My- IClinic is a modern, fast-growing ophthalmic clinic based in the heart of North London, focused on delivering outstanding, patient-first eye care. Family-owned and co-founded by consultant ophthalmic surgeons Mr John Bolger and Mrs Bola Odufuwa Bolger, the clinic is built on decades of clinical expertise and international recognition in advanced eye surgery and education.
Mr Bolger brings over 30 years of experience in ophthalmology and is a pioneer of micro-incision cataract surgery in the UK, while Mrs Bolger is an internationally acclaimed lecturer and respected leader in the field of ophthalmic surgery. Together, they have created a practice that blends world-class clinical standards with a genuinely supportive and collaborative team culture.
At My- IClinic, innovation, learning, and continuous improvement are part of everyday working life. The clinic embraces modern, efficient ways of working and invests in developing its people, making it an ideal environment for those starting their careers in healthcare. This is a place where you can build real skills, be part of a high-performing team, and contribute directly to improving patients’ lives through exceptional eye care.
The Opportunity
We are seeking a highly organised, empathetic, and professional Clinic Co-ordinator to join our growing team. This is a patient-facing, front-of-house reception role, acting as the first and most important point of contact for our patients.
You will be responsible for welcoming patients into the clinic, coordinating their journey from initial enquiry through to post-treatment care, and ensuring every interaction reflects warmth, reassurance, and five-star service. Alongside reception and pathway coordination, you will also support enquiry follow-up, diary management, and selected marketing and engagement activity.
This role is ideal for someone who thrives in a busy reception environment, enjoys supporting people through emotional decision-making, and takes pride in delivering an exceptional patient experience while remaining commercially aware.
Key Responsibilities
Front of House & Patient Experience (Primary Focus)
Act as the first point of contact for all patients, visitors, clinicians, and external partners.
Meet, greet, and support patients throughout their visit, ensuring a calm, welcoming, and professional experience.
Maintain a clean, organised, and inviting reception and patient-facing environment at all times.
Handle patient enquiries, concerns, and questions with empathy, discretion, and professionalism.
Proactively anticipate patient needs and provide personalised support to reduce anxiety and enhance confidence.
Open and close the clinic in line with rota responsibilities.
Patient Journey & Pathway Coordination
· Oversee the patient journey from initial enquiry through consultation, treatment, and post-procedure follow-up.
· Act as a consistent point of contact, guiding patients through each step of their pathway with clear communication.
· Coordinate with surgeons, clinicians, nurses, and wider teams to align diaries, pre-operative requirements, and aftercare plans.
· Ensure patients fully understand pre-operative instructions, consent processes, and post-treatment guidance.
· Arrange and manage follow-up appointments, reviews, and post-operative checks.
· Track patient progress to ensure no step in the pathway is delayed or missed.
· Reception, Administration & Clinic Operations
· Book appointments and manage multiple complex clinician diaries to maximise utilisation and patient flow.
· Process payments, refunds, and invoices accurately and sensitively.
· Manage all incoming communication channels including phone, email, WhatsApp, and digital enquiries.
· Maintain accurate, GDPR-compliant patient records across clinical and administrative systems.
· Scan, upload, and manage documentation, ensuring forms are completed correctly.
· Monitor stock levels for front-of-house supplies and support day-to-day clinic operations.
· Support senior staff with administrative and operational tasks as required.
Enquiry Management & Conversion Support
· Engage with prospective and existing patients in a responsive, supportive, and service-led manner.
· Follow up enquiries to guide patients towards consultations and bookings without pressure.
· Re-engage previous enquiries where appropriate to maximise opportunities.
· Support reporting on conversion rates, patient flow, and pathway efficiency.
· Encourage long-term patient relationships, referrals, and retention through excellent service.
Marketing & Patient Engagement Support
· Support clinic marketing initiatives that enhance patient engagement and brand visibility.
· Assist with gathering patient feedback, testimonials, and reviews (with consent).
· Help respond to social media messages and patient enquiries in line with brand tone.
· Contribute ideas to improve patient communication, engagement, and experience.
· Support the planning and execution of internal or external events where required.
Governance & Compliance
· Adhere to all regulatory, clinical governance, and data protection requirements.
· Follow clinic policies, procedures, and best practice guidelines.
· Participate in audits, quality improvement initiatives, and training.
· Escalate incidents, risks, or patient concerns appropriately.
· Maintain mandatory training and professional competencies.
Requirements
Essential
· Minimum 2 years’ experience in a high-volume, patient-facing reception or front-of-house role.
· Exceptional verbal and written communication skills, Confident, friendly, and emotionally intelligent communicator.
· Strong organisational and multitasking ability in a fast-paced environment.
· Diary management skills
· Confident using computer systems, email, Word, Excel, and databases.
· Calm, compassionate, and professional manner with patients and colleagues.
· Excellent time management and attention to detail.
· Typical working hours Mon- Fri 8:30-17:30, 40 hours across 5 days, with flexibility when required to accommodate patients.
· Self-motivated , able to use initiative with a proactive, solution-focused attitude.
· Passion for delivering an outstanding patient experience and building a strong brand presence.
· Team player with a flexible, adaptable mindset.
· Commitment to personal development.
· Passion for delivering an exceptional patient experience from start to finish.
Desirable
· Experience in clinic coordination, healthcare, hospitality, or luxury customer service.
· Exposure to patient pathways, medical bookings, or consultation-based environments.
· Strong problem-solving skills and ability to foresee and prevent issues.
· Experience with Pabau CRM, Medisight or Open Eyes ERM.
· Promotional and Educational Event planning and co ordination.
· Creative mindset with an interest in marketing and social media.
What we offer
Private Medical Insurance post probation
Monday to Friday shift schedule
Rota shifts to support work life balance, time in lieu for additional hours worked
Pension Scheme through Nest
Social Events – Company Fun Friday’s, regular company events
Wellbeing- Organic weekly fruit, discounted treatments post probation
28 days annual leave, inclusive of bank holiday
Free On-site car parking
Pay: From £27,000.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Transport links
Work Location: In person
