Medical Records Staff jobs in London

My- IClinic is a modern, fast-growing ophthalmic clinic based in the heart of North London, focused on delivering outstanding, patient-first eye care. Family-owned and co-founded by consultant ophthalmic surgeons Mr John Bolger and Mrs Bola Odufuwa Bolger, the clinic is built on decades of clinical expertise and international recognition in advanced eye surgery and education.

Mr Bolger brings over 30 years of experience in ophthalmology and is a pioneer of micro-incision cataract surgery in the UK, while Mrs Bolger is an internationally acclaimed lecturer and respected leader in the field of ophthalmic surgery. Together, they have created a practice that blends world-class clinical standards with a genuinely supportive and collaborative team culture.

At My- IClinic, innovation, learning, and continuous improvement are part of everyday working life. The clinic embraces modern, efficient ways of working and invests in developing its people, making it an ideal environment for those starting their careers in healthcare. This is a place where you can build real skills, be part of a high-performing team, and contribute directly to improving patients’ lives through exceptional eye care.

The Opportunity

We are seeking a motivated and empathetic Patient Pathway Co Ordinator to join our team This is an exciting opportunity to be the first point of contact for patients, supporting them through every stage of their cosmetic journey with care, confidence, and professionalism.

You will play a key role in guiding enquiries through to confirmed bookings, combining excellent communication skills with a strong customer service and sales mindset. Working in a fast-paced but supportive environment, you will help ensure every patient feels informed, reassured, and looked after from their first interaction. This is a pivotal position responsible for managing the end-to-end patient journey, from initial enquiry through to post-procedure care and retention. You will ensure every patient receives a seamless, supportive, and professional experience at every stage of their pathway.

This role is ideal for someone who is people-focused, highly organised, and passionate about delivering a standout experience in a growing and patient-centred practice while being commercially driven.

Key Responsibilities

Sales and Patient Pathway

· Engage with prospective and existing patients through various communication channels, being highly responsive, and empathetic to their needs, building a strong rapport.

· Verify enquiries, manage leads through a pipeline effectively to convert enquires to consultations, surgical procedures and retain existing patients.

· Proactively track patient progress and ensure no step in the pathway is delayed or missed

· Maintain ongoing communication after procedures to support long-term relationships and encourage referrals.

· Consistently work towards and achieve individual sales targets and KPIs.

· Oversee clinician schedules and manage appointment diaries, to ensure adequate availability to meet patient demands liaising directly with consultants to ensure good utilisation of practice space and clinician time.

Patient Experience

• Welcome patients and act as a first point of contact within the clinic, and a brand ambassador championing the My-IClinic ethos and 5 star excellence.
• Identify emergencies or patient concerns, escalating where clinically appropriate and resolving patient experience concerns at source where possible.
• Re-engage previous enquiries to maximise conversion opportunities in a patient-focused way
• Support clinicians by ensuring consultations are fully prepared and patients are well-informed before appointments.
• Coordinate with surgeons, nurses, and clinical teams to align schedules, pre-op requirements, and post-operative care plans.
• Provide clear, accessible information to patients about their journey, expectations, and timelines.
• Act as a trusted point of contact to reduce anxiety and improve patient confidence throughout the process.
• Oversee financial transactions, ensuring accurate and seamless processing of payments and invoices, in an empathetic manner to patients.
• Monitor and maintain stock levels for front-desk supplies to support smooth day-to-day clinic operations.
• Ensure all patient facing areas are consistently clean, organised, and presentable, creating an exceptional first impression.
• Actively support marketing initiatives to promote the clinic and enhance patient engagement.
• Encourage patients to leave reviews and testimonials.

Clinic Operations

• Support the efficient running of clinics and patient flow.
• Assist with appointment preparation and clinic coordination.
• Maintain accurate clinical documentation and electronic records.
• Support senior staff with operational and administrative processes
• Contribute to a clean, organised, and professional clinic environment.
• Support reporting on conversion rates, patient flow, and pathway efficiency.
• Collect, analyse, and escalate patient feedback to improve the overall pathway experience.
• Identify bottlenecks or inefficiencies in the patient journey and suggest improvements.
• Contribute to continuous service development and patient experience enhancements.

Governance & Compliance

• Adhere to regulatory, clinical governance, and data protection requirements.
• Follow policies, procedures, and best practice guidelines.
• Participate in audits, quality improvement initiatives, and training.
• Report incidents, risks, or concerns in line with governance processes.
• Maintain mandatory training and professional competencies.

About You

Essential

Team player with a flexible, adaptable mindset

Confident using IT systems and electronic records

Commitment to confidentiality and safe practice

Commitment to personal development

A confident, warm, and approachable personality with excellent communication skills

Highly organised with strong multitasking and diary management abilities

A proactive, solution-focused mindset with a genuine desire to help people

Strong background in customer service (sales or healthcare experience desirable)

Ability to remain calm, professional, and empathetic in a fast-paced environment

Passion for delivering an exceptional patient experience from start to finish

Desirable

Experience in a results driven sales role, achieving or exceeding individual KPIs and targets

Experience with Pabau CRM, Medisight or Open Eyes ERM

What we offer

Private Medical Insurance post probation

Monday to Friday shift schedule

Rota shifts to support work life balance, time in lieu for additional hours worked

Pension Scheme through Nest

Social Events – Company Fun Friday’s, regular company events

Wellbeing- Organic weekly fruit, discounted treatments post probation

28 days annual leave, inclusive of bank holiday.

Free On-Site Parking

£27,000-30,000 on target earnings

Pay: £27,000.00-£30,000.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance

Experience:

• Sales: 1 year (required)
• Customer service: 1 year (required)

Work Location: In person