Medical Healthcare jobs in Northern Ireland

Job Title: Patient Experience Advisor (Front of House)
Location: Galgorm Castle, Ballymena
Job Type: Monday & Thursday 9-5
Reports To: Regional Operations Manager

Role Purpose
At Duality Healthcare, we believe healthcare should feel personal, accessible and centred on people, not processes. We provide a personalised, professional and welcoming environment for our patients, ensuring their journey with us is seamless from first contact to ongoing care.

We are seeking a highly organised and empathetic member to join our front line Patient Experience Team. Our Patient Experience Advisors are the cornerstone of the delivery of excellent patient/customer care. You will be the first point of contact for patients, handling a high volume of inbound and outbound calls with professionalism and care. This role requires excellent communication skills, attention to detail and the ability to deliver outstanding customer service while managing a range of administrative tasks.

Key Responsibilities – Patient Calls & Front of House:

• Act as the first point of contact for patients via phone and email, providing a warm, professional and supportive service at all times.
• Manage inbound and outbound calls, including appointment bookings, rescheduling, membership enquiries, treatment information, payments and follow up calls.
• Support patients with queries relating to tests, bloods and treatment pathways, escalating to clinicians where appropriate.
• Manage membership patients, ensuring their needs are met and they receive a premium level of service.
• Identify potential new members and pass them on to the membership coordinator for a scheduled follow up call.
• Promptly and accurately input and update patient information in practice systems, creating workflows and tasks as required. This includes managing the ‘virtual waiting room’.
• Handle basic complaint resolution with empathy and professionalism, escalating when necessary.
• Work closely with clinical and administrative colleagues to ensure smooth patient flow and continuity of care.
• Maintain strict confidentiality and adhere to GDPR and data protection guidelines.
• Contribute to the overall efficiency, smooth running and patient experience of the practice.
• Provide cover for the Front Desk reception as required on an ad hoc basis.
• Attend daily ‘Huddle’ either face to face or virtuality dependent on location.
• Participate in regular training sessions to remain up to date in new systems and processes.
• Support and help to train new members of the team as required.

Duties as outlined are descriptive, not exhaustive and may be changed or added to over time.

What you’ll bring:

• Previous experience in healthcare, front of house or a hospitality based, customer service call handling role is highly desirable.
• Outstanding communication and interpersonal skills, with a genuine passion for patient care.
• Ability to remain calm, empathetic, and professional in challenging situations.
• Strong organisational skills with excellent attention to detail.
• Confident using MS Office computer systems and booking software.
• Problem solving skills and ability to manage patient expectations effectively.
• A team player with flexibility and a proactive approach.

Duties as outlined are descriptive, not exhaustive and may be changed or added to over time.

Further Information:

• Hours: Part Time position available
• Salary: £12.71 per hour
• Monday and Thursday 09:00-17:00 with flexibility for additional hours for holiday cover.
• Benefits: Duality Healthcare Free Annual Membership, Private Medical Insurance, Mental Health Support, Pension scheme, Recognition and Reward through our WOW awards, training opportunities, generous annual leave entitlement and a supportive team culture, being part of a growing patient focused private Healthcare Group.

Why Join Us?

At Duality Healthcare, we do things differently. We pride ourselves on offering care that feels personal and patient focused, in a clinic where people feel valued — patients and staff alike. If you’re organised, approachable and enjoy helping others, you’ll fit right in.

Application Process:

Convictions/Offences:

An AccessNI Enhanced Disclosure Check will be required for this position.

Duality Healthcare Northern Ireland Ltd adheres to the AccessNI Code of Practice, a copy of which can be made available upon request or use this link to COP - https://www.nidirect.gov.uk/publications/accessni-code-practice.

Under the Rehabilitation of Offenders (Exceptions) Order Northern Ireland 1979, Duality Healthcare NI Ltd, as a Provider of Healthcare is included in the list of excepted employers. As such, all criminal convictions may never be regarded as spent and must be disclosed when applying for a post in Duality Healthcare Ltd.

Please note, having a criminal conviction does not necessarily exclude you from employment.

Duality Healthcare NI Ltd recruits according to our Recruitment of Ex-Offenders Policy and Storage & Handling Policy, copies ofwhich can be made available upon request. To request a copy email recruitment@dualityhealthcare.com

Pay: £12.71 per hour

Expected hours: 15.0 per week

Benefits:

• Bereavement leave
• Company events
• Company pension
• Enhanced maternity leave
• Free parking
• On-site parking
• Sick pay
• Transport links

Work Location: In person