Metabolic
Patient Coordinator and Sales Specialist
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About the Role
This role combines patient coordination with a sales-driven approach to programme enrolment. It sits at the centre of patient-facing operations in a private, specialist healthcare environment. The successful candidate will be the first point of contact for patients, converting enquiries into confirmed enrolments, guiding patients through their full care journey, and building lasting relationships that drive retention and satisfaction.
Job Summary
As Patient Coordinator and Sales Specialist, you will manage patient intake, coordinate care programmes, and actively promote the clinic's services to prospective and existing patients. You will handle inbound enquiries, manage appointment scheduling, support clinical teams, and oversee patient records with accuracy and care. You will work closely with clinical, nursing, and operations colleagues to keep patient flow running smoothly, and you will build long-term relationships so every patient feels valued, informed, and well supported.
Core Responsibilities
Patient Engagement and Sales
- Respond to inbound enquiries via phone, email, WhatsApp, and in person promptly and professionally.
- Educate prospective patients on available programmes, procedures, packages, and pricing to drive enrolment.
- Cross-sell and upsell relevant services to existing patients where clinically appropriate.
- Meet or exceed monthly and quarterly enrolment and revenue targets.
- Maintain a warm, welcoming manner with every patient and visitor across all contact channels.
Consultation Management
- Support medical professionals during patient consultations when required.
- Provide clear financial guidance including payment plans, self-pay options, and treatment quotes.
- Help patients understand clinical or treatment information in plain, accessible language.
- Follow up with prospective patients to nurture leads and address any concerns about treatments.
Programme Coordination and Scheduling
- Schedule appointments and manage patient flow through the clinic's EMR system.
- Oversee doctor and clinic diaries, managing changes and cancellations promptly.
- Coordinate with clinical and operations teams to maintain efficient patient flow and minimise waiting times.
- Track patient adherence to programme milestones and proactively follow up on missed appointments.
Administrative and Financial Support
- Register new patients and maintain accurate, up-to-date records in the clinic's EMR system.
- Manage patient invoicing, payment collections, and liaise with the finance team on billing enquiries.
- Ensure all patient data handling complies with UK GDPR, the Data Protection Act 2018, and the Caldicott Principles.
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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.
Compliance and Patient Safety
- Operate in compliance with CQC standards and all applicable UK healthcare regulations.
- Follow and support all clinic infection prevention and control policies in line with National guidance.
- Carry out all duties in line with the Equality Act 2010, treating every patient with dignity and respect.
- Assist with CQC compliance activities and contribute to accreditation and audit processes.
Digital and Administrative Systems
- Use the clinic's EMR and CRM systems to support patient interactions and scheduling.
- Maintain proficiency in MS Office and any other digital tools used across the clinic.
- Maintain accurate and timely CRM records to support lead management and patient retention.
Requirements
Key Requirements and Skills
Experience
- Minimum two years of experience in a patient coordinator, healthcare administrator, or similar patient-facing role within the UK.
- Proven track record in sales or client relationship management, ideally in private healthcare, aesthetics, dental, or wellness.
Communication
- Excellent verbal and written communication skills in English.
- Ability to explain complex clinical or treatment information simply and persuasively.
- High emotional intelligence, empathy, and the ability to de-escalate sensitive or distressing situations.
- Culturally sensitive with the ability to support patients from a range of backgrounds.
Sales Acumen
- Strong ability to assess patient needs, build trust, and convert enquiries into confirmed bookings.
- Commercially minded with a target-driven approach that never compromises on ethical care standards.
- Experience nurturing leads through CRM pipelines and following up with prospective patients effectively.
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, composed, and solution-focused under pressure.
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Technical Proficiency
- Confident user of EMR or healthcare management systems and CRM tools.
- Proficient in MS Office including Word, Excel, and Outlook.
Qualifications
- A background in Healthcare Administration, Business Administration, or a related field is an advantage; we welcome applications from those with equivalent practical experience.
- Knowledge of CQC standards and UK private healthcare regulatory requirements is an advantage.
- First Aid certification is desirable.
- Fluency in a second language relevant to the patient population served is desirable.
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 including UK GDPR, the Data Protection Act 2018, the Working Time Regulations 1998, and the Equality Act 2010.
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. |
| Sales Performance | Converts enquiries into enrolments consistently. Meets and exceeds targets without cutting corners. |
| 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. |
Benefits
What We Offer
- Competitive base salary with a performance-based commission and bonus structure.
- Company pension scheme in line with auto-enrolment obligations under the Pensions Act 2008.
- 25 days' annual leave including bank holidays, in compliance with the Working Time Regulations 1998.
- Private healthcare and wellbeing benefits.
- Ongoing professional development, training, and a genuinely supportive team environment.
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