Patient Experience Coordinator

This isn't a reception job. Most clinic reception roles ask you to answer phones and check people in. This one asks you to own the entire patient experience — from the first phone call to the moment someone walks out of the door feeling genuinely looked after. At The MOLE Clinic, patients come to us at a vulnerable moment. They may have noticed something on their skin that worries them. They may have just been told they need a referral. The way you greet them, the way you speak to them, and the way you make them feel in that waiting room matters more than most people in most jobs will ever appreciate. We're looking for someone who gets that instinctively.

What You'll Actually Do

• Face of the clinic: welcoming every patient warmly, offering refreshments, managing clinic flow, checking in on how their appointment went, and asking for Google reviews when the moment feels right.
• Read the room: knowing when someone needs reassurance and when they just need things to move quickly.
• Manage bookings and patient communication via phone, email and IntakeQ: handle scheduling, rescheduling, cancellations and patient queries for self‑pay, PMI and NHS pathway patients.
• Invoicing & Payments: create accurate invoices, record payments, handle refunds and manage the financial side of each patient visit, with accuracy feeding directly into QuickBooks.
• Clinic Operations: daily and weekly tasks that keep the clinic running — stock management, opening and closing procedures, compliance checks, maintaining patient records in line with GDPR, and supporting the Clinic Manager and clinical team.
• Training & Development: complete a structured one‑week induction covering services, patient types, IntakeQ, invoicing, GDPR, CQC compliance and customer service standards; assessed at the end of Week 1; continued development into senior and management roles, including CQC Registered Manager qualification for high performers.

What We Offer

• £27,000 base salary
• Monthly performance bonus — approximately £2,500 per year
• 25 days annual leave plus bank holidays — and your birthday off
• Private Medical Insurance from day one
• Company pension scheme
• Company sick pay
• Friends and family discount on treatments
• Employee referral scheme
• Eyecare vouchers and annual flu vaccination

For Whom This Role Is Suitable

• You understand that people in a private healthcare setting expect more — and you’re energized by that, not intimidated by it.
• You are calm under pressure and genuinely solutions‑focused.
• You are comfortable with detail, systems, and administration — and you take accuracy personally.
• You have a warm, professional manner that comes naturally rather than feeling performed.
• You want a role where your attitude and initiative are noticed and rewarded.

Essential Skills

• Experience in a customer‑facing role where standards mattered.

Desirable

• Experience in healthcare, private clinic or GP practice.
• Familiarity with practice management software.
• Microsoft Office proficiency.

We welcome applications from recent graduates. You don't need healthcare experience — you need the right instincts, a genuine warmth with people, and the kind of organisational sharpness that means nothing falls through the cracks. You might be right for this role if you've worked in premium hospitality, retail management, customer service, or any environment where the quality of the human interaction was taken seriously.

We're one of the UK's leading providers of skin cancer screening and mole removal, with clinics across London and the South East and an ambitious national expansion underway. We hold a CQC Good rating, work with some of the country's most respected dermatologists and plastic surgeons, and use the latest diagnostic technology to deliver care that genuinely changes outcomes. We're growing fast — and we're building the team that will grow with us.