Key Responsibilities:
1. Luxury Patient Welcome
- Provide a warm, polished and personalised welcome to every patient and guest.
- Greet patients by name and acknowledge them promptly on arrival.
- Offer refreshments in line with the clinic’s hospitality standards.
- Assist patients with coats, belongings and any practical requirements.
- Escort patients to the appropriate consultation, treatment or relaxation area.
- Maintain awareness of who is in the clinic, why they are attending and what stage of their journey they are at.
- Ensure new patients feel particularly supported and understand what to expect.
- Recognise patients who may feel nervous, vulnerable or overwhelmed and respond with sensitivity.
- Maintain discretion at all times, particularly when welcoming high-profile or private patients.
- Ensure departures are managed with the same care and attention as arrivals.
2. End-to-End Patient Journey Management.
- Take ownership of the patient journey from initial enquiry through to follow-up.
- Ensure all appointments are booked correctly and include sufficient time, room allocation and clinical information.
- Confirm that all relevant forms, photographs, consent documents and pre-treatment requirements have been completed.
- Prepare clinicians and therapists with relevant patient information ahead of appointments.
- Coordinate smooth handovers between reception, consultation, treatment and aftercare.
- Ensure patients understand their treatment plan, next appointment and any required preparation.
- Arrange review appointments before the patient leaves wherever appropriate. Follow up after selected treatments in line with clinic protocols.
- Ensure outstanding actions are completed and not lost between departments.
- Identify any gaps or friction points in the patient journey and escalate them promptly.
3. Appointment and Diary Management
- Manage diaries accurately and commercially, while protecting the quality of the patient experience.
- Book consultations, treatments, reviews, blood tests and follow-up appointments appropriately.
- Understand treatment durations, clinician preferences, room requirements and treatment sequencing.
- Minimise avoidable gaps and maximise effective diary utilisation.
- Manage cancellations, rescheduling and waiting lists proactively.
- Contact suitable patients when earlier appointments become available.
- Identify opportunities to consolidate or coordinate appointments where this benefits the patient.
- Ensure adequate transition time for room preparation and patient privacy.
- Monitor clinic flow throughout the day and respond quickly to delays.
- Communicate delays to patients in a calm, professional and apologetic manner.
- Support clinicians in maintaining punctuality without making patients feel rushed.
4. Enquiry Management and Conversion
- Respond to telephone, email, website and social media enquiries promptly and professionally.
- Provide clear, accurate and reassuring information about services without offering clinical advice outside the scope of the role.
- Ask thoughtful questions to understand the patient’s concern and guide them towards the most appropriate consultation.
- Communicate the value of the clinic’s expertise, experience and personalised approach.
- Avoid transactional or overly sales-focused language.
- Follow up appropriately with patients who have expressed interest but have not yet booked.
- Record the source and outcome of enquiries accurately. Track new patient enquiries, consultation bookings and conversion.
- Identify common barriers to booking and share insights with the management team.
- Maintain a confident understanding of pricing, consultation fees, deposits and payment options.
- Know when an enquiry should be escalated to a clinician.
5. Treatment Plan Coordination
- Support patients in understanding the practical sequence of their agreed treatment plan.
- Arrange multi-stage treatment journeys in the correct clinical order.
- Provide printed or digital treatment plan information where required.
- Confirm treatment costs accurately, following clinician approval.
- Coordinate deposits, staged payments or approved payment plans.
- Ensure patients understand preparation, downtime and review requirements.
- Contact patients whose treatment plans remain incomplete or who are due to continue a course.
- Maintain a clear record of planned, completed and outstanding treatments.
- Work closely with clinicians to support continuity of care.
6. Patient Retention and Relationship Management
- Build genuine, professional relationships with patients.
- Remember preferences, important occasions and relevant personal details where appropriate.
- Recognise and welcome returning patients consistently.
- Support patient recall programmes for review appointments, maintenance treatments and treatment courses.
- Monitor patients who have not returned within their expected treatment timeframe.
- Contact patients in a thoughtful and personalised manner rather than using generic sales messaging.
- Identify opportunities to improve continuity across aesthetics, skin, laser, wellness and medical services.
- Support cross-referral between appropriate clinic services.
- Inform patients of relevant new treatments, events or educational opportunities where appropriate.
- Handle birthdays, milestones, weddings and important events with sensitivity and attention. Help develop thoughtful gestures that enhance the patient experience.
7. High-End Hospitality Standards
- Maintain the presentation of all patient-facing areas throughout the day.
- Ensure refreshments, glassware, towels, robes, amenities and literature are replenished and beautifully presented.
- Monitor lighting, music, scent, temperature and overall ambience.
- Ensure reception, consultation and relaxation spaces remain calm and clutter-free.
