Private Patient Liason

Newmedica; Gloucester; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Death in Service benefit

Company pension scheme

Free eye tests

Discounted or free glasses

Confidential wellbeing service

Birthday vouchers

Long Service Awards

Training and development opportunities

Job summary

Newmedica is seeking a Private Patient Liaison in Gloucestershire to ensure every private patient has an exceptional experience from initial enquiry to treatment completion.

You will be the dedicated contact, welcoming patients, supporting them through appointments and procedures, and maintaining accurate records with empathy and professionalism.

Qualifications

• Experience in a customer-facing or patient-facing role is beneficial.
• Excellent administrative and organisational skills.
• Proficiency with Microsoft Office 365.
• Strong telephone manners and communication skills.
• Able to work independently and take initiative.
• Empathetic, reassuring and confident with patients.

Responsibilities

• Acting as the primary point of contact for private patient enquiries.
• Managing telephone, email and referral enquiries in line with agreed service standards and KPIs.
• Coordinating the patient journey from initial contact through to treatment completion.
• Meeting and greeting private patients during appointments and procedures.
• Providing administrative support and maintaining accurate patient records.
• Building strong relationships with patients to deliver an outstanding customer experience.

Skills

Customer service

Administrative skills

Microsoft Office 365

Communication skills

Telephone manner

Team player

Empathy

Tools

Patient management systems

Job description

Private Patient Liaison

Location: Gloucestershire OJV
Hours: 40 hours per week, worked over 5 days, including weekends on a rota basis
Salary: £27,400 per annum

Who Are We?

At Newmedica, we're one of England's leading providers of NHS ophthalmology services, delivering outpatient appointments, diagnostic testing and eye surgery that help change lives through better sight and eye health.

We're proud to have been certified as a Great Place to Work® for the third consecutive year and recognised as one of the UK's Top 30 Best Workplaces™ for 2026. These achievements reflect our commitment to creating a positive, supportive and rewarding environment for our colleagues.

Our purpose is simple: to change lives through better sight and eye health. Our vision is ambitious: to end avoidable sight loss in every community we serve. We bring this to life every day through our values of being Commercial, Courageous, Compassionate, Collaborative and Curious.

Role Overview

We are looking for a Private Patient Liaison to join our Gloucestershire team.

As a Private Patient Liaison, you will play a vital role in ensuring every private patient receives an exceptional experience throughout their journey with us, from their initial enquiry through to the completion of their treatment pathway.

You will act as a dedicated point of contact for our private patients, providing a personalised service built on trust, professionalism and compassion. This includes welcoming patients to the clinic, supporting them throughout their appointments and treatment, and ensuring they feel informed and reassured every step of the way.

Key responsibilities include:

• Acting as the primary point of contact for private patient enquiries.
• Managing telephone, email and referral enquiries in line with agreed service standards and KPIs.
• Coordinating the patient journey from initial contact through to treatment completion.
• Meeting and greeting private patients during appointments and procedures.
• Providing administrative support and maintaining accurate patient records.
• Building strong relationships with patients to deliver an outstanding customer experience.

Our clinics are busy and fast-paced, so we're looking for someone who enjoys managing a varied workload while maintaining exceptional attention to detail. As eye surgery can often feel daunting for patients, you'll need to be empathetic, reassuring and confident in helping people feel at ease.

What Skills and Experience Do I Need?

We provide comprehensive training, so previous experience is not essential. However, the following skills and experience would be beneficial:

• Experience of working independently and using your own initiative.
• Previous experience in a customer-facing or patient-facing role.
• A genuine passion for delivering outstanding customer service.
• Excellent administrative and organisational skills.
• Strong working knowledge of Microsoft Office 365 applications.
• Confidence in using new technology and systems, including patient management systems.
• Professional telephone manner and excellent communication skills.
• A positive team player who is willing to support colleagues when needed.

What We're Offering

In return, we offer:

• Salary of £27,400 per annum.
• 25 days' annual leave, plus bank holidays.
• Death in Service benefit.
• Company pension scheme.
• Access to a wide range of employee benefits, including:
  • Free eye tests.
  • Discounted or free glasses.
  • Confidential 24/7 wellbeing, counselling and advice service.
  • Tuck Shop benefits.
  • Birthday vouchers.
  • Long Service Awards.
• Ongoing learning and development opportunities through a range of training programmes and learning resources.
• The opportunity to work alongside a friendly, supportive, multidisciplinary team that is passionate about improving patients' lives.

Additional Information

Any offer of employment will be subject to satisfactory pre-employment checks. Applicants must have the right to work in the UK. A Disclosure and Barring Service (DBS) check will be required for the successful candidate and will be paid for by Newmedica.

At Newmedica, we are committed to creating an inclusive workplace where diversity is celebrated. We actively encourage applications from all suitably qualified individuals, regardless of any protected characteristic.

We are also fully committed to safeguarding the welfare of all people, irrespective of gender, age, disability, sexual orientation, race, language or social origin.