Patient Experience Lead | VIP Healthcare Practice

Patient Experience Lead | VIP Healthcare Practice £50,000 | London | Full-Time The Role As Patient Experience Lead, you will be the driving force behind delivering an exceptional end-to-end experience for a portfolio of VIP patients within a prestigious private healthcare practice. Working closely with the Founder and CEO, you will act as the primary point of contact for patients, ensuring every aspect of their healthcare journey is managed seamlessly, professionally, and with absolute discretion. Key responsibilities include:

Managing a portfolio of approximately 160 VIP and internationally based patientsCoordinating all aspects of the patient journey, including consultations, diagnostics, treatment plans, communications, logistics, and follow-up careDelivering a highly personalised, concierge-style service while maintaining the highest standards of clinical professionalismSupporting the Founder and CEO's patient portfolio directlyLeading and developing a team of two Patient Coordinators and one ReceptionistOverseeing front-of-house operations and ensuring consistently outstanding patient satisfactionManaging sensitive patient matters, complaints, and escalations with empathy, discretion, and professionalismActing as the operational hub of the practice, ensuring smooth daily clinic operations and effective patient care coordination Who We're Looking For A healthcare background is essential for this position. We are seeking an experienced patient services, healthcare operations, or patient experience professional who understands the importance of delivering exceptional care in a private healthcare environment. You will have previous experience working within:

Private healthcare practicesPrivate hospitalsSpecialist medical clinicsExecutive health servicesConcierge medicinePremium healthcare environments supporting high-net-worth or VIP patients Essential Experience & Skills

Proven experience within a healthcare settingStrong understanding of patient pathways and healthcare service deliveryExperience supporting VIP, UHNW, executive, or internationally based patientsExceptional relationship management and communication skillsAbility to manage sensitive and confidential patient informationOutstanding organisational and coordination skillsPrevious leadership or people management experienceAbility to remain calm and professional in a fast-paced healthcare environmentHigh levels of emotional intelligence, discretion, and professionalismA proactive, hands-on approach with a commitment to delivering exceptional patient care Working Pattern This is a fully onsite position based in London.

Clinic hours are 8:30am to 5:30pmYou'll typically arrive before the clinic opens and help ensure the day closes smoothlyOccasional out-of-hours support may be required for urgent patient-related mattersOvertime or time off in lieu is provided where significant additional hours are worked The Opportunity This is a rare opportunity for an experienced healthcare professional to join an elite private practice, working with a discerning VIP patient population while playing a pivotal role in delivering an exceptional standard of care and patient experience. If you thrive in a premium healthcare environment and are passionate about creating seamless patient journeys, we'd love to hear from you.

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer. By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.