Referral Coordinator & Medical Secretary - Fully Remote - £28,000.00pa
Job Summary
We are looking for a proactive and personable Referral Coordinator & Medical Secretary to take ownership of new patient enquiries at London Psychiatry Clinic. This is a crucial role at the heart of the patient journey — you will be the first point of contact for all prospective patients, managing the full cycle from initial enquiry through to booked appointment.
This is a 6-month fixed-term project role with a genuine remit to shape and embed a best-in-class enquiry management process. It is ideal for someone who thrives on building systems, improving processes, and delivering exceptional patient-facing service in a high-quality clinical environment.
This role encompasses two core areas of responsibility:
New Enquiry Management & Conversion
Acting as the primary point of contact for all new patient enquiries, triaging to the appropriate clinician or service, and managing the pipeline from first contact to confirmed appointment.
Process Design & Medical Secretary Support
Working with the Operations Team to design, document, and embed a structured new enquiry workflow, while providing medical secretarial support for new patient administration.
The ideal candidate
is someone with a warm, professional manner who can convert enquiries with confidence, has strong attention to detail, and demonstrates discretion, initiative, and the ability to manage a high-volume, fast-paced workload. You should be comfortable with new technology and energised by the prospect of helping to build and define a process, not just follow one.
Key Responsibilities
1. New Enquiry Management & Conversion
- Act as the primary point of contact for all new patient enquiries across phone, email, and CRM (Intercom, Semble or equivalent)
- Triage enquiries to the appropriate clinician or service line (Adult, CAMHS, Therapy, Specialist)
- Manage the full enquiry-to-appointment pipeline, ensuring timely follow-up and high conversion rates
- Maintain accurate records of all enquiry activity, outcomes, and pipeline data within the CRM and patient management system
- Provide empathetic, professional guidance to patients and referrers navigating the private psychiatric pathway
- Manage and respond to enquiries within agreed response time targets
2. Process Design & Improvement
- Work closely with the Operations Manager to design, document, and embed a structured new enquiry workflow
- Help define KPIs and reporting for enquiry conversion, response times, and patient experience
- Identify gaps, inefficiencies, and opportunities for improvement in the current referral pathway
- Contribute to the implementation and optimisation of CRM and patient management tools
- Support with testing and feedback during system changes or new platform rollouts
3. Medical Secretary Duties
- Coordinate new patient appointments, liaising with clinicians and their secretaries on availability and clinical suitability
- Process referral letters and supporting documentation in accordance with clinical governance standards
- Ensure all new patient paperwork, consent forms, and pre-appointment information is issued accurately and on time
- Support with insurance pre-authorisation and self-pay fee communication where required
- Liaise with patients, clinicians, and medical insurers with professionalism and discretion
4. Communication & Stakeholder Management
- Build and maintain strong working relationships with referring GPs, therapists, and external professionals
- Liaise internally with the clinical team, admin team, and management to ensure seamless handover of new patients into ongoing care
- Represent the clinic professionally in all external communications, upholding the standards expected of a Harley Street service
Key Skills & Attributes
- Excellent telephone manner with a warm, professional, and confident communication style
- Strong written and verbal communication skills
- Ability to manage high volumes of enquiries while maintaining quality and accuracy
- Excellent time management and organisational skills with the ability to prioritise competing demands
- High emotional intelligence and discretion when handling sensitive patient information
- Proactive, autonomous, and comfortable making decisions
- Comfortable adapting to new technology and contributing to system implementation or process improvement
- Skilled in managing relationships with internal and external stakeholders
- Comfortable using cloud-based systems, CRMs, and clinical databases
Experience Required
- Prior experience in a medical secretary, patient coordinator, or referral management role — private healthcare preferred (essential)
- Experience using CRM systems, patient management software, or clinical databases (essential)
- Background in healthcare administration or private clinic operations (preferred)
- Experience in a psychiatric, CAMHS, or mental health setting (desirable)
- Experience with Intercom, Semble, or similar healthcare CRM/PMS platforms (desirable)
- Previous involvement in process design, service improvement, or operational projects (desirable)
- Understanding of CQC-regulated clinical environments (desirable)
This is a fabulous opportunity for someone who wants to utilise their private medical experience and skills in a new, challenging role that is based from home.
Benefits:
- 24 days annual leave with an additional day accrued with each year of service. Up to a maximum of 30 days
- 5 days paid sick leave per annum
- Health Care insurance with added benefits once probation is passed
- Company laptop and iPhone provided
- Access to Blue Light Card
Schedule:
Monday to Friday 08:30-17:30
Job Type: Full-time
Pay: £28,000.00 per year
Benefits:
- Company pension
- Employee discount
- Health & wellbeing programme
- Sick pay
- Work from home
Education:
- GCSE or equivalent (preferred)
Experience:
- Medical Secretary: 1 year (preferred)
Work Location: Remote
