Patient Experience Coordinator

HT Physio; Farnham; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Direct mentorship from founder and sen

Clear development path

Discounted HT Physio services

Impactful front-desk work

Job summary

HT Physio in Farnham is seeking a Patient Care Coordinator to welcome patients, book assessments, and keep the diary running smoothly. You’ll be the first point of contact, guiding enquiries to the right clinician and supporting care plans to ensure patients stay on track.

You will handle scheduling for three physios, manage follow-ups, and assist with admin tasks, all while delivering a warm, professional patient experience.

Qualifications

• 1–3 years in a customer-facing role (clinic reception, healthcare admin, hospitality, retail, or similar – medical experience NOT necessary).
• Confident and warm in person and on the phone, especially with older people.
• Strong written communication: clear, calm, polite, never patronising.
• Highly organised: able to manage multiple clinicians’ diaries, calls, and follow-ups without things slipping.
• Comfortable with basic tech: email, calendars, and practice software (we train you on our exact systems).
• High ownership: when you say “I’ve got it,” you take it through to resolution, including follow-up.
• Coachable and growth-minded: open to feedback and happy to practise calls and scenarios until you’re excellent.

Responsibilities

• Warmly welcome patients and visitors, making the clinic feel calm, organised, and professional.
• Be the first point of contact on the phone and email: answer queries, reassure nervous patients, and guide them to the right next step.
• Help anxious or frustrated patients feel heard and supported, then route issues to the right clinician when needed.
• Manage the clinic diary: book, reschedule, and confirm appointments for three physios.
• Proactively fill gaps in the diary and manage waiting lists.
• Run reminder processes (calls/texts/emails) to reduce late cancellations and no-shows.
• Coordinate follow-up bookings so patients always leave with their next appointment in place.
• After initial assessments, support patients to book recommended plans of care and understand what to expect.
• Make check-in calls to patients who cancel or go quiet, with the goal of getting them back on track when appropriate.
• Support conversations around our Year of Care Club and other suitable services, always in a respectful, non-pushy way.
• Take payments, issue receipts, and handle basic billing queries.
• Keep patient records accurate and up to date in our practice software.
• Help keep the clinic environment tidy, prepared, and running on time.

Skills

Customer service

Phone etiquette

Diary management

Organisation

Communication

Tools

Practice software

Job description

HT Physio in Farnham is seeking a Patient Care Coordinator to welcome patients, book assessments, and keep the diary running smoothly. You’ll be the first point of contact, guiding enquiries to the right clinician and supporting care plans to ensure patients stay on track.

You will handle scheduling for three physios, manage follow-ups, and assist with admin tasks, all while delivering a warm, professional patient experience.