Patient Flow & Pre-Testing Specialist

Specsavers; Dudley; On-site; GBP 11,000 - 18,000; Full time

Benefits offered by this job

Pension auto-enrolment

Specsavers Perks

WeCare employee support

Headspace subscription

Eyecare discounts

Birthday leave

Family leave

Career progression

Job summary

Specsavers Dudley is seeking a Patient Flow & Pre-Testing Specialist to support the clinic’s day-to-day operations and patient journeys. You will manage clinic flow, conduct pre-screening tests, and liaise with Optometrists and management to maximise efficiency and patient satisfaction.

The role focuses on delivering excellent customer care in a fast-paced eye clinic, with opportunities to influence clinic performance and develop professionally within a supportive team.

Qualifications

• First-class communicator able to put patients at ease and handle high-pace environments.
• Natural organiser who can manage multiple priorities without losing details.
• Proactive problem-solver who spots opportunities and acts to prevent bottlenecks.
• Ethical recommender who explains the purpose and benefits of tests like OCT to patients.
• Customer service focused with a track record of delivering exceptional patient experiences.
• Team collaboration skills to work with clinical and retail teams.

Responsibilities

• Welcome customers and ensure a positive first impression.
• Manage clinic diaries, preparedness, and reduce bottlenecks.
• Carry out pre-screening tests and prepare patients for appointments.
• Coordinate daily clinic operations for smooth, efficient service.
• Liaise with Optometrists, clinical teams, and store management to maximise performance.
• Monitor clinic capacity and identify efficiency improvement opportunities.
• Own the daily clinic hub and resolve issues before they affect the journey.
• Identify trends and opportunities for continuous improvement.
• Support achievement of customer experience and business KPIs.

Skills

First-class communicator

Natural organiser

Proactive problem-solver

Ethical recommender

Customer service

Team collaboration

Job description

Be the person who makes an exceptional eye clinic run brilliantly.

Are you a natural communicator, a brilliant organiser and someone who takes pride in making things happen? Do you thrive when the pace is high, the standards are higher and your contribution genuinely makes a difference?

We are looking for an exceptional Patient Flow & Pre-Testing Specialist to join our busy, seven-optician eye clinic.

At Specsavers Dudley, you'll play a vital role in supporting the day-to-day operation of the clinic and are a key part of every customer's journey. Acting as the link between our patients, clinical team, and store management, you'll help ensure our clinics run smoothly, efficiently, and deliver an exceptional experience every time.
This is a fast-paced and rewarding role for someone who enjoys being organised, proactive, and thinking several steps ahead. You'll take ownership of clinic flow, ensuring patients are seen promptly and appointments run as efficiently as possible. From welcoming customers into store and booking eye examinations to carrying out pre-screening tests and liaising with Optometrists and management teams, you'll play a key role in maximising clinical efficiency while maintaining outstanding customer care.

You'll be passionate about delivering an exceptional customer experience, taking pride in creating a welcoming, professional environment for every patient. You'll also support store performance through a focus on clinical efficiency, customer satisfaction and achieving key business targets.

Our Store

Located in the heart of Dudley town centre, Specsavers Dudley is a busy and established store with a strong reputation for delivering excellent customer care. The store offers both Optical and Audiology services, providing a varied and rewarding environment where no two days are the same. With strong transport links and nearby parking, the store is easily accessible for both colleagues and customers.

Our Team

The Dudley store is an award winning 93% scoring 'Great Place to Work', Home to a friendly and experienced team of around 40 colleagues, creating a supportive and collaborative working environment where everyone plays an important part. You'll work alongside Optical and Audiology professionals, retail specialists, and support teams who are passionate about delivering great customer experiences. The team prides itself on sharing knowledge, supporting each other's development, and celebrating success together, making it a fantastic place to build your confidence, learn new skills, and develop your career.

What we are looking for

• A first-class communicator: confident, approachable and able to put patients at ease, even when they have been waiting.


