Vision Care Concierge: Patient Journey Lead

Optical Express; Lincoln; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

An industry leading salary

Excellent bonus potential

33 days annual leave

Free Laser Eye Surgery and Intraocular

Free eye tests

Discounted prescription eye wear andS

Generous Optical Express friends and/f

Job summary

Optical Express in Lincoln seeks a Patient Advisor to guide customers through the journey from initial contact to post-operative follow up. You will support clinicians, manage bookings, and ensure a warm, premium experience in line with luxury service standards.

Key duties include welcoming patients, capturing diagnostic scans, scheduling surgery, handling payments, and driving commercial KPIs. The role offers a competitive salary, generous annual leave, and ongoing training.

Qualifications

• Previous experience in a patient-facing role.
• Excellent communication and interpersonal skills.
• High attention to detail and strong organisational skills.
• Proficient with digital and diagnostic technology.
• Healthcare or high-end retail experience preferred.

Responsibilities

• Support patients through all steps of the pathway from introduction to aftercare.
• Deliver warm, professional welcomes and manage first impressions.
• Capture diagnostic scans and explain technology features to patients.
• Assist with in-clinic or virtual consultations with optometrists/surgeons.
• Coordinate surgery scheduling and post-operative follow-up.
• Handle payment, finance and booking requirements.
• Meet and exceed individual commercial KPIs.

Skills

Patient-facing experience

Excellent communication

Attention to detail

Organisational skills

Digital/diagnostic tech proficiency

Job description

Optical Express in Lincoln seeks a Patient Advisor to guide customers through the journey from initial contact to post-operative follow up. You will support clinicians, manage bookings, and ensure a warm, premium experience in line with luxury service standards.

Key duties include welcoming patients, capturing diagnostic scans, scheduling surgery, handling payments, and driving commercial KPIs. The role offers a competitive salary, generous annual leave, and ongoing training.