Patient Advisor

Contract Type - Permanent role

Hours - 37.5 hours a week

Work Pattern - Full time, Monday to Sunday, working 5 days across a 7 day service

Location - Remote

About Medinet Group

Medinet Group is a dynamic healthcare organisation committed to delivering high-quality clinical services across the UK. Our integrated businesses - Medinet (insourcing), HealthHarmonie (community specialist services), and HealthHarmonie Minds (mental health and wellbeing services) - work collaboratively with NHS and healthcare partners to improve patient access, reduce waiting times, and drive innovation in healthcare delivery.

The Patient Advisor is the first point of contact for prospective private patients engaging with MyMedinet's elective healthcare services. The role ensures patients receive clear, accurate, and fully informed guidance throughout their decisionmaking process. Coordinators work closely with clinicians and internal operational teams to deliver a seamless, patientcentred pathway across acute hospital and community outpatient settings.

Performance in this role directly influences service outcomes, and remuneration includes commission linked to conversion and pathway performance.

Key Responsibilities

Patient Enquiry Handling & Informed Content Delivery

- Respond promptly and professionally to all patient enquiries (phone, email, digital channels).

- Provide comprehensive, accurate information about clinical services, pathways, pricing, appointment options, and expected timelines.

- Support patients to become fully informed ahead of choosing to proceed with treatment, ensuring clarity on risks, benefits, and next steps.

- Use CRM tools to track patient progress, deliver timely updates, and conduct courtesy followups, consistent with privatepatient coordinator roles in UK providers

Clinician Collaboration & Consultation Support

- Work with clinicians to prepare and deliver informedcontent consultations.

- Chaperone video clinics, ensuring smooth technical setup, patient comfort, and accurate documentation.

- Coordinate preconsultation information gathering (medical history, referral details, previous investigations).

Pathway Coordination

- Act as the single point of contact for patients from enquiry through to discharge, mirroring best practice in privatepatient pathway management

- Liaise with internal operational teams to ensure seamless scheduling, diagnostics, followup appointments, and onward referrals.

- Maintain uptodate knowledge of hospital processes, clinical procedures, and associated costs.

- Support conversion from enquiry to consultation and from consultation to treatment.

Administration & Data Management

- Collect and verify patient information, including medical histories and insurer details where applicable.

- Manage patient records within CRM and clinical systems, ensuring accuracy and compliance.

- Process payments, issue invoices, and support financial queries.

- Generate activity reports (enquiries, conversions, revenue, satisfaction metrics).

Customer Service & Patient Experience

- Deliver a professional, empathetic, and responsive service at all times.

- Build rapport with patients to support confidence in their care pathway.

- Manage patient satisfaction surveys and escalate concerns appropriately.

- Uphold MyMedinet's commitment to highquality, patientcentric elective care, aligned with Medinet Group's wider mission

Skills & Competencies

- Exceptional communication skills (written, verbal, digital).

- Strong ability to explain clinical pathways in accessible, patientfriendly language.

- Confident in supporting video consultations and digital patient engagement.

- High level of organisation, accuracy, and attention to detail.

- Ability to manage multiple patient pathways simultaneously.

- Problemsolving and conflictresolution skills, consistent with privatepatient coordinator expectations

- Comfortable working to performancebased targets and commission structures.

- Experience in healthcare, privatepatient services, or customerfacing roles is highly desirable.

Experience & Qualifications

- Background in healthcare administration, privatepatient coordination, or customer service within clinical environments.

- Familiarity with elective care pathways, outpatient processes, and clinical terminology.

- Proficiency with CRM systems and digital communication platforms.

- No formal clinical qualification required, but experience liaising with clinicians is advantageous.

Working Model & Environment

- Fully remote role

- Digital coordination and some onsite support depending on service needs.

- Commissionbased performance incentives aligned to enquiry conversion, patient satisfaction, and pathway efficiency

Safeguarding & Recruitment Statement

Safeguarding is fundamental to the success in all that we do. The organisation follows a Safer Recruitment process for all roles. Successful candidates will be subject to proportionate background, DBS, and reference checks as required.

We are committed to safeguarding and promoting the welfare of all service users in line with statutory guidance, including the Mental Capacity Act 2005, ensuring that individuals are supported to make their own decisions wherever possible and that appropriate best interest decisions are made when required.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.