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- Tasks: Deliver exceptional client experiences and coordinate VIP pathways at our clinic.
- Company: Join a leading healthcare clinic dedicated to high-quality patient care.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Other info: Dynamic role with a focus on teamwork and continuous improvement.
- Why this job: Be the first point of contact and make a real difference in patients' journeys.
- Qualifications: Experience in client-facing roles and strong organisational skills required.
The predicted salary is between 30000 - 40000 £ per year.
The Client Experience Lead plays a central role in delivering an exceptional experience for patients, consultants and visitors attending the clinic. Acting as the first point of contact, the role ensures every interaction reflects the clinic’s commitment to professionalism, discretion and high quality care. Combining front of house responsibilities with client coordination and operational support, the role helps ensure a seamless journey from initial enquiry through to appointment and follow up. The role also includes responsibility for coordinating the clinic’s VIP client pathway, ensuring a personalised, discreet and efficient service for high priority clients.
Key Contacts
- Internal: Client Relations and Referrer Engagement Manager, Director of Business Development, Clinical Operations Manager, Consultants and Clinical Teams, Administrative and Operational Teams
- External: Patients and visitors, External consultants and referrers, Third party providers and medical secretaries
Client Experience and Reception
- Welcome and assist patients and visitors with professionalism, warmth and discretion
- Act as the first point of contact for all client enquiries in person, by phone and via email
- Ensure reception and waiting areas remain clean, organised and welcoming
- Maintain refreshments and front of house presentation standards
- Support patients throughout their visit, including guiding them through the clinic where required
- Deliver an exceptional client experience at every touchpoint
- Coordinate appointments, consultations and follow up visits
- Manage patient arrivals, departures and scheduling using the clinic’s booking system
- Ensure patients are kept informed of appointment timings and next steps
- Liaise with clinical teams to ensure appointments run efficiently and patients are appropriately supported
VIP Client Pathway
- Coordinate the clinic’s VIP client pathway from initial enquiry through to completion of the visit
- Act as the primary point of contact for VIP clients, ensuring a highly personalised and discreet service
- Liaise with consultants, clinicians and operational teams to ensure VIP appointments are coordinated seamlessly
- Ensure all aspects of the VIP experience meet the clinic’s high service standards
- Support the Consultant Privileges Manager in managing consultant schedules and availability
- Assist with the onboarding of new consultants and ensure required documentation is completed and verified
- Coordinate communication between consultants, clients and internal teams to ensure timely information exchange
- Build and maintain positive working relationships with internal and external consultants and clinicians
Administrative Responsibilities
- Process bookings, cancellations and payments accurately and efficiently
- Maintain accurate and up to date patient records and documentation
- Assist with transferring medical images and supporting documentation where required
- Respond to patient enquiries and escalate complex issues when appropriate
- Provide administrative support including filing, post management and document preparation
- Assist with preparation of reports, presentations and correspondence as required
Clinic Operations Support
- Assist the Clinical Operations Manager with day to day operational and administrative tasks within the clinic
- Support the management of daily clinic lists to ensure appointments are coordinated effectively
- Assist with stock monitoring and coordination of clinic supplies
- Help ensure the smooth operation of front of house and clinic administrative processes
Team Support and Cover
- Provide cover for the Client Relations Officer when required
- Work collaboratively with administrative and clinical teams to maintain service continuity
- Support colleagues during busy periods or absences to ensure consistent service delivery
Compliance and Governance
- Adhere to all company policies, procedures and regulatory requirements
- Maintain patient confidentiality and comply with data protection standards
- Follow infection control and clinic protocols at all times
- Record incidents, feedback and service issues to support continuous service improvement
Key Performance Indicators
- High levels of client satisfaction and positive patient feedback
- Efficient and accurate management of appointments and consultant schedules
- Timely resolution of client queries and complaints
- Effective coordination of the VIP client pathway
- Compliance with clinic policies and operational procedures
Personal Attributes
- Client focused with a commitment to delivering high quality service
- Calm and professional under pressure
- Empathetic and patient centred approach
- Strong team player with a proactive mindset
Client Experience Lead in London employer: UME Health
Contact Detail:
UME Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Experience Lead in London
✨Tip Number 1
Get to know the clinic inside out! Familiarise yourself with their services, values, and the VIP client pathway. This way, when you chat with them, you can show off your knowledge and passion for delivering exceptional client experiences.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact, being warm and professional is key. Try role-playing with a friend or family member to nail down how you'd handle different client scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the team and contributing to that top-notch client experience.
We think you need these skills to ace Client Experience Lead in London
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see how you connect with our values of professionalism and warmth. Don’t be afraid to share a bit about yourself and why you’re passionate about delivering exceptional client experiences.
Tailor Your Application: Make sure to tailor your application specifically for the Client Experience Lead role. Highlight your relevant experience in client-facing roles and any skills that align with the responsibilities mentioned in the job description. This shows us you’ve done your homework and are genuinely interested!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where necessary to make it easy for us to read. We appreciate well-structured applications that get straight to the heart of your qualifications and experiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at UME Health
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Client Experience Lead role. Familiarise yourself with the key responsibilities and how they contribute to delivering exceptional client experiences. This will help you articulate how your skills align with the job.
✨Showcase Your Interpersonal Skills
Since this role is all about client interaction, be prepared to demonstrate your excellent communication and interpersonal skills. Share specific examples from your past experiences where you successfully managed client relationships or resolved issues, highlighting your professionalism and warmth.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle various situations, especially with VIP clients. Think of examples where you maintained discretion and provided personalised service, and be ready to discuss how you would approach similar challenges in the clinic.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask thoughtful questions about the clinic’s operations and client experience strategies. This shows your genuine interest in the role and helps you gauge if the clinic's values align with yours.