Patient advisor

Patient Advisor at Creo Clinic, Harley Street

Full time, permanent | £30,000 basic + commission + bonus | Realistic earnings around £50,000 on target | Hybrid

We are looking for an experienced Patient Advisor to join our team on Harley Street. This is a role for someone who already knows plastic surgery: the patients, the pathway, the questions people ask at 10pm before they commit. It is not an entry-level position.

THE ESSENTIALS

• Hours: Monday to Friday, 9:00 to 18:00, plus occasional evenings and Saturdays as the clinic requires
• Location: hybrid working between 96 Harley Street, London W1G, and home
• Salary: £30,000 basic plus commission and bonus, with realistic earnings of around £50,000 on target
• Benefits: private health insurance, workplace pension, 28 days annual leave rising with service, staff treatment discount
• Experience: prior plastic surgery experience is essential

ABOUT CREO CLINIC

Creo Clinic is a surgeon-led private plastic surgery practice on Harley Street, led by consultant plastic surgeon Mr Omar Tillo. We are a specialist clinic, not a volume chain, and our reputation rests on outcomes and on being honest with patients about what surgery can and cannot do for them.

Our patients are making significant, personal decisions. The Patient Advisor is usually the first person they speak to and, very often, the person they trust most throughout their journey. It is one of the most important roles in the clinic.

We also operate Creo Gender, our gender-affirming surgery service. Patient Advisors support enquiries across both sides of the practice.

THE ROLE

A consultative patient role. You will own every enquiry from first contact through to the day of surgery. That means understanding what someone actually wants, giving them accurate information, guiding the right patients towards the right procedure, and being equally willing to tell someone we are not the right clinic for them.

An administrative role. You will answer the phones, keep the CRM clean, coordinate diaries and chase the surgical coordination team so nothing slips. This is hands-on desk work, not a purely front-of-house position. If you are looking for a role without admin, this is not it.

We need someone commercially sharp and genuinely warm. Both. Neither works without the other.

WHAT YOU WILL BE DOING

Enquiries and conversion

• Answer all incoming calls to the clinic, promptly and professionally
• Manage enquiries across email, web forms, WhatsApp and social channels
• Qualify enquiries and convert them into booked consultations
• Convert consultations into surgical bookings, including quotations, deposits and finance
• Follow up consistently so that no enquiry goes cold through inaction
• Act as the named point of contact for patients through their pre-operative journey
• Coordinate consultation and surgery dates with the surgical and nursing teams
• Make sure patients understand costs, aftercare commitments and what is included
• Handle cancellations, deferrals and concerns with discretion and empathy
• Support patients through the Creo Gender pathway, including coordination of the referral and assessment stages
• Escalate all clinical questions to the clinical team

Administration

• Maintain accurate, complete records in the clinic's CRM
• Process patient finance applications and liaise with our finance provider
• Prepare and issue quotations and booking confirmations
• Work alongside the surgical coordination team, following up to ensure pre-operative paperwork is completed on time
• Support reporting on enquiries, conversion and pipeline

WHAT WE ARE LOOKING FOR

• Prior experience in plastic surgery, whether in a clinic, hospital or surgical practice. Non-surgical aesthetics experience alone is not sufficient for this role
• A track record in a consultative sales or patient coordination role, working to targets and comfortable being measured
• Confident and articulate on the telephone, with excellent written English
• Strong administrative discipline: organised, accurate, and someone who follows up without being chased
• Genuine empathy and absolute discretion with sensitive personal information
• Comfortable and confident supporting patients through gender-affirming surgical pathways
• Right to work in the UK
• Familiarity with patient finance products
• Experience working to CQC standards

WHAT WE OFFER

• Commission on converted surgical bookings, in line with the clinic's commission scheme
• Discretionary performance bonus
• 28 days annual leave inclusive of bank holidays, increasing with each year of service
• Staff discount on treatments
• Training and development relevant to the role
• A small, specialist team where your work is visible and your judgement is trusted

HOURS AND WORKING PATTERN

Standard hours are 9:00 to 18:00, Monday to Friday. The nature of the role means occasional evening work and Saturdays will be required, and the package reflects this.

The role is hybrid. In the initial period it will be predominantly home-based, with regular attendance at Harley Street for training, team meetings and clinic days. The balance will be reviewed as the role settles and may change according to the needs of the clinic.

Home working is subject to the clinic's home-working and data protection policies. You will need a private space where calls cannot be overheard, a reliable broadband connection, and you must work only on clinic-provided equipment.

Creo Clinic is an equal opportunities employer. We welcome applications from all backgrounds and are happy to discuss reasonable adjustments at any stage of the process. Personal data you provide will be handled in line with our recruitment privacy notice.