Patient Experience Coordinator Job at Office Angels (Taunton)

Job Description

This is a unique chance to join a brand‑new business venture within a growing healthcare group - offering real opportunity to shape the future and grow within the team. The Client Relationship Executive plays a vital role in supporting both new and existing patients at the very start of their journey. You will be the friendly, confident first point of contact handling inbound enquiries, building rapport, and guiding patients through their options in a clear and reassuring way (without providing clinical advice). Your goal is to help patients feel informed, cared for, and confident to book the right appointment at the right local practice. This role is about creating a local, community based experience, even within a central support function, ensuring every patient feels heard, valued, and looked after.

Job Responsibility

Inbound Enquiry Management
Handle incoming calls, emails, and digital enquiries in a friendly, confident, and patient focused manner
Provide a warm, personalised service that feels local and community based, rather than centralised
Build instant rapport and make each patient feel valued and supported
Patient Support & Treatment Discussions
Listen carefully and patiently to understand patient needs and questions
Talk patients through treatments, services, and available options using clear, accessible language
Explain processes (e.g., consultations, treatment journeys, pricing structures) based on provided training and guidance
Support patients in making informed decisions, without providing clinical advice
Lead Management & Follow Up
Manage inbound queries, leads, and follow ups with excellent organisation and attention to detail
Ensure each lead progresses through the journey smoothly, from enquiry to booking
Maintain accurate and up to date records across systems
Appointment Booking & Practice Coordination
Book appointments directly into practice diaries, ensuring a good fit for both patient needs and practice capacity
Communicate effectively with practice teams to ensure seamless handover and continuity of care
Provide a consistent, high-quality experience that reflects the values of each local practice

Requirements

A natural ability to make each patient feel like the only person you've spoken to that day
Highly organised, able to manage multiple enquiries simultaneously
Proactive approach to follow up and lead nurturing
Strong attention to detail and accuracy in recording information
Ability to adapt conversations to suit patient needs, energy, and understanding
Friendly, confident, and warm communication style, especially over the phone
Comfortable working in a fast-paced environment with a consistent focus on service quality
A positive, "can-do" attitude and genuine desire to help people
Previous experience in customer service, account management or patient facing role
Experience using CRM or diary management systems (training provided)

What we offer

Generous holiday
Hybrid working
Modern offices and free parking on site
Progression opportunities
Discretionary bonus scheme
A wellness day
Friendly and sociable team

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Patient Experience Coordinator

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