Patient Experience Lead | VIP Healthcare Practice

Patient Experience Lead | VIP Healthcare Practice

£40,000 | London | Full-Time

As Patient Experience Lead, you will:

• Be the primary point of contact for a portfolio of approximately 160 VIP patients
• Coordinate all aspects of the patient journey, including appointments, logistics, communications, and follow-up care
• Deliver a highly personalised, concierge-level service to an affluent and internationally based client group
• Work closely with the Founder and CEO, whose patients you will support directly
• Manage and develop a team consisting of two Patient Coordinators and one Receptionist
• Oversee front-of-house operations and ensure a consistently exceptional patient experience
• Handle sensitive issues and occasional escalations with professionalism, discretion, and calmness
• Act as the operational centre of the practice, ensuring smooth day-to-day clinic activity

Who we're looking for

You'll be a confident, polished, and highly organised professional with experience supporting demanding client groups where service excellence is non-negotiable.

You'll likely come from:

• Private healthcare
• Concierge services
• Luxury hospitality
• Private members clubs
• Executive support
• High-end customer experience environments

You'll bring:

• Experience working with VIP, UHNW, or internationally based clients
• Exceptional relationship management and communication skills
• A professional, and credible approach
• Outstanding organisational and coordination abilities
• Strong leadership skills with previous people management experience
• Resilience and the ability to remain composed under pressure
• A proactive, "nothing is beneath me" attitude
• High levels of discretion, professionalism, and emotional intelligence

Working pattern

This is a fully onsite role based in London.

• Clinic hours are 8:30am to 5:30pm
• You'll typically arrive before the clinic opens and help ensure the day closes smoothly
• Occasional out-of-hours attention may be required for urgent patient-related matters
• Overtime or time off in lieu is provided where significant additional hours are worked

Given the hands-on nature of the role and the expectations of this client base, we're seeking someone who enjoys being present, visible, and fully immersed in the operation.

The opportunity

For someone who loves luxury service, operations, healthcare, and relationship management, this is an incredibly rare opportunity to become the face of an elite private practice and play a key role in delivering an exceptional experience to some of the most discerning clients in the world.

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.