Clinic Experience Coordinator

The Clinic Experience Coordinator is the "heartbeat" of Bodytonic Clinic. You are the driving force behind our clinic's daily success, blending high-level operational excellence with a warm, patient-first approach. Your success is defined by a clinic that runs like clockwork, a team that feels supported, and patients who receive a seamless, world-class experience from the moment they book to the moment they finish their rehabilitation journey.

As the Clinic Experience Coordinator, you will oversee day-to-day operations, ensuring smooth workflows and high patient care standards. You are the first friendly face patients meet and the systems-thinker who builds robust, repeatable processes behind the scenes. You focus on driving clinic growth, daily operations, team development, and fostering a positive work environment where innovation meets excellence.

• Operational Ownership

• Clinic Readiness: Take full charge of preparing clinic rooms and restocking essentials.
• Daily Audits: Audit practitioner diaries and schedules to ensure the environment is "patient-ready" and calm before the first arrival.
• Facilities Management: Maintain clinic organisation and liaise with suppliers to ensure the timely availability of clinic essentials.
• Primary Contact: Serve as the main point of contact (in-person, phone, and online), managing the entire patient lifecycle.
• Lifecycle Management: Oversee everything from initial booking and complex rescheduling to invoicing and payment processing.
• Service Excellence: Address patient concerns and resolve issues with a professional, empathetic tone, adhering to all privacy guidelines.

• Process Engineering: Collaborate with the Senior Leadership Team (SLT) to build, maintain, and execute Standard Operating Procedures (SOPs).
• Operational Independence: Ensure systems are so robust that the clinic can operate efficiently and consistently at all times.

• Future-Proofing: Partner with the SLT to introduce and embed emerging AI tools into clinic communications.
• Efficiency: Focus on leveraging technology to improve response times and streamline repetitive administrative tasks.

• Team Onboarding: Assist in the recruitment, onboarding, and training of new team members.
• Internal Communication: Act as the primary internal contact, streamlining information flow and addressing communication challenges within the team.
• Project Execution: Support marketing initiatives and clinic improvement activities as directed by leadership.

• Operational Readiness: Complete daily opening procedures and checklists by 9:00 AM to ensure zero "start-of-day" friction.
• System Compliance & Accuracy: Maintain the Practice Management System with 100% accuracy in invoicing, payments, and patient notes.
• Patient Retention & Experience: Drive high rebooking rates and positive patient reviews through the successful execution of follow-up protocols.
• Workflow Efficiency: Successful team adoption of new digital/AI tools, measured by a measurable reduction in administrative response times.
• Clinic Growth Contribution: Positive impact on clinic visibility and patient volume through the execution of marketing tasks and networking projects.

• Experience: A minimum of 2 years of experience in healthcare administration or medical practice management.
• Industry Knowledge: Demonstrated familiarity with healthcare regulations, patient confidentiality (GDPR), and medical terminology.
• Communication: Exceptional written and verbal communication skills with the ability to handle sensitive patient inquiries.
• Tech Proficiency: Advanced experience using Practice Management Systems (PMS) or healthcare-specific CRM software.
• Leadership: Proven ability to manage clinic workflows and support a multidisciplinary team.
• Mindset: Proactive, detail-oriented, and comfortable working in a fast-paced clinical environment.

Work/Life balanced schedule, Paid holiday & Company pension, Private Health Insurance: Including dental, optical, and mental health provisions.