Patient Experience Navigator – Clinical Admin

Icon UK Limited; United Kingdom; Remote; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Life Assurance 3x Salary

Employee Assistance Programme

Wellbeing services

Pension Plan

Job summary

Icon Group, Wimbledon-based, seeks an administrative/receptionist to ensure smooth front-desk operations for patients and visitors. The role includes checking in/out patients, handling calls, scheduling, coordinating with clinical teams and maintaining accurate records.

The post holder will train and support colleagues, respond to escalations professionally, and assist with transcription and audits. Flexible cover during leave is required to maintain a calm, patient-focused reception.

Qualifications

• Previous experience in an administrative or receptionist role, ideally within a healthcare environment.
• Excellent communication, interpersonal and patient-facing skills.

Responsibilities

• Manage patient check-in and check-out, answer and direct calls, schedule appointments and coordinate clinic slots with clinicians and nursing/diagnostic teams.
• Assist with transcription, consultant audit requirements and maintain practising privileges files.
• Provide guidance and training to administrative colleagues to promote high-quality service and a culture of accountability, collaboration and respect.
• Respond to and resolve escalated patient or staff issues professionally and report trends or areas for improvement to senior management.
• Assist with teaching of administrative processes and provide cover during leave or sickness to keep reception calm and patient-focused.

Skills

Communication

Interpersonal skills

Patient-facing

Attention to detail

Organisational skills

Job description

Icon Group, Wimbledon-based, seeks an administrative/receptionist to ensure smooth front-desk operations for patients and visitors. The role includes checking in/out patients, handling calls, scheduling, coordinating with clinical teams and maintaining accurate records.

The post holder will train and support colleagues, respond to escalations professionally, and assist with transcription and audits. Flexible cover during leave is required to maintain a calm, patient-focused reception.