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Role Overview

The Client Experience Lead plays a central role in delivering an exceptional experience for patients, consultants and visitors attending the clinic. Acting as the first point of contact, the role ensures every interaction reflects the clinic’s commitment to professionalism, discretion and high quality care.

Combining front of house responsibilities with client coordination and operational support, the Client Experience Lead helps ensure a seamless journey from initial enquiry through to appointment and follow up. The role also includes responsibility for coordinating the clinic’s VIP client pathway, ensuring a personalised, discreet and efficient service for high priority clients.

Key Contacts

Internal

• Client Relations and Referrer Engagement Manager
• Director of Business Development
• Clinical Operations Manager
• Consultants and Clinical Teams
• Administrative and Operational Teams

External

• Patients and visitors
• External consultants and referrers
• Third party providers and medical secretaries

Client Experience and Reception

• Welcome and assist patients and visitors with professionalism, warmth and discretion
• Act as the first point of contact for all client enquiries in person, by phone and via email
• Ensure reception and waiting areas remain clean, organised and welcoming
• Maintain refreshments and front of house presentation standards
• Support patients throughout their visit, including guiding them through the clinic where required
• Deliver an exceptional client experience at every touchpoint

Patient Journey Coordination

• Coordinate appointments, consultations and follow up visits
• Manage patient arrivals, departures and scheduling using the clinic’s booking system
• Ensure patients are kept informed of appointment timings and next steps
• Support patients throughout their visit to ensure a smooth and efficient clinic experience
• Liaise with clinical teams to ensure appointments run efficiently and patients are appropriately supported

VIP Client Pathway

• Coordinate the clinic’s VIP client pathway from initial enquiry through to completion of the visit
• Act as the primary point of contact for VIP clients, ensuring a highly personalised and discreet service
• Liaise with consultants, clinicians and operational teams to ensure VIP appointments are coordinated seamlessly
• Ensure all aspects of the VIP experience meet the clinic’s high service standards

Consultant Coordination

• Support the Consultant Privileges Manager in managing consultant schedules and availability
• Assist with the onboarding of new consultants and ensure required documentation is completed and verified
• Coordinate communication between consultants, clients and internal teams to ensure timely information exchange
• Build and maintain positive working relationships with internal and external consultants and clinicians

Administrative Responsibilities

• Process bookings, cancellations and payments accurately and efficiently
• Maintain accurate and up to date patient records and documentation
• Assist with transferring medical images and supporting documentation where required
• Respond to patient enquiries and escalate complex issues when appropriate
• Provide administrative support including filing, post management and document preparation
• Assist with preparation of reports, presentations and correspondence as required

Clinic Operations Support

• Assist the Clinical Operations Manager with day to day operational and administrative tasks within the clinic
• Support the management of daily clinic lists to ensure appointments are coordinated effectively
• Assist with stock monitoring and coordination of clinic supplies
• Help ensure the smooth operation of front of house and clinic administrative processes

Team Support and Cover

• Provide cover for the Client Relations Officer when required
• Work collaboratively with administrative and clinical teams to maintain service continuity
• Support colleagues during busy periods or absences to ensure consistent service delivery

Compliance and Governance

• Adhere to all company policies, procedures and regulatory requirements
• Maintain patient confidentiality and comply with data protection standards
• Follow infection control and clinic protocols at all times
• Record incidents, feedback and service issues to support continuous service improvement

Key Performance Indicators

• High levels of client satisfaction and positive patient feedback
• Efficient and accurate management of appointments and consultant schedules
• Timely resolution of client queries and complaints
• Effective coordination of the VIP client pathway
• Compliance with clinic policies and operational procedures

Person Specification – Essential

• Previous experience in a client facing, front of house or administrative role
• Excellent interpersonal and communication skills
• Strong organisational skills and attention to detail
• Ability to manage multiple priorities in a busy environment
• Professional, approachable and service oriented manner
• Proficiency in Microsoft Office and administrative or booking systems

Desirable

• Experience working in private healthcare or a clinical environment
• Familiarity with medical terminology or patient record systems
• Experience handling bookings, payments or appointment coordination

Personal Attributes

• Client focused with a commitment to delivering high quality service
• Calm and professional under pressure
• Empathetic and patient centred approach
• Strong team player with a proactive mindset
• Professional appearance and conduct