Administrative Patient Coordinator / Front of House in London

Our Clinic Partner: The Ghanem Clinic

We are seeking a polished, organised, and compassionate Administrative Patient Coordinator to be the face of our surgical clinic. This dual-role position combines front desk hospitality with patient coordination, ensuring every patient has a seamless, safe, and dignified experience from their first enquiry through to post-surgical follow-up. The post-holder will uphold the clinic’s commitment to delivering high-quality, CQC-compliant care at all times.

Key Responsibilities

• Front of House & Lead Management
  • Greet and check in patients with professionalism and warmth, ensuring a welcoming and accessible environment for all.
  • Manage a multi-line phone system; triage and route calls appropriately and promptly.
  • Handle incoming leads calls from prospective patients — answer questions about surgical services, collect contact information, and convert enquiries into scheduled consultations.
  • Track and follow up on leads to ensure no prospective patient falls through the cracks, maintaining accurate records of all enquiries.
  • Maintain a clean, organised, and welcoming reception area in line with infection prevention and control standards.
• Patient Coordination
  • Schedule and confirm surgical procedures, pre-op appointments, and post-op follow-ups in a timely manner.
  • Prepare and distribute patient intake forms, surgical consents, and pre-op instructions, ensuring patients are fully informed prior to procedures.
  • Serve as the primary liaison between patients, surgeons, and clinical staff, ensuring continuity of care.
  • Follow up with patients regarding referrals, test results, and outstanding documentation.
  • Draft, prepare, and send patient correspondence letters including appointment confirmations, referral letters, post-op instructions, and general clinic communications.
• Patient Finance & Payments
  • Process patient payments at the point of service, including card payments, bank transfers, and any agreed instalment arrangements.
  • Issue accurate invoices, receipts, and payment confirmation letters to patients in a timely manner.
  • Maintain up-to-date patient financial records, ensuring all transactions are accurately recorded and reconciled.
  • Follow up on outstanding balances in a courteous and professional manner, escalating overdue accounts to the relevant manager where necessary.
  • Handle patient queries regarding fees, treatment costs, and payment options, providing clear and transparent information at all times.
  • Liaise with the clinic’s finance or billing team to ensure consistency and accuracy of financial records.
  • Ensure all financial processes comply with clinic policy, UK GDPR, and applicable financial regulations.
• Administrative
  • Maintain accurate and up-to-date patient records in the EMR system in accordance with data protection legislation (UK GDPR).
  • Process medical records requests in a timely and compliant manner.
  • Ensure strict information governance compliance in all patient interactions and record handling.
• CQC Compliance Responsibilities
  • The post-holder is expected to actively support the clinic’s compliance with the Care Quality Commission (CQC) Fundamental Standards, including:
  • Person-Centred Care (Regulation 9): Treat every patient as an individual, respecting their preferences, dignity, and privacy at all times.
  • Dignity and Respect (Regulation 10): Maintain a respectful and inclusive environment, ensuring all patients are treated with courtesy regardless of background or circumstance.
  • Safeguarding (Regulation 13): Complete mandatory safeguarding training, recognise and report any concerns regarding abuse, neglect, or harm in line with clinic policy.
  • Safe Care and Treatment (Regulation 12): Follow all infection prevention, lone working, and health & safety protocols; report any risks or incidents promptly.
  • Complaints (Regulation 16): Acknowledge patient complaints courteously, escalate appropriately, and document in line with the clinic’s complaints policy.
  • Good Governance (Regulation 17): Maintain accurate, complete, and auditable records; adhere to all clinic policies and quality improvement processes.
  • Fit and Proper Persons (Regulation 19): Maintain professional conduct and integrity in line with employment terms and CQC requirements.
  • Staffing (Regulation 18): Participate in mandatory training, appraisals, and CPD activities as required by the clinic.

Qualifications and Experience

• 3–5 years of experience in a medical office or surgical setting required.
• Familiarity with surgical scheduling and theatre/OR coordination preferred.
• Proficiency with EMR systems.
• Experience handling patient payments, invoicing, and financial record-keeping in a private healthcare or similar setting.
• Understanding of CQC Fundamental Standards and commitment to compliance.
• Experience with or willingness to complete safeguarding, information governance, and infection control training.
• Exceptional interpersonal and communication skills.
• Ability to multitask in a fast-paced clinical environment with composure and accuracy.
• High school diploma required; Associate’s degree or medical admin certification a plus.
• This role is subject to an enhanced DBS check.
• The clinic is an equal opportunities employer. All staff are expected to adhere to CQC Fundamental Standards and the Clinic's policies at all times.