Patient Relations Lead

Job Description

About the Role

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.

Job Summary

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.

Core Responsibilities

1. Patient Reception and Hospitality

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.

2. Patient Liaison and Journey Coordination

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.

3. Diary and Facility Management

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

4. Administrative and Financial Support

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.

5. Patient Experience and Relationship Management

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.

6. Workflow and Process 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 contribute to accreditation and audit processes.

7. Digital and Administrative Systems

Use the clinic's electronic medical records (EMR) and CRM systems to support patient interactions and scheduling.

Maintain proficiency in MS Office and any other digital tools used across the clinic.

Requirements

Experience

• Experience in private healthcare, healthcare administration, hospitality, or premium customer service environments
  
• Minimum two years of front desk, patient affairs, or customer service experience in a healthcare environment.
  
• Familiarity with private medical insurance processes and UK healthcare administration standards.
  

Communication

• Impeccable verbal and written communication skills in English.
  
• High emotional intelligence, empathy, and the ability to de-escalate sensitive or distressing situations.
  
• Culturally sensitive with the ability to support patients from a range of backgrounds.
  

Organisation

• Outstanding organisational ability with the capacity to manage multiple diaries, multitask, and prioritise without clinical delay.
  
• Strong attention to detail, particularly when handling patient records, insurance verification, and scheduling.
  
• Professionalism and Confidentiality
  
• Impeccable personal presentation in line with private healthcare standards.
  
• High level of discretion in handling patient information, in accordance with UK GDPR and the Data Protection Act 2018.
  
• Calm, patient, and composed under pressure with a proactive and solution-focused approach.
  

Technical Proficiency

• Confident user of EMR or healthcare management systems and CRM tools.
  
• Proficient in MS Office including Word, Excel, and Outlook.
  

Qualifications

• Educated to A-Level standard or equivalent. Degree desirable but not essential.
  
• Knowledge of CQC standards and UK private healthcare regulatory requirements is an advantage.
  
• First Aid certification is desirable.
  

Regulatory and Compliance Context

This role operates within the regulatory framework of the Care Quality Commission (CQC). The postholder must adhere to the clinic's infection prevention and control programmes, support patient safety standards, and maintain compliance with all relevant UK healthcare legislation.

Requirements
Skills and Competencies Expert clinical judgement across a broad range of imaging modalities. Confident leadership and the ability to influence practice across a multidisciplinary team. Strong written and verbal communication skills. Commitment to evidence-based practice and continuous service improvement. Regulatory and Compliance Context This role operates within the regulatory framework of the Health and Care Professions Council (HCPC) Standards of Proficiency for Radiographers. The post-holder will work in accordance with Care Quality Commission (CQC) standards, IR(ME)R 2017 and IRR17. All relevant UK employment legislation applies, including the Equality Act 2010. Patient information must be handled in full compliance with UK GDPR and the Data Protection Act 2018. Key Competencies Competency What Good Looks Like Expert Clinical Practice Delivers advanced imaging care with consistent accuracy and sound judgement. Professional Leadership Sets the clinical standard and supports colleagues in raising their own. Education and Development Builds capability in others and keeps the service current with best practice. Research and Evaluation Uses evidence and audit to drive real improvements in imaging care. Regulatory Compliance Keeps the service inspection-ready under CQC and IR(ME)R requirements at all times. Communication Clear, credible and collaborative across clinical and operational teams.