Job Summary
We are seeking a dedicated Patient Retention & Experience Specialist to enhance patient satisfaction and foster long-term relationships within our healthcare organisation. The successful candidate will play a vital role in improving patient engagement, ensuring a positive experience at every touchpoint, and supporting the organisation’s commitment to exceptional patient care. This role offers an opportunity to contribute meaningfully to patient outcomes while developing valuable skills in healthcare communication and relationship management.
Responsibilities
Each day you will work from structured call lists including:
- Appointment no-shows
- Appointment cancellations
- Consultation-only patients
- Patients seen on the same day
Role requirements:
- Make around 200 structured calls per day
- Rebook missed appointments
- Address concerns that stopped patients proceeding with treatment
- Check on healing and patient wellbeing
- Encourage reviews once patients are happy with their result
- Ask for referrals in a natural and professional way
- Record clear outcomes and notes for every call
Requirements
- Proven experience in customer service, healthcare administration, or related fields is preferred.
- Excellent communication skills, both written and verbal, with a compassionate approach towards patients.
- Strong organisational skills with the ability to manage multiple priorities effectively.
- Proficiency in using CRM software or similar database management tools.
- Ability to work collaboratively within multidisciplinary teams.
- A proactive attitude with problem-solving capabilities and attention to detail.
- Knowledge of healthcare regulations, privacy policies, and best practices in patient engagement is advantageous.
- A recognised qualification in healthcare administration or related disciplines is desirable but not essential. This position offers an engaging environment where your efforts directly contribute to improved patient care experiences while supporting organisational growth through enhanced retention strategies.
Job Type: Full-time
Pay: From £30,000.00 per year
Work Location: In person
