Patient Booking Specialist

Our UK-based client operates within the healthcare sector, supporting clinics by managing patient enquiries, bookings and follow-ups. The business focuses on delivering a professional, calm and patient-first booking experience while ensuring clinic diaries are kept full and organised.
They are now looking for a Patient Booking Specialist to handle warm patient enquiries, run discovery-style calls, and convert genuine interest into confirmed bookings. This is not a cold-calling role — all leads are inbound or existing patients. The role requires someone who is confident on the phone, highly organised, and comfortable working to clear processes and targets.
This is a remote position open to those living anywhere in South Africa.

Duties & Responsibilities

Call warm leads and existing patients daily to book appointments and guide them through next steps.
Run discovery-style calls to understand patient needs, goals and concerns, and recommend appropriate treatments.
Secure deposits where required and confirm bookings directly into clinic calendars.
Follow up missed appointments and inactive patients (6+ months) to encourage rebooking.
Provide clear, honest information about treatment options and pricing.
Maintain a calm, professional and reassuring tone on every interaction.
Escalate anything sensitive, unclear or unusual rather than guessing.

CRM & Admin Accuracy

Log all calls, messages and outcomes clearly in the CRM.
Keep lead stages, notes and next steps up to date daily.
Provide concise patient notes so clinics are fully prepared for consultations.

Clinic Coordination & Teamwork

Work closely with clinics to manage diaries, confirmations and booking rules.
Resolve booking issues quickly and communicate clearly.
Share updates, flag issues early and contribute ideas to improve booking and follow-up processes.

Skills, Experience & Requirements

3+ years’ experience in a phone-based role such as sales, appointment setting or customer service.
Confident handling high call volumes and managing objections calmly.
Experience booking appointments and following up to secure attendance.
Comfortable using CRMs, booking systems and cloud-based tools.
Strong spoken and written English with a warm, patient-focused communication style.

Nice to have:
Previous healthcare or dental exposure, or any sales or customer service training.
Load Shedding
Applicants must be able to maintain reliable internet and power during UK office hours.
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