Guest Services Manager

Job Purpose

To lead and deliver an efficient, professional, and patient-focused Guest Services function within a private hospital setting. The role is responsible for overseeing bookings, administration, reception, and wider administrative services, while also taking full ownership of the CRM system to optimise patient engagement, conversion, and operational performance.

As Head of Department, the postholder will provide leadership, management, and development across all administrative functions, ensuring high standards of service delivery, compliance, and continuous improvement across both NHS and private patient pathways.

The Guest Services Manager is responsible for ensuring a cohesive, high-performing administrative service across all patient access points, balancing the operational demands and service expectations of both NHS and private patients to deliver a consistently high-quality experience.

Key Responsibilities

• Bookings & Scheduling: Oversee outpatient and inpatient bookings, including consultations, diagnostics, and procedures. Manage consultant availabilities, theatre slots, and clinic utilisation to maximise capacity. Ensure accurate and timely data entry across PAS and CRM systems. Monitor waiting lists, cancellations, and rescheduling processes to optimise patient access. Work closely with clinical teams to ensure efficient scheduling and patient flow. Identify and implement improvements to booking processes and utilisation rates. Ensure effective coordination of booking processes across both NHS and private patient pathways, maintaining equity of access and high service standards.
• Reception & Guest Services: Lead the delivery of a high-quality, professional reception and front-facing patient service. Ensure patients and visitors receive a consistently excellent experience. Oversee patient flow, reducing waiting times and improving service efficiency. Manage escalations, complaints, and complex enquiries with professionalism and sensitivity. Ensure reception standards, protocols, and environments reflect private healthcare expectations. Provide visible leadership across all patient-facing administrative areas, ensuring a unified Guest Services approach.
• Administration (Cross-Functional Oversight): Oversee administrative processes across all departments, ensuring accuracy, efficiency, and compliance. Ensure patient records are maintained in line with GDPR and hospital policies. Monitor and support billing, insurance, and self-pay processes. Ensure clinic preparation is completed accurately and on time. Produce operational reports and performance data as required. Provide oversight and support to all administrative functions including theatres, outpatients, radiology, reception, and back-office services. Ensure consistency of administrative standards, processes, and service delivery across all areas.
• CRM Ownership & Patient Journey Management: Act as the departmental lead and “super user” for the CRM system. Oversee all patient enquiries, leads, and referrals, ensuring effective tracking and follow-up. Monitor enquiry-to-booking conversion rates and drive performance improvements. Develop CRM workflows, reporting dashboards, and data standards. Use CRM insights to improve patient journey, communication, and service delivery. Collaborate with marketing and business development on campaigns and lead management. Ensure data integrity, reporting accuracy, and GDPR compliance. Provide training, guidance, and governance for CRM usage across the team.
• Leadership & Team Management: Provide day-to-day leadership and management of all Guest Services, bookings, and administrative teams. Recruit, induct, and retain high-performing staff in line with organisational values. Conduct regular 1:1s, performance reviews, and annual appraisals. Set clear objectives, KPIs, and performance expectations aligned to departmental goals. Monitor team performance, productivity, and service standards, taking corrective action where required. Manage staffing rotas, ensuring appropriate cross-departmental coverage and efficient resource allocation. Lead training, coaching, and development to build team capability and succession planning. Foster a positive, inclusive, and high-performing team culture. Manage employee relations matters, including absence, conduct, and performance issues. Ensure compliance with HR policies, employment legislation, and hospital procedures. Lead regular team meetings and communications to drive engagement and alignment. Provide leadership across cross-functional administrative services, ensuring effective collaboration and flexibility across all service areas.
• Quality, Compliance & Continuous Improvement: Ensure compliance with all regulatory requirements, including CQC standards. Maintain high standards of data protection, confidentiality, and information governance. Monitor patient feedback, complaints, and service metrics to identify improvement opportunities. Lead and implement continuous improvement initiatives across Guest Services and administrative functions. Support audits, inspections, and quality assurance processes. Ensure service delivery meets the standards expected across both NHS and private healthcare provision.

Key Skills & Experience

• Significant experience in a healthcare, hospital, or private healthcare environment.
• Proven experience in a supervisory or management role.
• Strong experience using CRM systems.
• Demonstrated ability to manage teams, performance, and service delivery across multiple functions.
• Experience of overseeing both NHS and private patient administration (desirable).
• Excellent organisational, leadership, and communication skills.
• Strong analytical skills with ability to interpret data and drive decisions.
• High attention to detail and ability to manage multiple priorities.
• Competence in IT systems (e.g., Microsoft Office, PAS systems).

Personal Attributes

• Professional, approachable, and patient-focused.
• Strong leadership presence with the ability to influence and motivate others.
• Proactive, solutions-focused, and results-driven.
• High level of integrity and discretion.
• Adaptable and resilient in a fast-paced, multi-functional environment.

Qualifications

• GCSEs (or equivalent), including English and Maths (Grade C/4 or above).
• Relevant management qualification or equivalent experience (desirable).
• NVQ Level 3/4 in Business Administration, Customer Service, or Leadership (desirable).

Working Hours & Benefits

40 hours per week including occasional evenings/weekends dependant on business need.

Benefits: Competitive Salary, Private Healthcare, Pension Scheme, Ongoing Training and Development.

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