Full time

Job summary

Affidea Wimbledon is opening its first UK ambulatory clinic in Wimbledon Quarter, Southwest London, delivering diagnostics, outpatient services and theatres under one roof. We are recruiting a Patient Administration Manager to lead front of house and bookings, ensuring a safe, efficient patient journey from enquiry to discharge.

You will manage the administrative team, plan rotas, oversee billing readiness and data quality, and develop SOPs to support daily operations, with a strong focus on

Qualifications

• Good standard of general education, including English and mathematics or equivalent.
• Significant experience leading a busy reception, bookings or administration function in healthcare or another regulated, customer‑focused setting.
• Experience managing people, rotas, performance, training and service standards.
• Experience of appointment scheduling, patient pathways, data quality and administrative process improvement.
• Confident use of patient administration, electronic medical record or booking systems and Microsoft 365 applications.
• Relevant management, customer service, business administration or healthcare qualification.
• Private healthcare experience, including self-pay, PMI authorisation, shortfalls and billing is highly desirable.

Responsibilities

• Lead and hold operational accountability for the front of house, reception, bookings and patient administration teams.
• Set and maintain high standards of patient service, confidentiality and responsiveness across channels.
• Ensure enquiries, requests and complaints are handled courteously and within timescales.
• Provide day-to-day leadership, coaching and performance management for the administrative team.
• Plan staffing, rotas, annual leave and sickness cover to support opening hours and clinic activity.
• Own end-to-end administrative patient pathway from referral to account completion.
• Oversee appointment booking and scheduling across services, matching capacity to demand.
• Manage templates, waiting lists, cancellations and capacity to improve access.

Skills

People leadership

Front desk leadership

Patient administration

Booking systems

Data quality

Customer service

Tools

Microsoft 365

EMR systems

Booking systems

Job description

Salary: Competitive

Hours: 37.5

Contract: Permanent

Location: Wimbledon Quarter

Affidea UK is in a period of exceptional growth. We have gone from strength to strength, most recently announcing a strategic partnership with LIPS in London. This autumn, we will open our first ambulatory clinic in Southwest London, a major milestone in our mission to bring world-class, accessible healthcare to communities across the UK. Joining us now means being part of this journey from the ground up, with real opportunities to grow as we do.

Located in the Wimbledon Quarter Shopping Centre in Southwest London, our first UK clinic is a 33,000 sq ft ambulatory Clinic bringing together advanced diagnostics, outpatient services and theatres under one roof. Services include a Private GP, an Express Care minor injuries unit, consultant and treatment rooms, multimodality advanced diagnostic imaging (3T MRI, 1.5T MRI, CT, X-Ray and DEXA), surgical theatres and inpatient ward facilities.

About The Role

We are looking to recruit a Patient Administration Manager to lead all non-clinical patient administration for Affidea Wimbledon, with a competitive salary on offer depending on experience. You'll be the single accountable lead for front of house and reception, central bookings and day clinic administration, ensuring a safe, efficient and welcoming patient journey from first enquiry through to arrival, treatment, discharge and final account completion.

By joining us, you'll be part of a dynamic environment that embraces operational excellence and prioritises a first-class patient experience.

Brilliant opportunity to join us at the very opening of the clinic and play a key role in shaping our patient administration service from the ground up.

What will the duties include?

• Leading and holding operational accountability for the front of house, reception, bookings and patient administration teams.
• Setting and maintaining consistently high standards of patient service, professionalism, confidentiality and responsiveness across telephone, email, digital and face-to-face contact.
• Ensuring patient enquiries, requests, concerns and complaints are handled courteously, efficiently and within agreed timescales, escalating clinical, safeguarding or service issues appropriately.
• Providing day-to-day leadership, coaching, supervision and performance management for the administrative team, including induction, training and development.
• Planning staffing, rotas, annual leave and sickness cover to safely support opening hours, service demand and clinic activity.
• Owning and coordinating the end-to-end administrative patient pathway, from referral through registration, booking, arrival, treatment, discharge and account completion.
• Overseeing appointment booking and scheduling across outpatients, Express Care, diagnostics, endoscopy and day-case services, working with departmental leads to match capacity to demand.
• Managing clinic templates, waiting lists, cancellations and available capacity to improve access and maximise utilisation.
• Ensuring self-pay patients receive clear pricing information and pay before accessing services, and that insured patients have valid eligibility and authorisation before service.
• Overseeing administrative billing readiness, charge capture, invoice queries and reconciliation.
• Ensuring patient records, consent and pre-service documentation are accurate, complete and handled in line with data protection and confidentiality requirements.
• Coordinating communication between patients, consultants, GPs, insurers, clinical teams, diagnostics, theatre, endoscopy and finance.
• Developing and maintaining SOPs, work instructions and escalation routes for reception, bookings and administration.
• Monitoring service standards and KPIs, including response times, booking conversion, data quality, cancellations and patient feedback, and driving improvement actions.
• Leading administrative readiness for new services, consultants and clinics ahead of launch.
• Working closely with the Clinic Manager and departmental leads to support safe daily operations, deputising on non-clinical matters as required.

About Affidea

Affidea operates over 358 centres across 15 countries, delivering high-quality diagnostic imaging, outpatient care and cancer treatment services to nearly 13 million patients every year. Our continued growth reflects our commitment to bringing excellent, accessible healthcare closer to the communities we serve.

Affidea UK & Ireland

In the UK and Ireland, Affidea operates a growing network of diagnostic imaging and minor injuries centres, delivering a broad range of cutting-edge imaging technology and healthcare services to the public, private insurers, employers, and other organisations. As part of our ongoing expansion, we're extending our presence into new regions, including our upcoming clinic in Wimbledon, London, offering exciting opportunities to be part of a business that’s shaping the future of accessible, community-based healthcare across the region.

At Affidea, we believe that delivering excellent patient care starts with building diverse, inclusive teams that reflect the communities we serve. We're committed to creating a workplace where everyone, regardless of race, ethnicity, gender, age, disability, sexual orientation, religion, or background, feels welcome, valued, and able to do their best work.

What we need from you

• Good standard of general education, including English and mathematics or equivalent (required).
• Significant experience leading a busy reception, bookings or administration function in healthcare or another regulated, customer‑focused setting (required).
• Experience managing people, rotas, performance, training and service standards (required).
• Experience of appointment scheduling, patient pathways, data quality and administrative process improvement (required).
• Confident use of patient administration, electronic medical record or booking systems and Microsoft 365 applications (required).
• Relevant management, customer service, business administration or healthcare qualification (desirable).
• Private healthcare experience, including self-pay, PMI authorisation, shortfalls and billing (highly desirable).