Patient Relations Lead

This combined role brings together the responsibilities of a Patient Relations Executive and a Patient Affairs Specialist. It sits at the heart of patient‑facing operations in a private, specialist healthcare environment. The successful candidate will deliver an exceptional, five‑star patient experience from first point of contact through to discharge, while supporting the administrative and operational needs of the clinical team.

As Patient Relations Executive, you will be the welcoming face of the clinic. You will manage patient intake and registration, coordinate GP and specialist referrals, support scheduling, and handle administrative processes with accuracy and care. You will work closely with clinical, nursing, and operations teams to keep patient flow running smoothly, and you will develop trusted professional relationships with patients and their families so they always feel valued, safe, and well looked after.

• Welcome and greet new and returning patients with professionalism and warmth.
• Guide patients through the check‑in and registration process with the Patient Affairs team, ensuring a smooth, stress‑free arrival.
• Provide clear information about clinic services, appointments, and procedures.
• Maintain an inviting, five‑star waiting and reception environment at all times.
• Escalate any safeguarding, welfare, or patient safety concerns to the appropriate clinical lead.

• Act as the first point of contact for patients, families, and corporate clients in person and remotely.
• Manage patient intake from registration through to checkout, ensuring all touchpoints are handled with care.
• Coordinate GP and specialist consultations, and book external imaging, diagnostics, and referrals.
• Handle appointment scheduling, confirmations, follow‑ups, and patient reminders.
• Guide patients through the full clinic process including consultations, diagnostics, pharmacy, and billing.

• Oversee doctor and clinic schedules, managing any changes or cancellations promptly.
• Coordinate with clinical and operations teams to maintain efficient patient flow and minimise waiting times.
• Keep the front desk organised, fully stocked, and professionally presented throughout each shift.
• Support efficient utilisation of clinician diaries and clinic capacity.

• Register new patients and maintain accurate, up‑to‑date records in the clinic's EMR system.
• Process patient notes, letters, and correspondence in a timely manner.
• Handle patient new‑packs and welcome documentation.
• Support billing enquiries and liaise with the finance team where needed.
• Process patient payments and maintain accurate financial records in accordance with clinic procedures.
• Ensure all handling of patient information complies with UK GDPR, the Data Protection Act 2018, and CQC standards.

• Build long‑term relationships with patients so they feel welcomed, valued, and safe at every visit.
• Address patient inquiries and concerns in person, by phone, and by email with empathy and professionalism.
• Handle complaints calmly and effectively, escalating to the appropriate team member when required.
• Gather patient feedback and share insights with the operations team to support continuous improvement.

• Identify gaps in patient experience and propose practical improvements to workflows and service delivery.
• Support initiatives to improve patient engagement, satisfaction, and operational efficiency.
• Participate in training programmes, staff meetings, and quality improvement activities.
• Assist with CQC compliance activities and…