Orthopaedic Medical Secretary/ Practice Manager

Zimmer Biomet; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare practice in Cardiff is seeking a comprehensive administrative and business support professional. This multifaceted role includes managing the Consultant's diary, patient coordination, and business development while ensuring high standards of service delivery to patients and referrers. Ideal candidates should possess exceptional customer service and organizational skills, along with experience in healthcare administration. The role offers a supportive environment and potential for career growth.

Benefits

Competitive salary depending on experience

Opportunity to work in a specialized practice

Supportive working environment

Career progression potential

Qualifications

• Exceptional customer service skills with a warm, professional, and empathetic approach.
• Outstanding organizational skills with ability to manage multiple priorities simultaneously.
• Previous medical secretary or healthcare administration experience.

Responsibilities

• Manage the Consultant's diary across multiple hospitals.
• Act as the primary point of contact for patients, delivering outstanding customer service.
• Oversee clinical documentation using AI transcription.

Job description

The role is central to the running of the practice, providing comprehensive administrative and business support to the Consultant. This multifaceted role combines practice management, personal assistant duties, patient coordination, business development, and clinical administration. The successful candidate will ensure exceptional service delivery to patients, referrers, and the wider healthcare network while maintaining the highest standards of governance and professionalism. Much of the secretarial work is automated and transcription is primarily AI driven and so the role is focussed on customer service and business development.

Practice Management & Personal Assistant Duties

• Manage the Consultant's diary across multiple hospitals
• Coordinate clinic schedules, theatre lists, imaging appointments, and follow-up consultations.
• Prioritize appointments and manage changes, cancellations, and urgent requests efficiently
• Provide proactive executive support to the Consultant, anticipating needs and managing workflow
• Ensure all clinic preparation is completed in advance
• Coordinate meetings, conferences, and professional commitments
• Handle sensitive information with absolute discretion and confidentiality

Patient Experience & Customer Service

• Act as the primary point of contact for patients, delivering outstanding customer service
• Provide clear, timely, and empathetic communication throughout the patient journey
• Guide patients through the referral, consultation, treatment, and follow-up pathway
• Build strong relationships with patients, ensuring they feel valued and well-informed
• Handle enquiries, concerns, and complaints sensitively, resolving issues promptly
• Manage pre-operative and post-operative patient communications
• Coordinate patient care pathways with NHS and private hospital teams

Business Development & Practice Growth

• Proactively reach out to existing and potential referrers
• Maintain and develop relationships with referring clinicians and healthcare professionals
• Generate new patient enquiries through professional networking and relationship management
• Support marketing initiatives and practice development activities
• Identify opportunities for practice growth and service enhancement

Clinical Administration

• Oversee clinical documentation using AI transcription (minimal manual typing required)
• Review and quality-check AI-generated clinic letters and medical reports
• Process and distribute correspondence to patients, GPs, and referring clinicians
• Manage referrals, test results, imaging reports, and external correspondence
• Maintain accurate and comprehensive patient records
• Coordinate with radiology, physiotherapy, and other healthcare providers

IT Systems & Practice Management Software

• Utilize Carebit practice management system for all administrative functions
• Manage patient records, appointments, and clinical documentation
• Generate reports and track key practice metrics
• Ensure data quality and system efficiency
• Adapt to system updates and new technologies

Financial Administration & Insurance Liaison

• Generate/process invoices through Carebit
• Liaise with insurers regarding pre-authorizations, treatment approvals, and claims
• Support patients with billing queries and payment arrangements
• Track outstanding invoices and follow up in line with practice procedures
• Maintain accurate financial records for the practice

Governance, Compliance & Quality

• Maintain adherence to GDPR, medical confidentiality, and data protection standards
• Ensure all documentation meets regulatory and audit requirements
• Maintain professional standards in all aspects of practice operations

Essential Qualities

• Exceptional customer service skills with a warm, professional, and empathetic approach
• Outstanding organizational skills with ability to manage multiple priorities simultaneously
• Previous medical secretary or healthcare administration experience
• Strong understanding of medical terminology, particularly orthopaedic
• Excellent verbal and written communication skills
• High attention to detail and accuracy
• Self-motivated and proactive, able to work independently
• Professional presentation and manner
• Strong IT literacy and confidence with healthcare software systems
• Ability to build and maintain professional relationships
• Discretion and ability to handle confidential information
• Flexible, adaptable approach to changing priorities

Desirable

• Experience in private practice or orthopaedic specialty
• Knowledge of private medical insurance processes and billing
• Experience with Carebit or similar practice management systems
• Understanding of foot and ankle conditions and treatments
• Previous business development or relationship management experience
• Experience working directly with consultants in a PA capacity

Benefits

• Competitive salary depending on experience
• Opportunity to work in a specialized, high-quality practice
• Supportive working environment
• Involvement in a growing practice with career progression potential