Patient Experience Co-ordinator
At Clinical Partners, we believe every patient deserves to feel heard, supported and valued. We're looking for a compassionate and resilient Patient Experience Coordinator to join our growing Patient Experience team.
In this rewarding role, you'll be the first point of contact for patients and families who have concerns about their NHS outpatient experience. Through empathy, active listening and effective problem solving, you'll help resolve issues before they escalate, ensuring every patient receives the support and care they deserve.
If you're someone who thrives on meaningful conversations, enjoys helping people through difficult situations and can confidently manage sensitive enquiries, we'd love to hear from you.
This primarily home-based role requires occasional travel to our head office in Semley, Dorset or London for meetings and team collaboration.
Key Responsibilities:
- Speaking with patients, family members and advocates to understand concerns and provide support.
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Investigating complex or sensitive issues by working closely with clinical and operational teams.
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Resolving patient dissatisfaction wherever possible before concerns progress to a formal complaint.
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Providing compassionate, professional communication during challenging conversations.
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Identifying themes and trends from patient feedback to support service improvements.
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Maintaining accurate records and ensuring confidentiality at all times.
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Supporting ongoing process improvements within an evolving and growing service.
Requirements:
You'll be comfortable spending a significant portion of your day on the phone, building rapport and helping people navigate sensitive situations with care and professionalism.
- Experience in patient services, customer experience, complaints handling or a similar people-focused role
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Excellent communication skills, both written and verbal
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Confidence managing difficult conversations with empathy and professionalism
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Strong organisational skills and the ability to prioritise effectively
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A calm, positive and solutions-focused approach
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Confidence using Microsoft 365 and learning new systems quickly
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Experience within healthcare, GP surgeries, hospitals, Salesforce, RADAR or similar CRM systems would be advantageous but isn't essential.
Remuneration and Benefits:
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£28,000 - £30,000 annual salary (DOE)
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25 days paid holiday (increasing with service to 28 days) plus bank holidays.
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A day off for your birthday.
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Healthcare Cash Plan
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Benefits Platform
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Life Assurance
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Discount Vouchers
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Flexible working opportunities to suit your personal needs
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Opportunities to take part in charitable events
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Access to a Wellbeing portal and Employee Assistance Programme (EAP)
Equal Opportunities Employer:
At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.
DBS Check Requirement:
Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.
