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About the Role
We are a tech-driven, patient-centric healthcare provider focused on integrated chronic disease management. We combine digital health tools, AI-supported care, and personalised treatment plans to deliver an exceptional patient experience. We are looking for a Patient Care Coordinator to be the first point of contact for our patients. This role sits at the heart of the clinic, managing front-desk operations, supporting our CRM platform, and ensuring every patient interaction is handled with warmth, professionalism, and efficiency.
Job Summary
As Patient Care Coordinator, you will be the welcoming face of the clinic. You will manage patient intake and registration, handle appointment scheduling, and support clinical and administrative teams to keep patient flow running smoothly. You will build lasting relationships with patients and their families so that every visit feels straightforward, safe, and well supported.
Core Responsibilities
Patient Reception and Hospitality
- Greet new and returning patients with warmth and professionalism.
- Guide patients through check-in and registration, ensuring a smooth and stress-free arrival.
- Provide clear information about clinic services, appointments, and procedures.
- Maintain an inviting, well-presented reception and waiting area at all times.
- Handle distressed, anxious, or urgent patients with calm, sensitivity, and care.
Patient Liaison and Journey Coordination
- Act as the first point of contact for patients and families in person, by telephone, and by email.
- Manage patient intake from registration through to checkout, ensuring every touchpoint is handled with care.
- Coordinate GP and specialist consultations and book external imaging, diagnostics, and referrals as required.
- Handle appointment scheduling, confirmations, follow-ups, and patient reminders.
- Guide patients through the full clinic process including consultations, diagnostics, pharmacy, and billing.
Diary and Facility Management
- Oversee doctor and clinic schedules, managing any changes or cancellations promptly.
- Work with clinical and operations teams to maintain efficient patient flow and minimise waiting times.
- Keep the front desk organised, fully stocked, and professionally presented throughout each shift.
Administrative and Financial Support
- Register new patients and maintain accurate, up-to-date records in the clinic's EHR system
- Process patient notes, letters, and correspondence in a timely manner.
- Handle new-patient packs and welcome documentation.
- Verify private medical insurance details, confirm eligibility, and assist with pre-authorisation requests.
- Handle consultation and treatment payments, issue receipts, and support billing enquiries.
- Ensure all handling of patient information complies with UK GDPR, the Data Protection Act 2018, and CQC standards.
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Patient Experience and Relationship Management
- Build long-term relationships with patients so they feel welcomed, valued, and safe at every visit.
- Address patient enquiries and concerns in person, by phone, and by email with empathy and professionalism.
- Handle complaints calmly and effectively, escalating to the appropriate team member when required.
- Gather patient feedback and share insights with the operations team to support continuous improvement.
CRM Management and Digital Systems
- Oversee CRM system operations, ensuring accurate data entry and timely patient follow-ups.
- Support the contact centre function when required, maintaining efficient patient communication across all channels.
- Help implement and improve CRM workflows to strengthen patient engagement and satisfaction.
- Use the clinic's EHR and CRM systems confidently to support patient interactions and scheduling.
- Maintain proficiency in MS Office and any other digital tools used across the clinic.
Workflow and Process Improvement
- Identify gaps in patient experience and propose practical improvements to workflows and service delivery.
- Support initiatives to improve patient engagement, satisfaction, and operational efficiency.
- Participate in training programmes, staff meetings, and quality improvement activities.
- Assist with CQC compliance activities and contribute to accreditation and audit processes.
Requirements
Key Requirements and Skills
Experience
- Proven track record in premium customer service, hospitality, or private healthcare administration in a UK setting.
- Minimum two years of front desk, patient affairs, or customer service experience in a healthcare environment.
- Familiarity with private medical insurance processes and UK healthcare administration standards.
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Communication
- Impeccable verbal and written communication skills in English.
- High emotional intelligence, empathy, and the ability to de-escalate sensitive or distressing situations.
- Culturally sensitive with the ability to support patients from a wide range of backgrounds.
Organisation
- Outstanding organisational ability with the capacity to manage multiple diaries, multitask, and prioritise without clinical delay.
- Strong attention to detail, particularly when handling patient records, insurance verification, and scheduling.
Professionalism and Confidentiality
- Impeccable personal presentation in line with private healthcare standards.
- High level of discretion when handling patient information, in accordance with UK GDPR and the Data Protection Act 2018.
- Calm, patient, and composed under pressure with a proactive and solution-focused approach.
Technical Proficiency
- Confident user of EHR or healthcare management systems, including SystmOne or EMIS, and CRM tools.
- Proficient in MS Office including Word, Excel, and Outlook.
Qualifications
- Relevant experience in private healthcare, hospitality, patient services, or administration is preferred. Relevant experience will be considered in place of a formal qualification.
- Knowledge of CQC standards and UK private healthcare regulatory requirements is an advantage.
- GCSE English and Maths at grade C or above, or equivalent.
Regulatory and Compliance Context
This role operates within the regulatory framework of the Care Quality Commission (CQC). The postholder must adhere to the clinic's infection prevention and control programmes, support patient safety standards, and maintain compliance with all relevant UK healthcare legislation.
Key Competencies
Competency
What Good Looks Like
Patient Focus
- Puts the patient first in every interaction. Anticipates needs before being asked.
Communication
- Clear, warm, and professional across all channels. Adapts tone to each patient.
Organisation
- Manages competing demands calmly. Nothing falls through the cracks.
Discretion
- Handles sensitive information with absolute confidentiality.
Team Contribution
- Supports colleagues proactively. Raises issues constructively.
Continuous Improvement
- Looks for better ways to serve patients and streamline processes.
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