- Anticipate patient needs rather than waiting to be asked.
- Support patients who require privacy, accessibility assistance or additional reassurance.
- Prepare for VIP visits, press appointments, brand partners and special events.
- Create small personalised touches where appropriate.
- Maintain a detailed understanding of the standards expected across both Dr Emma Clinics and Aethera.
- Continually look for ways to elevate the experience without making it feel forced or theatrical.
8. Payments and Financial Administration
- Take payments accurately and discreetly.
- Process deposits, balances, refunds and payment links according to clinic policy.
- Ensure payments are correctly allocated to the appropriate patient and service.
- Provide receipts and invoices when required.
- Maintain confidentiality when discussing costs.
- Explain cancellation and deposit policies clearly and respectfully.
- Escalate payment discrepancies or sensitive financial conversations appropriately.
- Complete daily payment reconciliation procedures.
- Support accurate end-of-day reporting. Ensure no patient leaves with an unclear balance or unresolved payment query.
9. Clinical and Administrative Support
- Ensure patient records are complete, accurate and up to date.
- Check demographic details and contact information regularly.
- Upload relevant correspondence, forms and documents to the patient record.
- Support the completion of treatment records without entering clinical information on behalf of clinicians.
- Prepare consultation packs, consent forms and patient information documents.
- Manage incoming and outgoing correspondence.
- Coordinate referrals, blood results, prescriptions or external documentation as instructed.
- Support private medical administration where required.
- Maintain strict patient confidentiality in accordance with GDPR and clinic policy.
- Ensure conversations cannot be overheard unnecessarily. Never discuss one patient with another patient or unauthorised person.
10. Complaints and Service Recovery
- Respond calmly and compassionately when a patient expresses disappointment or concern.
- Listen fully without becoming defensive or dismissive.
- Acknowledge the patient’s experience and reassure them that the matter will be taken seriously.
- Avoid making clinical judgments, admitting liability or offering unauthorised compensation.
- Escalate complaints promptly in line with clinic policy.
- Document concerns accurately and factually.
- Maintain appropriate follow-up until the matter has been resolved.
- Recognise situations where a small service issue can be corrected immediately.
- Support a culture in which feedback is valued and used to improve the patient experience.
- Protect the patient relationship wherever reasonably possible.
11. Clinic Flow and Daily Operations
- Review the clinic diary at the beginning of each day.
- Identify new patients, complex treatment plans, VIP patients and appointments requiring additional preparation.
- Participate in the daily team briefing.
- Confirm clinician and room readiness.
- Monitor arrivals, departures, delays and room turnover.
- Communicate changes quickly to the appropriate team members.
- Ensure patient notes, forms and treatment information are available when needed.
- Support the team during particularly busy clinics.
- Coordinate lunch breaks and reception cover where required.
- Complete opening and closing procedures.
- Ensure unresolved issues are handed over clearly at the end of the day.
12. Product and Retail Experience
- Maintain an informed understanding of the clinic’s skincare and aftercare products.
- Support clinician and therapist recommendations without independently prescribing products.
- Present retail products beautifully and maintain testers, displays and stock levels.
- Process product purchases accurately.
- Prepare prescribed or recommended products for collection.
- Contact patients when ordered products become available.
- Monitor low stock and communicate requirements to the appropriate team member.
- Ensure product areas feel curated and luxurious rather than overly commercial.
- Support seasonal edits, gifting and treatment-related homecare packages.
13. Brand Representation
- Represent Dr Emma Clinics and Aethera with warmth, discretion and professionalism.
- Understand the difference between the two brands while delivering one consistent standard of care.
- Use appropriate tone of voice across telephone, email, written and face-to-face communication.
- Ensure written communication is accurate, polished and aligned with brand standards.
- Maintain personal presentation appropriate to a luxury clinical environment.
- Protect the reputation of the clinic both inside and outside the workplace.
- Never share patient information, internal clinic matters or confidential business information.
- Support events, launches, educational evenings and brand collaborations.
- Be able to explain the clinic philosophy and service offering confidently.
14. Team Collaboration
- Work closely with doctors, nurses, therapists, coordinators and management.
- Share relevant patient information clearly and appropriately.
- Communicate respectfully, even during busy or high-pressure periods.
- Avoid discussing internal frustrations in patient-facing areas.
- Support colleagues without losing ownership of core responsibilities.
- Raise concerns early rather than allowing issues to escalate.
- Participate in training, team meetings and service development.
- Contribute ideas to improve the patient journey.
- Support a culture of accountability, kindness and high standards.
- Treat every team member as an important part of the patient experience.
Pay: £25,420.00-£45,825.58 per year
Benefits:
Work Location: In person
