At a Glance
- Tasks: Lead and enhance patient experience across all clinics, ensuring exceptional service from start to finish.
- Company: Join Six Physio, a leader in patient care with a commitment to excellence.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Other info: Opportunity to shape a high-performing team and drive meaningful change.
- Why this job: Make a real difference in patient lives and elevate their experience to remarkable levels.
- Qualifications: Experience in hospitality or healthcare, strong leadership skills, and a passion for customer experience.
The predicted salary is between 50000 - 60000 £ per year.
Purpose of the role
The Head of Patient Experience is a Senior role across the Six Physio Business Unit. It owns the experience from first contact through to post-treatment rebooking, discharge and beyond. The role sets standards and builds systems to ensure every patient receives a consistently premium experience across all clinics and champions the moments that matter for patient experience. The role supports the overall leadership and development of the Front of House Team and works together with all leaders on their mission to improve Patient Experience. The aim is to elevate the Six Physio experience from consistent to genuinely remarkable and to build the conditions that make every patient enjoy and positively share their experience at Six Physio.
Key Accountabilities
- Patient Experience Ownership
- Champion the moments that matter most for patient experience, satisfaction and personal referral.
- Own, maintain and improve a patient journey across all clinics, from a patient’s initial engagement with Six through to discharge, and personal recommendations.
- Define, document and embed an outstanding experience standard across Six Physio – ensuring consistency of such an experience across all sites, for all patients.
- Ensuring that clinics are maintained to a premium level using clinic inspections and feedback processes to drive measurable improvement.
- Performance and Insight
- Track and improve NPS, call answer rates, rebooking rates, cancellation rates and dropout rates as live performance indicators — with monthly reporting against a Q1 baseline.
- Utilising CRM pathways, celebrate the ‘refer a friend’ and personal recommendation KPIs. Recognising returning patients and those who are actively promoting our services.
- Report on Patient Experience performance to the SLT, providing the team with clear data and recommendations.
- Use feedback, forum sessions and direct insight to continuously refine the experience offer.
- Systems and Infrastructure
- Act as the patient management system’s front-end lead — daily issue management, escalation resolution and onboarding of new starters.
- Own telephony performance, working with the Operations Lead on call capture improvement.
- Develop and maintain all Front of House process guides, training manuals and onboarding documents and processes — ensuring they are live, used and updated.
- Lead Front of House integration for new clinic openings, including staff onboarding, TM3 setup and experience standards induction. Support and lead the Front of House team with ad hoc and special projects such as new service or clinic setups and system developments.
- Team Management and Learning & Development
- Lead the Front of House Learning & Development Structure in partnership with the Head of Learning & Development.
- Develop Practice Managers and Cluster Leads.
- Lead Front of House Recruitment.
- Empower Clinic Directors to support their Front of House Team.
- Champion a culture where excellent patient experience is a source of genuine professional pride.
Who we are looking for
We are looking for someone who will elevate an already high-performing team to a team with customer experience as its core mission.
Essential experience
- A background in hospitality, high-end retail, wellness, or healthcare with direct, hands-on experience of what exceptional patient or customer experience feels like from the inside.
- Demonstrable experience of building or transforming a customer-facing function.
- Strong attention to detail and a high personal standard.
- Comfortable with data and systems.
- Experience of managing a team.
Desirable experience
- Experience in putting Learning and Development front and centre of a team.
- Experience running successful projects.
Head of Patient Experience in London employer: Six Physio
At Six Physio, we pride ourselves on being an exceptional employer that prioritises the well-being and development of our team members. Located in a vibrant community, we offer a supportive work culture that fosters collaboration and innovation, alongside opportunities for professional growth and advancement. Our commitment to delivering a remarkable patient experience is matched by our dedication to creating a fulfilling workplace where every employee can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Patient Experience in London
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Six Physio.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Six Physio.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Six Physio, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Head of Patient Experience in London
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Six Physio.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Six Physio.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Six Physio. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Six Physio. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Six Physio
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Six Physio’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
