Medical Line jobs in Birmingham

Important Information for Applicants

This role requires proven, relevant experience in aesthetics as a Patient Coordinator or similiar client facing role.

Due to the high volume of applications we receive, only candidates who meet the essential criteria will be considered.

This is a full-time position, working 40 hours per week on a fixed rota of Tuesday to Saturday. As the clinic is closed on Sundays and Mondays, the successful candidate will be expected to work these set days as part of their contracted hours.

About Secret Aesthetics

Secret Aesthetics is a multi-award-winning luxury medispa located within Harvey Nichols, Birmingham. Renowned for its doctor-led, restorative approach to aesthetics and skin health, we pride ourselves on offering a five-star patient experience that blends medical precision with luxury service.

We are seeking an experienced and dynamic Patient Coordinator / Clinic Coordinator to support our growing clinic and elevate the patient journey from consultation to aftercare.

The Role

This is a pivotal role at the heart of our clinic - ensuring every patient receives a seamless, personalised, and exceptional experience. You will work closely with our front-of-house and clinical team to ensure every patient enjoys a seamless, five-star journey from first enquiry through to treatment and aftercare.

Your day will involve:

• Delivering a seamless five-star patient experience from initial enquiry through to treatment completion and ongoing aftercare.
• Welcome patients to the clinic, check them in efficiently, and ensure they are comfortable throughout their visit.
• Check patients out following appointments, process payments accurately, issue receipts where required, and explain future treatment recommendations.
• Coordinate patient appointments between therapists and doctors to ensure smooth clinic flow, efficient timekeeping, and an exceptional patient experience.
• Review daily clinic lists, identifying new and existing patients who would benefit from comprehensive treatment planning and follow-up.
• Support clinicians in optimising consultations by ensuring patients receive holistic treatment plans rather than single-treatment bookings where clinically appropriate.
• Proactively follow up consultation leads, treatment plans, quotations, and outstanding recommendations to maximise patient conversion and long-term retention.
• Identify ethical upselling and cross-selling opportunities based on patient goals, treatment history, and clinical recommendations.
• Manage all inbound enquiries via telephone, email, website, social media, and walk-ins, responding promptly, professionally, and in line with the Secret Aesthetics brand.
• Build lasting relationships with patients through exceptional communication, personalised service, and proactive follow-up.
• Perform VISIA skin analysis scans (training provided where necessary) and confidently explain the purpose of the assessment and relevant aftercare information.
• Maintain accurate patient records, consent documentation, treatment plans, and appointment notes in accordance with GDPR, CQC requirements, and clinic policies.
• Maintain complete, accurate, and contemporaneous records relating to medicines management, prescriptions, stock, dispensing, patient care, and clinical governance, ensuring full compliance with CQC standards, GDPR, and internal policies.
• Coordinate patient flow throughout the day, ensuring treatment rooms are prepared, clinicians remain on schedule, and any delays are communicated professionally.
• Liaise closely with clinicians and the wider team to ensure efficient internal communication and smooth daily operations.
• Assist with stock control, stock checks, ordering consumables, medicines management, and supplier coordination where required.
• Support clinic marketing initiatives, patient events, VIP evenings, and promotional campaigns.
• Monitor key performance indicators including enquiries, consultation conversions, treatment plan uptake, patient retention, and diary utilisation, providing regular reports where required.
• Ensure all patient interactions uphold the highest standards of confidentiality, professionalism, medical governance, infection prevention and control, and patient safety.
• Undertake general reception, administrative, and operational duties to support the efficient running of the clinic.
• You are proactive, polished, and empathetic — able to anticipate both patient and practitioner needs. You excel under pressure, adapt quickly, and take pride in delivering service excellence in every interaction.

About You

We're looking for someone who thrives in a fast-paced, luxury medical environment and has a genuine passion for delivering exceptional patient care. You understand both aesthetics and sales, recognising opportunities to support patients in achieving their goals while contributing to the commercial success of the clinic.

You are proactive, polished, highly organised, and resourceful, with the confidence to work independently and make sound decisions with minimal supervision. You naturally anticipate the needs of both patients and clinicians, communicate professionally at all levels, and remain calm under pressure.

You take ownership of your work, demonstrate excellent attention to detail, and use initiative to identify problems and implement practical solutions efficiently. Above all, you are committed to maintaining the highest standards of customer service, clinical governance, confidentiality, compliance, and patient safety, taking pride in delivering a seamless five-star experience in every interaction.

Essential

• Minimum 3 years' experience in a medical aesthetics, dermatology, cosmetic surgery, or luxury healthcare environment.
• Previous experience in a patient-facing role, ideally as a Patient Coordinator or Front of House.
• Excellent communication and interpersonal skills with a passion for delivering exceptional patient care.
• Strong knowledge of aesthetic treatments, medical-grade skincare, and the patient journey.
• Commercially minded with a proven ability to convert enquiries into consultations and treatment plans.
• Highly organised with excellent attention to detail and the ability to prioritise effectively.
• Proactive, resourceful, and confident working independently using initiative.
• Professional, well-presented, and emotionally intelligent.
• Committed to maintaining high standards of confidentiality, clinical governance, GDPR, and CQC compliance.

Desirable

• Experience using clinic management software (e.g. Zenoti, Pabau, Phorest, or similar).
• Knowledge of injectables, aesthetic devices, and medical-grade skincare.
• Experience in a CQC-regulated healthcare environment.
• Experience performing VISIA Skin Analysis or similar skin imaging consultations.

Benefits

• Complimentary aesthetic treatments
• 50% staff discount on additional treatments
• 30% Harvey Nichols staff discount nationwide
• Career progression opportunities within a growing brand

Career Progression

This is an exciting opportunity to grow with a forward-thinking, leading doctor-led aesthetics brand committed to professional development and innovation in patient care.

Job Type: Full-time

Pay: From £13.50 per hour

Expected hours: 40.0 per week

Benefits:

• Employee discount
• Store discount

Application question(s):

• Do you have a minimum 3 years’ experience in aesthetics, dermatology, or luxury clinical setting?
• Do you have knowledge of injectables, lasers, skin devices, and medical-grade skincare?
• Do you have experience in sales or marketing of aesthetic procedures?

Work Location: In person