Our Clinic Partner: The Ghanem Clinic
About the Role
We are seeking a polished, organised, and compassionate Administrative Patient Coordinator to be the face of our surgical clinic. This dual-role position combines front desk hospitality with patient coordination, ensuring every patient has a seamless, safe, and dignified experience from their first enquiry through to post-surgical follow-up. The post-holder will uphold the clinic’s commitment to delivering high-quality, CQC-compliant care at all times.
Key Responsibilities
Front of House & Lead Management
- Greet and check in patients with professionalism and warmth, ensuring a welcoming and accessible environment for all.
- Manage a multi-line phone system; triage and route calls appropriately and promptly.
- Handle incoming leads calls from prospective patients — answer questions about surgical services, collect contact information, and convert enquiries into scheduled consultations.
- Track and follow up on leads to ensure no prospective patient falls through the cracks, maintaining accurate records of all enquiries.
- Maintain a clean, organised, and welcoming reception area in line with infection prevention and control standards.
Patient Coordination
- Schedule and confirm surgical procedures, pre-op appointments, and post-op follow-ups in a timely manner.
- Prepare and distribute patient intake forms, surgical consents, and pre-op instructions, ensuring patients are fully informed prior to procedures.
- Serve as the primary liaison between patients, surgeons, and clinical staff, ensuring continuity of care.
- Follow up with patients regarding referrals, test results, and outstanding documentation.
- Draft, prepare, and send patient correspondence letters including appointment confirmations, referral letters, post-op instructions, and general clinic communications.
Patient Finance & Payments
- Process patient payments at the point of service, including card payments, bank transfers, and any agreed instalment arrangements.
- Issue accurate invoices, receipts, and payment confirmation letters to patients in a timely manner.
- Maintain up-to-date patient financial records, ensuring all transactions are accurately recorded and reconciled.
- Follow up on outstanding balances in a courteous and professional manner, escalating overdue accounts to the relevant manager where necessary.
- Handle patient queries regarding fees, treatment costs, and payment options, providing clear and transparent information at all times.
- Liaise with the clinic’s finance or billing team to ensure consistency and accuracy of financial records.
- Ensure all financial processes comply with clinic policy, UK GDPR, and applicable financial regulations.
Administrative
- Maintain accurate and up-to-date patient records in the EMR system in accordance with data protection legislation (UK GDPR).
- Process medical records requests in a timely and compliant manner.
- Ensure strict information governance compliance in all patient interactions and record handling.
CQC Compliance Responsibilities
The post-holder is expected to actively support the clinic’s compliance with the Care Quality Commission (CQC) Fundamental Standards, including:
- Person-Centred Care (Regulation 9): Treat every patient as an individual, respecting their preferences, dignity, and privacy at all times.
- Dignity and Respect (Regulation 10): Maintain a respectful and inclusive environment, ensuring all patients are treated with courtesy regardless of background or circumstance.
- Safeguarding (Regulation 13): Complete mandatory safeguarding training, recognise and report any concerns regarding abuse, neglect, or harm in line with clinic policy.
- Safe Care and Treatment (Regulation 12): Follow all infection prevention, lone working, and health & safety protocols; report any risks or incidents promptly.
- Complaints (Regulation 16): Acknowledge patient complaints courteously, escalate appropriately, and document in line with the clinic’s complaints policy.
- Good Governance (Regulation 17): Maintain accurate, complete, and auditable records; adhere to all clinic policies and quality improvement processes.
- Fit and Proper Persons (Regulation 19): Maintain professional conduct and integrity in line with employment terms and CQC requirements.
- Staffing (Regulation 18): Participate in mandatory training, appraisals, and CPD activities as required by the clinic.
Qualifications and Experience
- 3–5 years of experience in a medical office or surgical setting required.
- Familiarity with surgical scheduling and theatre/OR coordination preferred.
- Proficiency with EMR systems.
- Experience handling patient payments, invoicing, and financial record-keeping in a private healthcare or similar setting.
- Understanding of CQC Fundamental Standards and commitment to compliance.
- Experience with or willingness to complete safeguarding, information governance, and infection control training.
- Exceptional interpersonal and communication skills.
- Ability to multitask in a fast-paced clinical environment with composure and accuracy.
- High school diploma required; Associate’s degree or medical admin certification a plus.
This role is subject to an enhanced DBS check. The clinic is an equal opportunities employer. All staff are expected to adhere to CQC Fundamental Standards and the Clinic's policies at all times.