Patient Advisor

OPTICAL EXPRESS; Liverpool; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

33 days annual leave

Free Laser Eye Surgery and Intraocular

Free eye tests

Discounted prescription eyewear ands

Pension scheme

Employee Assistance Programme

Job summary

Optical Express in Liverpool is seeking a Patient Advisor to guide customers through the full journey from inquiry to post-operative follow-up, collaborating with clinicians to ensure a premium experience at every touchpoint.

You will deliver warm welcomes, capture diagnostic scans, and support in consultations both in-clinic and online, while coordinating bookings and aftercare with a sharp eye for detail and results.

Qualifications

• Previous experience in a patient-facing role.
• Excellent communication and interpersonal skills.
• High attention to detail and strong organisational abilities.
• Proficient with digital and diagnostic technology.
• Experience in healthcare or luxury retail preferred.
• Strong commercial awareness.

Responsibilities

• Support patients undergoing vision correction surgery across all steps of the patient pathway, building rapport and maintaining confidence.
• Deliver warm, professional patient welcomes and manage first impressions.
• Capture high-quality diagnostic scans for clinical interpretation, while communicating benefits of our technology.
• Support in delivery of consultations for optometrists and/or surgeons, in-clinic or virtual.
• Close consultation process and schedule surgery and aftercare.
• Manage payment, finance and administrative booking requirements.
• Meet and exceed individual commercial KPIs.

Skills

Patient-facing experience

Communication skills

Interpersonal skills

Attention to detail

Organisational skills

Digital literacy

Job description

Job Title - Patient Advisor

Location - Liverpool

Hours - 40 (Must be flexible to work evenings and weekends)

Salary - from £27,000 plus bonus

Optical Express are the market leader in Vision Correction Surgery (Laser Eye Surgery and Premium Pay Intraocular Lens Surgery in the UK). As an entity, we treat more patients than all other private providers do put together. For close on twenty years, Optical Express have delivered in excess of 60% of premium pay Laser and Lens Replacement Vision Correction procedures in the UK and Ireland.

We are seeking Patient Advisors for our Liverpool clinic. This is a pivotal role in our business, with responsibility for delivering an outstanding and well-structured patient journey across our services. The role of a Patient advisor is to act as a support to our clinicians, whilst also carrying operational and commercial responsibilities.

Our Patient Advisors are the patients primary point of contact through all stages of the process from introduction to post operative follow up, they combine exceptional patient care and service delivery standards in line with high-end luxury purchases.

Main Responsibilities

• Support Patients having vision correction surgery across all steps of patient pathway, building rapport and maintaining patient confidence.
• Deliver warm, professional patient welcomes and manage first impressions.
• Capture high-quality diagnostic scans for clinical interpretation, whilst communicating with the patients on the features and benefits of our technology.
• Support in delivery of consultations for optometrists and/or Surgeons, in-clinic or virtual.
• Close consultation process and schedule surgery and aftercare.
• Manage payment, finance and administrative booking requirements.
• Meet and exceed individual commercial KPIs.

Experience/requirements

• Previous experience of a patient facing role
• Excellent communication and interpersonal skills
• High attention to detail and organisational skills
• Proficient with use of digital and diagnostic technology
• Experience within healthcare or high-end retail would be preferred.
• Strong commercial awareness.

A career at Optical Express is fulfilling, fun and rewarding. As an employee, you can benefit from the following:

• State of the art, modern working environments
• 33 days annual leave*
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eye wear and sunglasses
• Generous Optical Express friends and family discount scheme
• Ongoing training and development opportunities
• Pension scheme
• Access to a range of exclusive offers, discounts and rewards
• Employee Assistance Programme and Wellbeing Solutions/Support