Patient Experience Coordinator

Job description

This Isn't a Reception Job

Most clinic reception roles ask you to answer phones and check people in. This one asks you to own the entire patient experience — from the first phone call to the moment someone walks out of the door feeling genuinely looked after.

At The MOLE Clinic, patients come to us at a vulnerable moment. They may have noticed something on their skin that worries them. They may have just been told they need a referral. The way you greet them, the way you speak to them, and the way you make them feel in that waiting room matters more than most people in most jobs will ever appreciate.

We're looking for someone who gets that instinctively.

What You'll Actually Do

You'll be the face of the clinic. Day to day, that means:

Patient Experience

Welcoming every patient warmly, offering refreshments, managing the flow of the clinic, checking in on how their appointment went, and asking for Google reviews when the moment feels right. You'll learn to read the room — knowing when someone needs reassurance and when they just need things to move quickly.

Bookings & Patient Communication

Managing appointments via phone, email and in person using IntakeQ, our practice management system. You'll handle bookings, rescheduling, cancellations and patient queries — with a strong understanding of the difference between our self-pay patients, PMI (private medical insurance) patients, and patients being referred onto the NHS pathway.

Invoicing & Payments

Creating accurate invoices, recording payments, handling refunds and managing the financial side of each patient visit. Our billing flows directly into QuickBooks — accuracy isn't optional, and you'll be trained thoroughly to get it right every time.

Clinic Operations

Daily and weekly tasks that keep the clinic running: stock management, opening and closing procedures, compliance checks, maintaining patient records in line with GDPR, and supporting the Clinic Manager and clinical team.

Training & Development

You'll complete a structured one-week induction covering everything from our services and patient types to IntakeQ, invoicing, GDPR, CQC compliance, and customer service standards. You won't be left to figure it out — you'll be trained properly, supported by your Clinic Manager, and assessed at the end of Week 1 to make sure you feel confident and ready.

From there, your development continues. Patient Experience Coordinators who show initiative and leadership have a clear progression path into senior and management roles as we open new clinics — and for those who want to go further, we support high performers toward training for CQC Registered

Manager status, the professional qualification that enables you to lead and be accountable for a CQC-registered healthcare service. This is a meaningful and genuinely rare career pathway for someone starting in this role.

What We Offer

• £27,000 base salary
• Monthly performance bonus — approximately £2,500 per year
• 25 days annual leave plus bank holidays — and your birthday off
• Private Medical Insurance from day one
• Company pension scheme
• Company sick pay
• Friends and family discount on treatments
• Employee referral scheme
• Eyecare vouchers and annual flu vaccination

What we are looking for

We welcome applications from recent graduates. You don't need healthcare experience — you need the right instincts, a genuine warmth with people, and the kind of organisational sharpness that means nothing falls through the cracks.

You might be right for this role if you've worked in premium hospitality, retail management, customer service, or any environment where the quality of the human interaction was taken seriously.

You're probably right for this role if:

• You understand that people in a private healthcare setting expect more — and you're energised by that, not intimidated by it
• You're calm under pressure and genuinely solutions-focused
• You're comfortable with detail, systems, and administration — and you take accuracy personally
• You have a warm, professional manner that comes naturally rather than feeling performed
• You want a role where your attitude and initiative are noticed and rewarded

Essential: Experience in a customer-facing role where standards mattered

Desirable: Experience in healthcare, private clinic, or GP practice; familiarity with practice management software; Microsoft Office proficiency

Accepted degree subjects

Any

Additional job details

How to apply

Send us your CV and a short note — not a cover letter template, just a genuine paragraph or two explaining why this role appeals to you and what you'd bring to The MOLE Clinic team.

Applications without a covering note will not be progressed.

The MOLE Clinic is an equal opportunities employer. We welcome applications from all qualified candidates regardless of background.

Click Apply to start your application now. This job will be available on Prospects until 18 June 2026

Don't forget to mention Prospects to employers when you contact them.

Closing date:  Continuous recruitment