Patient Relations Executive

Overview

This combined role brings together the responsibilities of a Patient Relations Executive and a Patient Affairs Specialist. It sits at the heart of patient-facing operations in a private, specialist healthcare environment. The successful candidate will deliver an exceptional, five-star patient experience from first point of contact through to discharge, while supporting the administrative and operational needs of the clinical team.

Responsibilities

1. Patient Reception and Hospitality — Welcome and greet patients with professionalism and warmth; guide patients through the check-in and registration process with the Patient Affairs team; provide clear information about clinic services, appointments, and procedures; maintain an inviting waiting and reception environment; escalate safeguarding, welfare, or patient safety concerns to the clinical lead.
2. Patient Liaison and Journey Coordination — Act as the first point of contact for patients, families, and corporate clients; manage patient intake from registration to checkout; coordinate GP and specialist consultations and external imaging, diagnostics, and referrals; handle appointment scheduling, confirmations, follow-ups, and reminders; guide patients through the full clinic process including consultations, diagnostics, pharmacy, and billing.
3. Diary and Facility Management — Oversee doctor and clinic schedules; manage changes or cancellations; coordinate with clinical and operations teams to maintain efficient patient flow and minimise waiting times; keep the front desk organised and professionally presented; support efficient utilisation of clinician diaries and clinic capacity.
4. Administrative and Financial Support — Register new patients and maintain accurate records in the EMR system; process patient notes and correspondence; handle patient welcome documentation; support billing enquiries and liaise with the finance team; process patient payments and maintain financial records; ensure handling of patient information complies with UK GDPR, the Data Protection Act 2018, and CQC standards.
5. Patient Experience and Relationship Management — Build long-term relationships with patients; address inquiries and concerns with empathy and professionalism; handle complaints calmly and escalate where required; gather patient feedback and share insights to support continuous improvement.
6. Workflow and Process Improvement — Identify gaps in patient experience and propose practical improvements to workflows and service delivery; support initiatives to improve patient engagement, satisfaction, and operational efficiency; participate in training, staff meetings, and quality improvement activities; assist with CQC compliance activities and contribute to accreditation and audit processes.
7. Digital and Administrative Systems — Use EMR and CRM systems to support patient interactions and scheduling; maintain proficiency in MS Office and other digital tools used across the clinic.

Requirements

Key Requirements and Skills

• Experience
  • Experience in private healthcare, healthcare administration, hospitality, or premium customer service environments.
  • Minimum two years of front desk, patient affairs, or customer service experience in a healthcare environment.
  • Familiarity with private medical insurance processes and UK healthcare administration standards.
• Communication
  • Impeccable verbal and written communication skills in English.
  • High emotional intelligence, empathy, and the ability to de-escalate sensitive or distressing situations.
  • Culturally sensitive with the ability to support patients from a range of backgrounds.
• Organisation
  • Outstanding organisational ability with the capacity to manage multiple diaries, multitask, and prioritise without clinical delay.
  • Strong attention to detail, particularly when handling patient records, insurance verification, and scheduling.
• Professionalism and Confidentiality
  • Impeccable personal presentation in line with private healthcare standards.
  • High level of discretion in handling patient information, in accordance with UK GDPR and the Data Protection Act 2018.
  • Calm, patient, and composed under pressure with a proactive and solution-focused approach.
• Technical Proficiency
  • Confident user of EMR or healthcare management systems and CRM tools.
  • Proficient in MS Office including Word, Excel, and Outlook.
• Qualifications
  • Educated to A-Level standard or equivalent. Degree desirable but not essential.
  • Knowledge of CQC standards and UK private healthcare regulatory requirements is an advantage.
  • First Aid certification is desirable.
• Regulatory and Compliance Context
  • This role operates within the regulatory framework of the Care Quality Commission (CQC). Adheres to infection prevention and control programmes, supports patient safety standards, and maintains compliance with relevant UK healthcare legislation.
• Competency
  • Puts the patient first in every interaction and anticipates needs.
  • Communication: clear, warm, and professional across channels; adapts tone to each patient.
  • Organisation: manages competing demands calmly; nothing falls through the cracks.
  • Discretion: handles sensitive information with absolute confidentiality.
  • Team Contribution: looks for better ways to serve patients and streamline processes.

Note: This description excludes non-job-related or application-process content and avoids page-load artifacts. The role is not indicated as closed within this description.