Help older people get their mobility and independence back by being the calm, reliable face that makes every visit feel easy and supported.
HT Physio is a specialist private physiotherapy clinic in Farnham focused on helping older people avoid surgery, stay active, and keep doing the things they love. Thousands of patients have trusted us, and our clinic is growing. This role is a key part of keeping our standards high as we grow.
If you’re exceptional with people, organised, comfortable talking on the telephone and aligned with our core values, we want to hear from you.
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Role
You’ll be the first person many patients meet in the clinic and the one who makes sure their experience is smooth from first enquiry to the end of their plan of care.
Your job in one sentence: make every patient feel welcomed, looked after, and clear on what happens next, while keeping the diary running like clockwork.
This role exists to:
· Turn enquiries into booked assessments.
· Turn assessments into full plans of care.
· Keep patients on track so they complete their treatment and stay with us when ongoing care is right for them.
· Make sure every patient (and potential patient) feels supported, taken care of and made to feel at ease.
This is a full-time role (5 days a week on site), with clear room to grow as the clinic scales.
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Responsibilities
Patient experience & front of house
· Warmly welcome patients and visitors, making the clinic feel calm, organised, and professional.
· Be the first point of contact on the phone and email: answer queries, reassure nervous patients, and guide them to the right next step.
· Help anxious or frustrated patients feel heard and supported, then route issues to the right clinician when needed.
Scheduling & coordination
· Manage the clinic diary: book, reschedule, and confirm appointments for three physios.
· Proactively fill gaps in the diary and manage waiting lists.
· Run reminder processes (calls/texts/emails) to reduce late cancellations and no-shows.
· Coordinate follow-up bookings so patients always leave with their next appointment in place.
Treatment plan support & follow-up
· After initial assessments, support patients to book recommended plans of care and understand what to expect.
· Make check-in calls to patients who cancel or go quiet, with the goal of getting them back on track when appropriate.
· Support conversations around our Year of Care Club and other suitable services, always in a respectful, non-pushy way.
Admin & clinic operations
· Take payments, issue receipts, and handle basic billing queries.
· Keep patient records accurate and up to date in our practice software.
· Help keep the clinic environment tidy, prepared, and running on time.
· Note recurring issues and suggest simple improvements to front-desk and follow-up processes.
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Requirements
· 1–3 years in a customer-facing role (clinic reception, healthcare admin, hospitality, retail, or similar – medical experience NOT necessary).
· Confident and warm in person and on the phone, especially with older people.
· Strong written communication: clear, calm, polite, never patronising.
· Highly organised: able to manage multiple clinicians’ diaries, calls, and follow-ups without things slipping.
· Comfortable with basic tech: email, calendars, and practice software (we train you on our exact systems).
· High ownership: when you say “I’ve got it,” you take it through to resolution, including follow-up.
· Coachable and growth-minded: open to feedback and happy to practise calls and scenarios until you’re excellent.
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Results you own
You are successful when:
· Enquiries are responded to quickly and professionally, and a high percentage turn into booked assessments.
· Show-up rates for assessments and follow-up sessions are high, with reduced avoidable cancellations and no-shows.
· Patients feel clearly guided through their first 4–6 weeks of care and know what happens next.
· Diary utilisation for the physios stays high without feeling chaotic.
· Patient feedback on front-desk experience is consistently excellent, reflected in reviews and NPS scores.
If this role did not exist, patients would feel less supported, more people would slip through the cracks, and more treatment plans would be cut short.
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Your path here
We are upfront about progression. This role is designed to grow as you do:
· Months 0–12 – Patient Care Coordinator. Master front of house, phones, diary management, and follow-up. Learn our patients, our systems, and our care pathways.
· Months 12–24+ – Senior PCC / Front Desk Lead. Take ownership of key metrics (show-up rate, cancellations, enquiry conversion), help train new team members, and improve processes.
Progression depends on performance, not time served.
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Schedule
· 5 days per week, in our Farnham clinic (GU9).
· Specific days/hours to be agreed
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Compensation
· Competitive, pro-rated pay based on experience and skills.
· Performance-related bonus tied to patient experience and key front-desk metrics, with clear mechanics so you always know how to be successful.
(Exact figures to be confirmed during the hiring process.)
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Other benefits
· Direct mentorship from the founder, front desk manager and senior physios – you work with the people running the clinic, not three layers removed.
· A clear development path as outlined above.
· The chance to see, first-hand, how excellent front-desk work transforms patient outcomes.
· Discounted or complimentary access to selected HT Physio services for you and/or a close family member (details discussed at offer stage).
· Work that matters: you’ll see real patients regain confidence, mobility, and independence because you helped them stay on track.
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Core Values
Our core values are the heart of this clinic. They guide how we behave with patients and with each other.
Personal Ownership
If you say “I’ve got it,” you take it all the way to resolution. You don’t pass the buck or let things get ignored in the inbox.
Continuous Improvement
You look for patterns in patient issues and help us fix them at the root. You suggest better ways to book, follow up, and delight patients over time.
Play to Win
We care about outcomes, not busyness. The score is patient activation, satisfaction, and completion of care – and you show up each day to move those numbers.
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How to apply
To apply, send:
· Your CV
· A link to a 60-second selfie video (on your phone is fine) explaining why you want this role at HT Physio and what you would bring to the team
Here: https://careers.ht-physio.co.uk/pcc-careers
Pay: £26,000.00-£30,000.00 per year
Benefits:
Work Location: In person
