Patient Experience Supervisor

Bupa Global; City of Westminster; On-site; GBP 31,000 - 37,000; Full time

Job summary

A leading outpatient clinic in Westminster is seeking a Patient Experience Supervisor to manage daily patient administration operations. You will supervise a reception team, ensuring excellent service delivery and handling patient queries effectively. The ideal candidate has proven experience in healthcare administration, outstanding communication skills, and is passionate about patient care. This permanent, full-time role offers a salary starting from £34,000 per annum.

Benefits

20 days annual leave plus bank holidays, increasing with service

Access to a 24/7 Employee Assistance Programme

Statutory pension scheme

Qualifications

• Proven experience supervising or leading front-of-house or outpatient administration teams.
• Strong understanding of patient-facing services and customer care.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervise daily reception and patient administration operations.
• Act as the first point of contact for front-of-house queries.
• Lead and develop the reception team through regular training.

Skills

Supervising front-of-house administration teams

Customer care

Communication and interpersonal skills

Handling complaints

Training and motivating staff

Experience in outpatient clinics

Understanding of governance, Datix, and CQC standards

Job description

Job Title and Location

Patient Experience Supervisor (LON000X)

Based Onsite London Medical (Part of Bupa), 49 Marylebone High street, London W1U 5HJ.

Salary: From £34,000 pa (dependent on experience). Permanent, Full time, 37.5 hours Monday–Sunday 8am–8pm.

About London Medical

London Medical is a specialist outpatient clinic located in London’s renowned medical district, Harley Street and is now a part of Bupa Health Services. Our diabetes and specialist services offer customers fast access to diagnosis, treatment, and support when they need it, as well as onward pathways to high quality care at Bupa’s Cromwell Hospital.

What you’ll do

• Supervise daily reception and patient administration operations.
• Act as the first point of contact for front-of‑house queries from staff and consultants.
• Ensure a warm, professional, and efficient welcome for all patients and visitors.
• Coordinate with consultants, secretaries, and referrers to manage appointments and communications.
• Oversee billing, deposits, and patient account processes in line with policy.
• Support implementation of new systems and process improvements.
• Handle complaints and feedback professionally, escalating where appropriate.
• Lead and develop the reception team through regular 1:1s, training, and appraisals.
• Promote a culture of accountability, empathy, and service excellence.
• Ensure compliance with CQC, Bupa, and Health & Safety standards.

Key Skills / Qualifications

• Proven experience supervising or leading front-of‑house or outpatient administration teams.
• Strong understanding of patient‑facing services and customer care.
• Excellent communication and interpersonal skills.
• Confidence handling complaints and sensitive situations.
• Ability to train, coach, and motivate staff.
• Experience in a hospital, diagnostics, or outpatient clinic.
• Awareness of governance, Datix, and CQC standards.

Benefits

• 20 days annual leave plus bank holidays & increasing with service.
• Access to a 24/7 Employee Assistance Programme.
• Statutory pension scheme.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.