Part Time – Approximately 30 Hours Per Week
Central Wokingham, Berkshire
£32,000–£36,000 Pro Rata DOE (£25,263–£28,421 actual salary depending on hours and experience)
For 30 years, our established independent healthcare practice has been part of the Wokingham community, helping people improve their health, wellbeing and quality of life through highly personalised care.
As we celebrate our 30th anniversary this year, we are entering an exciting new phase of development — evolving beyond a traditional reception and administration model into a more relationship-centred, high-touch patient experience.
We are looking for a warm, proactive and emotionally intelligent Patient Experience & Practice Co-ordinator to work closely with the clinic owner and wider team in helping shape this next chapter of the practice. This role evolves beyond the traditional reception and administrative function into a more relationship-focused and patient-centred position. Traditional NHS and medical approaches are not what we are about. Perhaps you have experience in first class airlines, boutique hotels, high end health suites. We are looking to set standards other practices aspire to.
We are looking for somebody who enjoys taking ownership, contributing ideas, improving systems and helping create an exceptional patient experience from first contact onwards.
We are particularly interested in people who enjoy helping organisations evolve and who take pride in contributing ideas, improving systems and creating exceptional human experiences. A proven record in creating and evolving bespoke customer experiences will set you apart in this application process.
The Role
This role combines:
- a key focus will be about evaluating current patient experience and evolving the touch points to create a more bespoke, concierge, high value experience
- front-of-house leadership
- relationship management
- practice co-ordination
- organisational support
- problem solving and innovative systems thinking
- initiative and practice development
You will play an important role in both the day-to-day patient experience and the ongoing development of the practice. You will become a trusted part of the team and work closely with the clinic owner to help improve systems, strengthen patient relationships and support the continued evolution of the practice. The role will be able to support the growth of our multi-disciplinary practice setting it apart as a people-centred provider of mind-body healthcare and traditional MSK physio and manual therapies.
This is an ideal opportunity for the right person to develop and make this role their own. The role is well suited to a compassionate individual who enjoys meaningful work, values human connection and wants to contribute to a thoughtful and progressive healthcare environment.
Key Responsibilities
Patient Experience & Communication
- Welcoming patients and creating a calm, professional and supportive atmosphere
- Managing patient communication across phone, email and in-person enquiries
- Supporting patients throughout their care journey with warmth and professionalism
- Building strong long-term patient and referring source relationships
- Helping patients feel informed, reassured and cared for
- Supporting continuity and retention within longer-term treatment journeys
Practice Co-ordination
- Managing appointments and supporting efficient diary flow
- Using our EMR system efficiently and optimising service by utilising its features more fully
- Patient invoicing and managing remittances from insurance companies
- Helping ensure the smooth day-to-day running of the practice
- Liaising with clinicians and external referral sources
- Supporting coordination with counsellors, psychotherapists and other practitioners using the practice
- Assisting with room utilisation and practice organisation
- Maintaining high standards throughout the patient experience
Initiative & Practice Development
- Identifying opportunities to improve systems and patient experience
- Bringing ideas and initiative rather than simply following instruction
- Supporting the ongoing evolution of the practice
- Assisting with community engagement and relationship building
- Contributing positively to practice culture and team cohesion
- Building and maintaining relationships with referring sources and patients to maintain and enhance referrals
- Liaison with our marketing person and options to contribute to media and our marketing efforts digitally
About You
We are looking for somebody who is:
- naturally warm and personable
- calm and emotionally intelligent
- proactive and observant
- organised and reliable
- confident communicating with a wide range of people
- comfortable taking ownership and initiative
- interested in health, wellbeing and human relationships
- able to think beyond purely administrative tasks
- proven experience in creating outstanding experiences -maybe first class airline experience, luxury event experience.
- able to take ownership and lead with ideas and innovation
You may come from a background such as:
- elite private healthcare
- first class airline experiences
- luxury event management
- hospitality
- wellness
- boutique fitness
- customer experience
- counselling or therapeutic environments
- luxury customer service
- dentistry or aesthetics
- client relationship management
Most importantly, we are looking for somebody who genuinely enjoys helping people and contributing to the growth and development of a thoughtful, relationship-led healthcare practice.
Skills & Experience
Ideal experience may include:
- Front-of-house or patient-facing experience
- High-quality customer service or hospitality experience
- Diary management and organisational skills
- Confident written and verbal communication
- Experience in smooth handling of patient / client billing and CX approach to smooth billing operations and chasing outstanding debts
- Office management experience – holiday and shift management, room rental control, day to day practical running of the Practice
- Ability to manage multiple priorities calmly and professionally
- Experience improving systems, processes or customer experience
- Confidence using booking systems and digital communication tools
- Basic Xero experience advantageous but not essential
Previous healthcare experience is welcomed but not essential for the right person.
Hours & Flexibility
- Approximately 30 hours per week with scope for full time with discussion.
- We are open to discussing how hours are structured across the week for the right candidate
- Some flexibility may occasionally be required to support the needs of the practice
- This role will be wholly based (on site) in practice
About Our Practice
Alongside hands-on musculoskeletal physiotherapy, our practice has developed a specialist focus supporting people with:
- complex chronic conditions
- persistent pain
- trauma-related presentations
- stress-related and mind-body health challenges
Many of our patients work with us over longer periods of time and deeply value the trust, continuity and personal relationships we build with them.
We are also continuing to thoughtfully develop the wider practice through collaboration with counsellors, psychotherapists and other healthcare professionals, while sustainably growing our physiotherapy team. As a small but highly regarded independent practice, we care deeply about maintaining a calm, welcoming and genuinely human environment for both patients and staff.
What We Offer
- A family-friendly working environment working in a stunning, warm, beautiful period property located in the heart of Wokingham
- The opportunity to play an integral part in shaping the future of a respected 30-year healthcare practice
- Meaningful role with genuine ownership and influence
- Supportive, collaborative and values-led environment
- Calm and positive working culture
- Opportunity for long-term role development
- Central Wokingham location
- Ongoing learning and development
To Apply
Important: Please include a cover letter/supporting statement as per below via email with your application. Applications without one will be immediately disregarded.
Please send:
- your CV
- and a covering letter / note to cv@rdphysio.com explaining the following:
- why this role interests you
- what exceptional patient experience means to you
- and an example of a situation where you improved something or took initiative in a previous role