Private Medical Secretary jobs in Hertfordshire

About Us

London Gynaecology is a leading, Private Equity–backed women’s health practice delivering outstanding, personalised care across our clinics in Harley Street, The Portland Hospital, the City of London, and our newly opened Richmond clinic. We support more than 1,500 patients each month, with continued expansion planned.

Our mission is to provide exceptional, expert gynaecological and reproductive healthcare with compassion, respect, and clinical excellence at every stage of the patient journey.

Our Values – ONE TEAM

• Ownership
• Nurturing
• Excellence
• Trust
• Empathy
• Accessibility
• Mentorship

We are committed to treating every patient and colleague with honesty, dignity, and respect. Cultural fit is essential at London Gynaecology — our ONE TEAM values guide how we work together. We welcome team players who bring empathy, collaboration, and a commitment to delivering exceptional patient care.

The Role

The Deputy Team Lead combines hands-on medical secretary and clinic duties with day-to-day leadership of the Patient Services team. You will make sure our phones are answered and telephony Key Performance Indicators (KPIs) are met, manage the Patient Services rota so every clinic and phone line is covered, and set the standard for patient service across all our sites. This is a great opportunity for an experienced medical secretary who can thrive in a leadership role.

The role will sit in the Patient Services team and will report to the Admin Team Manager, deputising for them in their absence. In addition to the key responsibilities, the role will support other members of the team and requires flexibility due to the nature of Patient Services.

Key Responsibilities

· Deputise for the Admin Team Manager and support the Patient Services team day to day

· Make sure phones are answered and telephony KPIs are met.

· Manage the Patient Services rota across all sites.

· Carry out medical secretary and clinic duties for your own consultants.

· Support and develop the team, holding them to account in line with our ONE TEAM values.

Team Leadership

· Support the Patient Services team day to day; allocating work, setting priorities and making sure standards are met across all sites.

· Deputise for the Admin Team Manager in their absence, acting as first point of escalation for the team.

· Run daily team huddles covering clinic demand, call volumes, staffing and any issues.

· Act as escalation point for complex or sensitive patient enquiries, grumbles and complaints, resolving at first point of contact where possible.

· Spot process issues and suggest improvements, working with the Operations Team to put them in place.

Telephony & KPIs

· Make sure all inbound calls are answered promptly and handled to a consistently high standard, by the patient services team in line with agreed KPIs (e.g. answer rate, wait time, abandoned and missed calls, call-backs).

· Make sure missed calls and voicemails are returned the same working day.

· Oversee the Hubspot ticket queue and whatsapp/ email inboxes, making sure responses are timely and resolved at first point of contact where possible.

· Address performance with individuals through coaching and feedback.

Patient Services Rota

· Build and manage the Patient Services rota, making sure phones, clinics and front of house are covered at all sites during opening hours.

· Plan the rota at least four weeks ahead, in line with consultant clinic schedules and expected call demand.

· Manage annual leave requests, sickness and short-notice absence, arranging cover so the service is not affected.

· Keep the rota up to date and shared with the team, flagging gaps or staffing pressures to the Admin Team Manager early.

· Record sickness and absence accurately in line with company policy.

Medical Secretary Duties

· Ownership of consultant clinics and diary management; ensuring clinics are booked in advance, working closely with consultants to maximise clinic capacity, and providing comprehensive support throughout to both patients and consultants.

· Collaborating with the Operations Team in extending availability as per patient demand, clinic availability and team capacity.

· Responsibility for day-to-day consultant clinics; greeting all patients of the clinic with a warm welcome and creating a pleasant and relaxed atmosphere, checking patient details and updating records as required, managing delays and keeping patients informed, creating invoices and taking payments and arranging any further appointments / scans as per consultant requests.

· Liaise directly with patients to ensure a consistently high-quality experience, provide personalised support to patients and listen to their views and feedback to improve services where needed.

· Being the last point of contact before patients depart the clinic and ensuring their visit has been satisfactory.

· Help to manage the Practice email inbox, including booking appointments, providing general information, responding to queries, and forwarding emails to relevant team members as necessary.

· Answering the main telephone line and dealing with calls from new patients, existing patients, other hospitals and Practices, booking and cancelling appointments and taking payments over the phone.

· Creating letters (e.g. clinic letters, result letters, referral letters, insurance company letters) and sending these to relevant parties.

· Booking procedures for operating theatre, including booking ad-hoc theatre time and anaesthetic cover.

· Working with consultants to ensure that requested test results are received and forwarded to patients in a timely manner.

· Open and distribute daily post in a timely manner, ensuring consultants are aware of any correspondence (post or email) that needs their attention.

· Scanning and filing of patient correspondence.

· Cultivate referral pathways by building professional relationships with external consultants, referrers and private medical practices.

· Chaperoning where required (training will be given).

· Keep your knowledge up-to-date of all the services and products that London Gynaecology provides.

· Keeping up to date with mandatory training.

· Use company systems and softwares as required, such as CRMs, patient management softwares, communication platforms.

· Follow company processes and SOPs, and adhere to company guidelines.

· Maintain patient confidentiality and safety in line with London Gynaecology & GDPR requirements.

Team Development & Support

· Support Admin Team Manager with conducting one-to-ones

· Support annual appraisals, setting clear objectives and supporting individual development.

· Monitor performance, providing constructive feedback and taking early action where concerns arise.

· Support induction of new team members so they are equipped to meet role expectations.

· Lead by example in upholding the highest standards of professionalism and patient care, setting clear expectations and fostering a culture of excellence across the team.

· Provide guidance and support to colleagues on patient-related admin, grumbles and complaints, and complex queries.

· Act as a mentor to junior colleagues by sharing knowledge, offering guidance and supporting their development, in line with our ONE TEAM values.

Experience

· Essential - Significant experience as a medical secretary in a medical environment, ideally private, including supervising or leading a team.

· Experience managing a staff rota and working to service KPIs.

· PC experience (MS Office Suite) - essential.

· Practice manager (Semble) software experience - valuable but not essential.

· CRM experience (Hubspot) – valuable but not essential.

· Telephony system experience (8x8) – valuable but not essential.

· Confident leader who can motivate a team and hold people to account fairly.

· Organised and comfortable using data; able to read KPI reports and act on them.

· Team-player; able to work collaboratively, respectfully and in line with London Gynaecology’s values.

· Positive attitude and demeanour.

· High attention to detail.

· Ability to manage multiple priorities in a fast-paced environment.

· A willingness to be flexible, pitch in and work outside of the core responsibilities of the role; we are a small (but growing) team and we all work as needed from time to time.

Benefits

· 25 days holiday + England bank holidays per year

· Private Pension

· Private Health Cover

Disclaimer

The responsibilities and duties outlined above are not exhaustive and may be amended to meet the evolving needs of the business.

Benefits:

• Company pension
• Private medical insurance

Ability to commute/relocate:

• London W1G: reliably commute or plan to relocate before starting work (required)

Experience:

• Microsoft Office: 2 years (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person