• A natural organiser: someone who can monitor multiple priorities without losing sight of the details.


• A proactive problem-solver: you spot opportunities, anticipate pressure points and act rather than wait for instructions.


• A confident, ethical recommender: able to explain the purpose and benefits of OCT scans clearly, helping patients make informed decisions without pressure.


• A patient-experience champion: motivated by reducing avoidable waits, earning positive feedback and making patients want to return.


• A career-minded individual: hungry to learn, accept responsibility, improve performance and progress with our support.


• Experience in a busy optical practice would be valuable, but we are also interested in exceptional people from other high-volume, customer-facing and operational environments.

What’s on Offer?

• As well as all the support you need and great training and development opportunities, we have a whole load of benefits on offer for you to enjoy. These include:


• £8.20 - £12.91 per hour


• Plus performance-related bonus scheme


• Full Time - 37.5 hours per week, which may include weekend working


• We will auto-enroll you into the pension scheme with an employer contribution when you contribute too


• Specsavers Perks - a portal to a world of great everyday discounts and savings


• WeCare - our employee support service to help you and your immediate family when you need it most


• Complimentary subscription to the Headspace app


• Eyecare and hearcare discounts for you and your family


• Enjoy an additional paid day off on your birthday to celebrate you!


• Enhanced family leave and company sick pay


• Great progression and career opportunities

What you'll be doing:

• Welcoming customers into store and ensuring they have a positive experience from the moment they arrive.


• Managing clinic diaries effectively, clinic preparedness and the reduction of avoidable bottlenecks.


• Carrying out pre-screening tests and accurately preparing patients for their appointments.


• Coordinating the day-to-day running of the clinic to ensure appointments run smoothly and efficiently.


• Liaising closely with Optometrists, clinical teams, and store management to maximise clinic performance.


• Monitoring clinic capacity and identifying opportunities to improve efficiency and patient experience.


• Taking ownership of the daily clinic hub and helping to resolve issues before they impact the customer journey.


• Identifying trends, patterns, and opportunities for continuous improvement.


• Supporting the achievement of key customer experience and business performance measures, including customer feedback, name mentions, and clinical and sales KPIs.

How we will measure success

You will help us improve:

• Patient waiting times and the smoothness of the clinic.


• The accuracy, efficiency and consistency of pre-testing.


• Appropriate OCT scan recommendations


• Patient satisfaction, positive CX 360 feedback and personal name mentions.


• Communication between pre-test, reception and our opticians

While experience in optics or healthcare would be an advantage, it's not essential. We're looking for someone with the right attitude and transferable skills. If you're highly organised, love delivering excellent customer service, enjoy working in a fast-paced environment, and take pride in making things run smoothly, we'll provide all the training and support you need to succeed in the role.

We're looking for someone who:

• Is highly organised and enjoys working in a fast-paced environment.


• Naturally thinks ahead and can anticipate what needs to happen next.


• Has excellent communication and customer service skills.


• Enjoys problem-solving and finding ways to improve processes.


• Takes pride in delivering outstanding customer experiences.


• Is driven by achieving goals and maximising clinical efficiency.


• Enjoys working collaboratively with both clinical and retail teams.

At Specsavers, we're passionate about our people and their development. You'll receive comprehensive training and ongoing support to help you build your knowledge, develop your skills, and grow your career within the business. If you're someone who thrives on organisation, enjoys supporting others, and gets real satisfaction from making things run smoothly, we'd love to hear from you.

Find out more

If you are someone who enjoys being busy. Someone who notices the little things. Someone who takes pride in a tidy, prepared and welcoming environment. Someone who can communicate with confidence, work independently and still be an excellent team player.Most importantly, someone who understands that exceptional patient care is created by hundreds of small, thoughtful actions throughout the day. If you want a role where your initiative is valued, your performance matters and your development is supported, we would love to hear from you.
Bring your energy, your ambition and your commitment to excellence.
Help us make every patient journey exceptional.