THE NANTWICH CLINIC
Front of House & Patient Coordinator
Nantwich, Cheshire | Full-Time | Permanent
ABOUT THE NANTWICH CLINIC
The Nantwich Clinic is a premium, multi-specialty private clinic based in Stapeley, Nantwich.
We provide Physiotherapy & Rehabilitation, Podiatry, Audiology, Private GP Services, Aesthetics, Wellness, and advanced treatment technologies within one integrated clinic environment.
We are not a high-volume, transactional clinic.
Patients come to us because they want to feel genuinely looked after, guided properly, and confident they are in safe hands. The front of house team is central to creating that experience.
This is not a standard receptionist role.
We are looking for an experienced Front of House & Patient Coordinator who can confidently manage a busy clinic environment while maintaining calm, professionalism, warmth, and exceptional attention to detail.
THE ROLE
This role sits at the centre of the clinic.
You will manage patient communication, diary coordination, bookings, and front of house operations across multiple departments while ensuring every patient feels welcomed, reassured, and guided clearly through their care journey.
You will often be managing:
- Multiple phone calls
- Patients arriving at reception
- Clinician diary changes
- WhatsApp and social media enquiries
- Booking requests and follow-ups
- Patient questions and concerns
The right person will stay calm under pressure, think ahead rather than react, and maintain a polished, professional atmosphere regardless of how busy the clinic becomes.
This role would suit someone who enjoys fast-paced environments, takes pride in high standards, and naturally notices what needs doing without needing to be asked.
KEY RESPONSIBILITIES
FRONT OF HOUSE & PATIENT EXPERIENCE
- Welcome patients warmly and professionally, ensuring they feel looked after from the moment they arrive
- Maintain a calm, organised, premium front of house environment at all times
- Manage incoming calls, emails, WhatsApp messages, and enquiries promptly and professionally
- Guide patients confidently through booking, treatment planning, and follow-up processes
- Ensure patients always leave understanding what happens next
DIARY & BOOKING MANAGEMENT
- Manage clinician diaries efficiently across multiple departments
- Reduce booking gaps and optimise appointment flow
- Coordinate rebookings and ongoing treatment plans confidently
- Handle cancellations, changes, and scheduling issues proactively
- Ensure accurate booking and patient record management within Cliniko
PATIENT JOURNEY & RETENTION
- Support structured patient journeys through confident rebooking and continuity of care
- Encourage patient reviews at appropriate moments
- Identify opportunities for relevant cross-referrals between departments where genuinely beneficial
- Help patients access the right services within the clinic
- Follow through on outstanding tasks and communication until completed
TEAM & OPERATIONAL SUPPORT
- Protect clinicians from unnecessary interruptions where possible
- Communicate clearly and accurately with the wider team
- Support smooth day-to-day clinic operations
- Maintain excellent attention to detail across all communication and administration
- Contribute positively to the clinic culture and standards
WHAT WE ARE LOOKING FOR
ESSENTIAL
- Previous experience in a busy front of house, reception, patient coordinator, hospitality, or client-facing role
- Excellent communication skills, both written and verbal
- Strong organisational skills and ability to manage multiple priorities simultaneously
- Calm, composed, and professional under pressure
- Warm, confident, and emotionally intelligent
- Fast-paced and proactive approach to work
- High attention to detail and pride in presentation
- Strong grammar, professionalism, and communication standards
- Confidence using digital systems and managing diaries
DESIRABLE
- Experience within private healthcare, aesthetics, wellness, or hospitality
- Experience using Cliniko or similar booking systems
- Experience handling high volumes of patient or customer communication
- Confidence discussing treatment journeys and ongoing care plans
THIS ROLE IS NOT SUITED TO SOMEONE WHO:
- Prefers a slow-paced administrative environment
- Waits to be told what to do
- Struggles managing multiple interruptions at once
- Becomes easily overwhelmed under pressure
- Communicates in a cold, transactional, or overly corporate way
- Is uncomfortable confidently guiding patients through next steps
WHAT WE OFFER
- A genuinely supportive, high-standard team environment
- A modern, premium clinic setting
- Ongoing training and development
- Staff discounts on clinic services and products
- Team events and away days
- Free on-site parking
- The opportunity to grow within an expanding clinic
WHY THIS ROLE MATTERS
The front of house team shapes how patients feel about this clinic.
Patients may forget exactly what was said on the phone. They will remember whether they felt reassured, welcomed, and confident they were being looked after.
We are looking for someone who takes pride in creating that experience every day.
HOW TO APPLY
Please send your CV along with a short covering statement telling us:
- Why this role interests you
- What you believe makes an exceptional patient experience
- How you work under pressure in busy environments
We are actively recruiting and looking to move quickly for the right candidate.
Job Types: Full-time, Permanent
Pay: £26,436.80-£29,580.00 per year
Benefits:
- Company events
- Employee discount
- Free parking
- On-site parking
- Paid volunteer time
- Store discount
Work Location: In person
