Patient Experience Lead – Vision Care Concierge

Optical Express Group; Newcastle upon Tyne; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Bonus potential

Modern workplace

33 days leave

Free laser eye surgery

Free eye tests

Discounted eyewear

Discounts on products

Friends & family discount

Training & development

Pension

Job summary

Optical Express Newcastle is seeking a Patient Advisor to deliver an outstanding patient journey across services. You will support clinicians while handling operational and commercial responsibilities in a luxury, patient-focused environment.

As the primary contact, you will guide patients from introduction to post-operative follow up, combine exceptional care with sales awareness, and help ensure high-quality consultations and booking processes.

Qualifications

• Experience in 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.

Responsibilities

• Support patients through all steps of the patient pathway, building rapport and confidence.
• Deliver warm, professional patient welcomes and manage first impressions.
• Capture high-quality diagnostic scans and explain 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.

Skills

Patient-facing role

Communication

Attention to detail

Digital/diagnostic tech

Healthcare experience

Commercial awareness

Job description

Optical Express Newcastle is seeking a Patient Advisor to deliver an outstanding patient journey across services. You will support clinicians while handling operational and commercial responsibilities in a luxury, patient-focused environment.

As the primary contact, you will guide patients from introduction to post-operative follow up, combine exceptional care with sales awareness, and help ensure high-quality consultations and booking processes.