Patient Experience Coordinator

Role Summary

We're a patient-focused injury treatment and wellness clinic looking for a warm, confident and organised front desk and patient experience professional. You'll lead the patient journey from first contact through to follow-up, communicate clearly about plans and pricing, manage a smooth diary and support the team day-to-day. If you enjoy helping people, running an efficient day, and taking ownership of your work, this is the role for you. Full training provided.

The Most Important Role in Our Business

And here's why…

We see ourselves as a customer service business that happens to provide injury treatment and wellness services - and our Front Desk is at the heart of everything we do.

This role is for someone who is warm, confident, organised, and takes pride in delivering an exceptional experience for every patient. You'll be the person who makes patients feel welcome, supported and ready to take the next step in their recovery.

If you enjoy helping people, communicating clearly and running a smooth, well-organised day - you'll thrive here.

About the Role

You'll lead the patient journey from the first enquiry through to follow-up conversations. This includes effectively handling phone enquires, welcoming patients, understanding their needs, discussing pricing and plans of care confidently, keeping the diary running efficiently, and supporting the wider team.

Your work directly impacts patient experience, retention and overall clinic performance - which is why this is a vital role.

Key Responsibilities

Patient Experience

• Welcome every patient warmly and professionally

• Hold meaningful 15–20 minute phone calls with new patients

• Follow up after appointments to ensure satisfaction

• Maintain a calm, organised, welcoming front-of-house environment

Communication & Value

• Discuss pricing, plans of care and next steps with clarity

• Handle questions or objections with empathy and confidence

• Guide patients toward decisions that support their long-term health

Engagement & Follow-Up

• Respond to all new enquiries within 30 minutes (during clinic hours)

• Reactivate past patients through thoughtful follow-up

• Reduce cancellations and help patients stay consistent with their plan

• Contact off schedule patients and support rebooking where appropriate

• Encourage reviews and referrals through excellent service

Organisation & Administration

• Manage bookings and diaries with accuracy

• Keep patient records organised and up to date

• Raise invoices and record payments correctly and on time

• Support the wider team during busy periods or staff absences

• Keep procedures clear and current

How We Define Excellent Performance

Success in this role is about confidently supporting patients through their journey and keeping the clinic running smoothly. You'll know you're doing well when:

• New enquiries are handled promptly

• The schedule stays efficient and well-balanced

• Patients remain engaged with their plan of care

• Past patients feel supported to return

• Reviews and referrals remain strong

• Team communication is smooth and reliable

These outcomes are measured through clear, role-specific KPIs, all designed to reflect excellent patient experience and strong coordination. Full training and guidance will be provided.

Who We're Looking For

• Confident, clear communicator

• Warm, personable and easy to talk to

• Highly organised and reliable

• Calm under pressure

• Comfortable discussing pricing and commitment

• Professional, proactive and solutions-focused

• Growth-minded and eager to develop

• Team player who values consistency and high standards

Why You'll Love Working With Us

• You'll play a central, respected role in the clinic

• You'll work in a caring, supportive, motivated team

• You'll be trained in communication, confidence and patient experience skills

• You'll have responsibility, trust and autonomy in your work

• You'll be part of a clinic that values emotional intelligence, organisation and professionalism

• You'll contribute directly to life-changing outcomes for our patients

This is a role for someone who takes pride in what they do and enjoys being a key part of a high-quality patient journey.

Ready to Play a Vital Role in Our Team?

If you're warm, confident, organised and ready to contribute to an exceptional patient journey, we'd love to hear from you.

Apply Today.

Job Types: Full-time, Part-time

Pay: £25,000.00-£27,000.00 per year

Expected hours: 30 – 37.5 per week

Benefits:

• Company pension
• Employee discount
• On-site parking

Ability to commute/relocate:

• Market Harborough LE16 7JT: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you comfortable making phone calls? (Yes/No)
• A patient calls unsure about booking because of the cost. How would you approach that conversation?

Experience:

• Customer service: 1 year (preferred)

Work Location: In person