Medical Secretary Team Leader — OCL Vision
£37,000 – £38,000 per year | Full-time, Permanent | Central London (with travel to Hertfordshire clinics)
About OCL Vision
Formed in 2018 through the merger of three internationally recognised eye surgery practices, OCL Vision exists to deliver world-class vision correction with a level of personal care that matches the calibre of our clinical expertise. Our consultants are leaders in their fields, and our flagship clinic in Central London, alongside our Hertfordshire sites, sees patients who are trusting us with something deeply personal: their sight.
We believe exceptional outcomes come from exceptional collaboration. As we continue to grow, we're looking for a Patient Coordinator Team Leader who can bring that same standard of trust, teamwork, and excellence to a team of six, while keeping the patient experience running like clockwork.
The Role
This is a role for someone who has done the coordinator job well and is ready to lead it. You'll take ownership of a team of six Patient Coordinators, making sure they're supported, scheduled effectively, and delivering the same first-class experience to every patient, every time.
You'll still be hands-on with patients and consultants where needed, but your main focus shifts to the bigger picture: rotas that actually work, a team that's confident and consistent, and cover that holds up even outside normal hours. You'll be the person the team comes to when something needs a decision, and the person consultants and management trust to keep operations steady.
Key responsibilities
Team leadership
- Manage, motivate and support a team of 6 Patient Coordinators, setting a clear example of OCL's values of trust, teamwork and excellence
- Build and manage the team rota, ensuring appropriate cover across clinics, consultations and surgery days
- Provide out-of-hours assistance where required, acting as the point of escalation for urgent patient or operational issues
- Onboard and train new team members, and support ongoing development of existing staff
- Conduct regular check-ins, address performance concerns early, and recognise good work
- Act as the first point of escalation for complex patient queries, complaints, or situations requiring judgement beyond the standard process
Operational oversight
- Oversee consultant diary management across the team, ensuring bookings, consultations and surgeries are scheduled efficiently and without conflict
- Monitor and drive surgery booking targets across the team, identifying where support or coaching is needed
- Ensure the team maintains accurate, up-to-date patient records in Medisight and Compucare
- Maintain oversight of pricing, billing methods and procedure knowledge across the team, acting as the go-to for queries the team can't resolve
- Ensure surgery packs, confirmation letters and patient communications go out accurately and on time
- Monitor patient feedback and reviews, and ensure the team is consistently encouraging testimonials on Trustpilot, Google and social media
Patient experience
- Step in directly with patients when needed, particularly for sensitive or complex cases requiring a senior voice
- Ensure the patient journey, from first enquiry to post-op follow-up, remains seamless regardless of which team member is involved
- Uphold the same high standards of confidentiality, professionalism and communication that the coordinator role demands, and hold the team to them too
Reporting and continuous improvement
- Report to management on team performance, booking targets, and any recurring issues or bottlenecks
- Identify opportunities to improve processes, rota efficiency, or patient communication, and put changes into practice
- Provide any other support requested from time to time, commensurate with the role
Who thrives in this role
- A natural leader. You can motivate a team, hold people accountable fairly, and lead by example rather than just instruction.
- Highly organised. Rotas, diaries, and out-of-hours cover all depend on you thinking ahead and planning properly.
- Calm and decisive under pressure. Whether it's an out-of-hours call or a team member needing guidance mid-shift, you make good decisions quickly.
- Still genuinely hands-on. You're happy to step onto the phones or into a patient conversation when the team needs it.
- Trusted with responsibility. You'll hold more operational and confidential responsibility than a standard coordinator, and you take that seriously.
Essential experience and qualifications
- Previous experience working within an eye-related or ophthalmic organisation, ideally in a coordinator or similar patient-facing role
- Demonstrable experience managing, supervising or leading a team
- GCSEs in English Language and Mathematics (or equivalent)
- Proficient computer skills, including Microsoft Office
- Strong organisational skills, with the ability to manage rotas and prioritise competing demands
- Excellent written and verbal communication skills
- Sound judgement, decision-making and problem-solving skills, particularly under pressure or out of hours
- Ability to maintain strict confidentiality across patient and company information
- A confident, credible presence able to hold a team to process and protocol
- A positive, target-driven attitude with a genuine passion for patient care
Why join OCL Vision
- A genuine step up into leadership within a respected, growing eye care group
- Work alongside some of the UK's leading eye surgeons
- Company pension
- Employee discount
- Health & wellbeing programme
- Sick pay
- Company events
- Excellent transport links in Central London
Pay: £37,000.00-£38,000.00 per year
Benefits:
- Company pension
- Employee discount
- Private medical insurance
Application question(s):
- Why are you a suitable candidate for this role and what could you bring to OCL Vision?
- What is your current notice period or potential start date?
Experience:
- Team Leadership: 1 year (required)
- Medical Secretary: 1 year (required)
Language:
Work Location: In person
