Commercial & Service Quality Manager

We are looking for a focused and goal orientated Commercial & Service Quality Manager to oversee Clinic Administration Teams, Relationship Managers, generation of new patients and overall quality of customer service across the company.

The Commercial & Service Quality Manager will be directly responsible for the generation of new patient leads and the overall quality of the customer service that is being delivered across all Pure Sports Medicine clinics. They will work to maintain high standards of service throughout the administrative and business development teams, ensuring service and experience’ is at the forefront of our customer interactions. A professional, commercial and service focused approach is essential in this role to support the growth of the business.

Experience and attributes #

The Commercial & Service Quality Manager will have: 

  • Experience in business development from both a B2C and B2B perspective
  • A commercial understanding of the acquisition of new patients
  • A proven track record in delivering business growth within the Healthcare sector
  • A commitment to customer service, promoting excellence to consistently ensure the best possible customer experience is delivered.
  • An ability to manage time and workload effectively with a high attention to detail
  • Excellent communication skills, including the ability to communicate with any staff member about any issue impacting the organisation from a business development or service quality perspective
  • A commitment to personal development by undertaking regular learning and CPD activities, taking note of constructive feedback and striving to improve personal performance.

Main duties and responsibilities #

Commercial Performance

The Commercial & Service Quality Manager will be responsible for the delivery of new patients into the business and managing the key business relationships / partnerships contributing to the overall performance business performance, responsibilities will include:

  • Developing and managing new business leads into the business (Website / Walk In / B2B / Local Business / Partnerships)
  • Ensuring effective clinic diary management to support clinic performance
  • Collaborating with the Marketing Team regarding campaigns, events and clinic signage
  • PMI relationships and contract reviews:
    • BUPA (Finder expert’ / MSK Pathway)
    • AXA PPP
    • CIGNA
    • WPA
    • AVIVA
    • Vitality
  • B2B Relationships:
    • The Doctors Laboratory
    • HCA
    • Schoen clinic
    • Lyca Health
    • Preventicum
    • UME Group
    • Lexi Health
    • London Travel clinic
    • David Lloyd / Harbour Club
    • Esquared
    • My Health Specialist
  • Partnership relationships:
    • Psycle / DIGMEWIT
    • Goal Master
  • Competitor analysis / assist with annual price review
  • Oversee clinic debt management
  • Responsibility for Clinic budgets / expenditure
  • Meddbase projects team – operational development, template updates, online booking portal, new features, integrations

Contract Management Responsibility for:

  • WeType (Digital dictation)
  • Printers / Copiers
  • Franking machines
  • Bates (Office supplies)
  • Energy suppliers (Oroco)
  • Laundry (Hemel)

Service Quality

The Commercial & Service Quality Manager will take overall responsibility for the delivery of the highest standards of customer service across all Pure Sports Medicine clinics and ensuring all customer and consumer measures of experience meet the required standards — responsibilities will include:

  • Clearly understanding the Patient Journey’ and the Patient Experience’ and how this can be influenced
  • Training and upskilling the Practice Managers to support their teams to meet the required service standards
  • Overall responsibility for the management and performance of the following measures of service quality, reporting key messages back to the business:
    • Net promoter
    • Trust Pilot
    • Google Reviews
  • Developing a customer centric approach to patients and clinicians alike
  • Phone system / call recording / call audit / reporting and feedback

Leadership & Management

The Commercial & Service Quality Manager will act as a leader of the administrative and business development teams, setting the standards for behaviour and conduct. The responsibilities will include:

  • Recruitment of Practice Managers
  • Ensuring a proactive recruitment approach for resourcing the clinic-based administration teams, which includes, Clinical Receptionists and Clinical Administrators
  • Robustly manage the probationary review process, with input from the Clinical and Practice Managers
  • Ensure staffing levels for the administration teams are maintained at appropriate levels and standards at all times to meet the individual clinic needs and business forecasts
  • Line manager for Practice Managers (HR function, induction, 121, appraisals, performance management):
    • Direction and support on outreach activity
    • Managing activity against plan / forecast
    • Reporting on outreach activity
    • Performance management
  • Sales training and CPD events for Practice Managers and Clinic Administration teams
  • Development of Reception Scripts’ to ensure consistency with consumer interactions
  • Act in a highly professional manner within the clinic, reflecting the values of the organisation 
  • Actively engage and contribute to the Senior Management Team at Pure Sports Medicine

Any other duties which may be required and agreed with the Company.

The duties listed may change in light of developments within the organisation and are subject to review.

To apply for this role please send your CV, covering Letter and references to [email protected]​puresportsmed.​com with the subject Commercial & Service Quality Manager — Job Application’.