Practice Manager - #2178318

Practice Manager, Functional Movement Physio

Location: 27 Norfolk Street, Baltic Triangle, Liverpool L1 0BE (in clinic, not remote)

Hours: Part time, 25 to 30 hours a week, Monday to Friday, daytime only

Salary: £30,000 full time equivalent (£15.38 an hour), pro rata, plus bonus

Contract: Permanent, employed

Reports to: Stuart Goldfinch, Founder

We’re a busy physio clinic in the Baltic with a great team of physios, over 350 five star Google reviews and a clear idea of what we want to be: the best patient journey in Liverpool.

As the clinic grows, we want our physios to spend their time doing what they do best: helping patients. So we’re looking for someone to own the whole patient experience, from the welcome and the follow-ups to the payments and the little details that make a visit feel special. That’s where you come in.

This isn’t a job where you sit behind a desk and answer the phone. You’ll be the person patients see first, the person the team leans on, and the person who spots when something isn’t working and fixes it. And it’s daytime hours only: Monday to Friday, no evenings or weekends.

About FM Physio

Functional Movement Physio is a small, independent clinic built from one physio in one room to a team of specialists. We see a lot of runners, gym goers and Hyrox athletes, plus anyone with back, neck, shoulder or joint pain who wants to get back to doing what they love.

We’re not a pain clinic. Getting someone out of pain is the start, not the finish. We want people stronger, more resilient and healthier than when they walked in, and we test rather than guess, so patients can see their progress for themselves. Every week you’ll see what that means for real people: getting back to running, lifting, sleeping through the night and playing with their kids without pain. This role is a big part of making that happen.

We’re honest about where we are. We’re a small, growing business and we’re always refining how we work. If you like the idea of shaping how a clinic runs rather than just following a manual, you’ll enjoy it here. You won’t be working it out alone: you’ll get a structured induction, written processes to start from, and you’ll work closely with the founder and our clinical lead.

What you’ll own

You’ll run the operational side of the clinic so our physios can focus on patients and the founder can focus on growing the business. Clinical standards and physio training sit with our clinical lead; everything around the treatment room sits with you.

The patient experience

• Be the first face patients see: a proper welcome, not a clipboard and a waiting room
• Help every patient leave with a clear plan and their next step sorted
• Own cancellations, no-shows and patients with no future appointment, so no patient is left without a next step
• Handle complaints, refund requests and tricky conversations, calmly and quickly, escalating to the founder only when needed
• Keep the clinic looking and feeling premium: clean rooms, stocked kitchen, water and towels sorted

Money and admin

• Make sure payments are taken correctly and on time, including deposits and package instalments
• Run the weekly payment checks so the numbers always add up
• Keep the recall list clean, current and worked through
• Look after insurance and cash plan admin (receipts, authorisations, invoices)

The team and the systems

• Manage our employed staff day to day (holidays, attendance and support), and be the main point of contact for our self-employed physios and virtual assistant. Clinical matters sit with our clinical lead
• Keep regular communication with the team to help reduce last minute cancellations, missed appointments and gaps in the diary
• Help the team get the most out of our systems and spot when something is broken
• Turn the way we do things into simple, written processes that are easy to follow
• Pull together a weekly report on bookings, cancellations and patient feedback, and use it to find what needs fixing

People admin

• Work alongside our outsourced HR provider, BrightHR, as the clinic’s main point of contact
• Onboard new team members with a clear induction process (logins, uniform, keys, welcome pack and first-week training), so everyone knows what’s expected from day one
• Keep staff records up to date in BrightHR, including contracts, HCPC registration, DBS and right to work checks
• Track holidays and sickness for employed staff, and make sure the clinic is covered when someone is off
• Keep the staff policy portal and training course current, and make sure the team has read and signed what they need to

Making it better

• Put your mark on the clinic: bring ideas, along with how you’d make them work
• Create an amazing experience for our lovely Liverpool patients, from their first call to their last session
• Look after the team as well as develop them, so people enjoy coming to work and keep getting better
• Spot where the patient journey could be smoother, and fix the cause rather than the symptom

Who you are

You don’t need to be a physio. You do need to be the steady one: the person who keeps things running properly, makes sure standards are met, and still makes every patient feel looked after.

Essential

• At least 2 years in a customer facing management or supervisory role (healthcare, hospitality, fitness, retail or similar)
• Experience managing or supervising a team
• Confident with numbers: you can reconcile payments and spot when something doesn’t add up
• Not scared of technology: a fast learner who’s keen to learn how AI can speed up your work
• Warm with patients and direct with colleagues, and able to switch between the two
• Organised and reliable: you keep processes running week after week, not just set them up, and you follow things through without being chased
• Discreet: you’ll have access to patient records and business figures

Nice to have

• Experience in a private physio, dental, aesthetics or other healthcare clinic
• Experience with HR admin, or used PracticeHub, BrightHR or similar practice management, HR or CRM tools
• An interest in health, fitness or running

Probably not for you if

• You wait to be told what to do, or prefer starting new projects to finishing them
• You avoid difficult conversations, whether that’s with a patient or giving a colleague honest feedback

Hours, pay and benefits

• 25 to 30 hours a week across Monday to Friday, for example 10am to 3pm, up to 9:30am to 3:30pm. We need someone in clinic every weekday, with some flexibility on start and finish times and room to grow the hours as the clinic grows
• £30,000 full time equivalent (£15.38 an hour), paid pro rata: roughly £20,000 to £24,000 a year
• Bonus linked to patient experience and clinic performance (details agreed at appointment)
• 25 days holiday plus bank holidays (pro rata)
• Workplace pension
• Training and development, and a real say in how the clinic runs
• A great team in one of the best parts of Liverpool, with coffee shops on the doorstep

How to apply

Email your CV to [email protected] with short answers to these three questions:

1. Tell us about a time you got a team to stick to a process they didn’t like. What did you do, and did it stick?
2. A patient is angry and wants a refund, and their physio thinks the patient is in the wrong. How would you handle it?
3. What did you keep running in your last job that would have fallen apart without you?

It starts with a short phone call, then a Google Meet interview, followed by a visit to the clinic.

Find out more about working with us: https://www.functionalmovementphysio.co.uk/careers