Patient Experience Lead | VIP Healthcare Practice

Office Angels • Permanent • London, Greater London, England, United Kingdom • £50k - £52k / year • 1h ago

Patient Experience Lead | VIP Healthcare Practice

£50,000 | London | Full-Time

The Role

As Patient Experience Lead, you will be the driving force behind delivering an exceptional end-to-end experience for a portfolio of VIP patients within a prestigious private healthcare practice.

Working closely with the Founder and CEO, you will act as the primary point of contact for patients, ensuring every aspect of their healthcare journey is managed seamlessly, professionally, and with absolute discretion.

Key responsibilities include:

Managing a portfolio of approximately 160 VIP and internationally based patients
Coordinating all aspects of the patient journey, including consultations, diagnostics, treatment plans, communications, logistics, and follow-up care
Delivering a highly personalised, concierge-style service while maintaining the highest standards of clinical professionalism
Supporting the Founder and CEO's patient portfolio directly
Leading and developing a team of two Patient Coordinators and one Receptionist
Overseeing front-of-house operations and ensuring consistently outstanding patient satisfaction
Managing sensitive patient matters, complaints, and escalations with empathy, discretion, and professionalism
Acting as the operational hub of the practice, ensuring smooth daily clinic operations and effective patient care coordination

Who We're Looking For

A healthcare background is essential for this position.

We are seeking an experienced patient services, healthcare operations, or patient experience professional who understands the importance of delivering exceptional care in a private healthcare environment.

You will have previous experience working within:

Private healthcare practices
Private hospitals
Specialist medical clinics
Executive health services
Concierge medicine
Premium healthcare environments supporting high-net-worth or VIP patients

Essential Experience & Skills

Proven experience within a healthcare setting
Strong understanding of patient pathways and healthcare service delivery
Experience supporting VIP, UHNW, executive, or internationally based patients
Exceptional relationship management and communication skills
Ability to manage sensitive and confidential patient information
Outstanding organisational and coordination skills
Previous leadership or people management experience
Ability to remain calm and professional in a fast-paced healthcare environment
High levels of emotional intelligence, discretion, and professionalism
A proactive, hands-on approach with a commitment to delivering exceptional patient care

Working Pattern

This is a fully onsite position based in London.

Clinic hours are 8:30am to 5:30pm
You'll typically arrive before the clinic opens and help ensure the day closes smoothly
Occasional out-of-hours support may be required for urgent patient-related matters
Overtime or time off in lieu is provided where significant additional hours are worked

The Opportunity

This is a rare opportunity for an experienced healthcare professional to join an elite private practice, working with a discerning VIP patient population while playing a pivotal role in delivering an exceptional standard of care and patient experience.

If you thrive in a premium healthcare environment and are passionate about creating seamless patient journeys, we'd love to hear from you.

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

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