Service Engagement Lead – NHS and Private

We’re looking for a Service Engagement Lead – NHS and Private to join our clinic in Welwyn Garden City. This is a full-time position, working 40 hours per week at our clinic in Welwyn Garden City, with regular travel across the local area as required.

This is a blended role, combining responsibilities across service engagement and private patient coordination. As part of the service engagement element, you will visit local opticians, drive referrals, maintain strong market presence, and build and nurture relationships within the community.

In the private patient aspect of the role, you will support the growth of private referrals in line with OJV targets, manage the entire patient journey—from first contact through to post‑treatment follow up—and oversee associated administrative tasks. You will also contribute to CPD event delivery and wider community engagement activities, as the role spans both external relationship‑building and in‑clinic patient facing support.

In your role as Local Engagement Lead, you will help us drive referrals, maintaining relationships with existing referrers in the area. You’ll be highly visible within the community surrounding the OJV location, building strong partnerships with local Opticians, GPs, Referral Management Centres, LOCs, and community groups. You will work to directly support the growth of referrals into the service, delivering the referral numbers required to achieve business targets.

We aim to offer our private patients a truly personalised service, so in your role as Private Patient Coordinator, you will ensure they have a fantastic experience throughout their journey with us—from first contact to the end of their treatment pathway.

So, what will I be doing?

• Working across your designated geographical area, you’ll be responsible for delivering the referral volumes needed to meet business targets for your Ophthalmology Joint Venture (OJV).
• Actively promote Newmedica services and patient choice, ensuring strong visibility within the local community.
• Build and maintain effective relationships with Opticians, GPs, Referral Management Centres, LOCs, and other key stakeholders.
• Act as the link between Joint Venture Partners and the Newmedica marketing team, providing insights into local activity and competitor presence.
• Support and organise CPD sessions, optical fairs, national seminars, and community engagement events.
• Meet and greet private patients on appointment and treatment days, providing a personalised, reassuring experience.
• Act as the central point of contact for all private patient telephone enquiries, ensuring KPIs are met.
• Complete general administrative duties relating to private patient pathways.

What skills and experience do I need for the role?

• Experience in a healthcare environment, ideally in optics or ophthalmology.
• Knowledge of NHS referral routes and policy (advantageous).
• A self‑starter with strong communication and influencing skills.
• Friendly, engaging, and able to build effective relationships with diverse stakeholders.
• Comfortable with high levels of travel and occasional after‑hours events.
• Passionate about delivering first class patient care with empathy and reassurance.

What can we offer you?

• Salary up to £45,000 per annum depending on experience.
• Annual car allowance of £5,000.
• 25 days annual leave plus birthday leave and bank holidays.
• Company pension scheme.
• Access to benefits including free eye tests, discounted or free glasses, 24/7 wellbeing/counselling service, death in service cover, and the Blue Light Card scheme.
• Free access to Headspace.
• Learning and development opportunities.
• A friendly multidisciplinary team passionate about patient care.
• A bright, modern, high quality working environment.