Private Patient Experience Lead

Spire Healthcare Group; City of Edinburgh; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

35 days annual leave inclusive of bank

Pension with employer and employee

Spire for you rewards platform

Private medical insurance

Life assurance

Free onsite car park

Job summary

Spire Edinburgh is seeking a proactive Private Patient Coordinator to join our team on a 12-month fixed-term contract. This role focuses on supporting Self-Pay patients, guiding them through private pathways and coordinating with consultants in a fast-paced environment at Murrayfield.

You will handle enquiries by phone and online, schedule appointments, manage payments, and work to KPIs while upholding Spire's commitment to outstanding personalised care.

Qualifications

• Strongly customer-centric approach.
• Face-to-face customer experience.
• Comfortable handling sensitive conversations.
• Experience with multiple systems (CRM, workflow, pricing).
• Ability to work in a fast-paced, collaborative team.
• Works within a national sales framework while focusing local population.
• Excellent communication and relationship-building across locations.

Responsibilities

• Handle own enquiry workload effectively.
• Use CRM/Workflow/Pricing in line with guidance.
• Manage all Self-Pay patient enquiries from enquiry to booking.
• Work to KPIs with proactive customer attitude.
• Provide support and guidance to consultants and their patients.
• Liaise with consultants and medical secretaries on fee information.
• Convert warm leads into appointments/sales to meet targets.
• Role model our values - service excellence, respect, collaboration and care.
• Take payments for planned diagnostics and treatments.
• Act as a change champion for new ways of working including digital tools.
• Demonstrate excellent communication, interpersonal and relationship-building skills.
• Utilise systems to prioritise and manage workload.

Skills

Customer-centric

Face-to-face service

Sensitive conversations

Systems proficiency

Team collaboration

National sales framework

Communication skills

Tools

CRM / Workflow / Pricing systems

Job description

Spire Edinburgh is seeking a proactive Private Patient Coordinator to join our team on a 12-month fixed-term contract. This role focuses on supporting Self-Pay patients, guiding them through private pathways and coordinating with consultants in a fast-paced environment at Murrayfield.

You will handle enquiries by phone and online, schedule appointments, manage payments, and work to KPIs while upholding Spire's commitment to outstanding personalised care.